1

Fuse Service Level Agreement

Platform Availability and Service

Version:11.1

Date:Jan2021

Author: RGrigg,CWyatt

2

1Introduction

1.1Purpose

ThedocumentdefinestheProcesses,ProceduresandServiceLevelAgreementsforPlatform

AvailabilityandFuseServiceDeskandSupportincludingEscalationandServiceCredits.

1.2Applicability

TheFuseServiceLevelAgreement(“SLA”)shallapplywitheffectfromtheCommencementDate

assetoutintheOrderForm(“Agreement”)andinaccordancewiththeFuseTermsofUse.This

documentcoversPlatformAvailability(PlatformUptime)andSupportIncidentManagement.

FusereservestherighttoalterthisdocumentandtheServiceLevelscontainedherein,inorder

toimplementimprovementstoitsservicedeliveryandkeepthedocumentinlinewithinternal

practices,systems,etc.andexternallegalorregulatorycommitments.Fuseundertakesthat

changestothisagreementwillnotsubstantiallyalter,tothedetrimentofthecustomer,the

intentoftheagreementorthematerialLevelofServiceoffered.

IfthisdocumentisalteredandanewagreementreleasedthenanychangestotheSLAsor

workingpracticescontenthereinwillbeeffectivefromthedateofreissueoraneffectivedate

asclearlyspecifiedhere.NoSLAswillberetrospectivelyappliedunlessthisisexpresslystated.

3

2 Platform Availability

WemeasureavailabilityasthenumberofminutesthattheFuseSoftwarePlatformisavailable

inacalendarmonthasapercentageofthetotalnumberofminutesinthatcalendarmonth.We

callthismeasureofavailabilitythe“PlatformUptime”.

TheSLAcoversfullproductionqualityservicesonly.Onoccasionwemayelecttopre-release

softwareinBetaform.Theseareknownas“BetaServices”or“BetaReleases”.Betaservices

andreleasesarenotsubjecttothesameservicelevelsandthereforenotincludedinPlatform

Uptimecalculationsoranysubsequentservicecredit.Betaservicesandreleasesaremarkedas

BetaandcommunicatedintheReleaseNotes.

TheSLAalsocoversourtechnologyandservicepartnerssuchasAWS,whereFuseismanaging

therelationshipsandtheenvironmentorhasoutsourcedthemanagementoftheservice.These

arereferredtoas“ManagedPartners”

OurSLAdoesnotcoversystemsbeyondourcontrolsuchasthecustomer’sSSOorHRsystems,

Internetconnectivityandtelecommunications,etc.oranyothersystemsthatintegratewiththe

FuseplatformbutarenotmanagedbyFuseoritsManagedPartners.

2.1PlatformUptimeMeasurement

ThePlatformUptimeismeasuredbyathird-partyservicewhichregularlyandautomatically

teststheservicesthatcomprisetheFuseplatformtoconfirmtheyareavailableandfunctioning

correctly.TheUptimereportsareproducedmonthlyandavailableonrequest.

4

2.2FuseUptimeTarget

TheFuseUptimeGoalis99.5%percalendarmonth.Thisiscalculatedasapercentageof

minutestheplatformisavailable,minusexclusions,ascomparedtothetotalminutesinthat

month.

2.3Maintenanceschedules

TheFusePlatformisdesignedasaGlobal24x7platformandthevastmajorityofchangesand

maintenancetotheplatformarecarriedoutwithoutserviceinterruption.However,theremay

beoccasionswhereselectiveservicesmayneedtobetakenofflineforrelease,maintenanceor

upgradepurposes.

2.3.1Scheduledoutages

Fusereservestherighttoconductscheduledoutagesforthepurposeofrelease,maintenance

andorupgradeforupto4hoursinanycalendarmonth.Customerswhowillbeaffectedwillbe

notifiedatleast1weekinadvance.Fusewilldetailtheservice(s)thatwillbeofflineandthe

expecteddurationoftheoutage.Fusewillendeavourtocarryoutthisworkatatimewherethe

fewestuserswillbeimpactedandwillalsoattempttoaccommodateanycustomerspecific

eventsandtimings.However,giventheglobalnatureoftheservicesitmaynotbepossibleto

accommodateallrequestsandFusereservetherighttodeterminethetiminganddurationof

anyoutage.

2.3.2Emergencyoutages

ItmaybenecessaryonoccasionforFusetotakesomeoralloftheservicesofflineinorderto

performactivitiesrequiredtoensurethequalityandsecurityofourservice.Fusewillalways

looktoperformanyactivitiesproactivelyinadvanceorviaascheduledoutage.However,ifthis

isnotpossibleandFuseareobligedtocarryourworkinordertofulfilothercontractual

obligations,thenwillreservetherighttoconductanemergencyoutage.Fusewillendeavourto

giveasmuchnoticeaspossibletotheaffectedusers.

5

2.4ServiceCredits

IftheUptimeGoalfallsbelowthisonamonthlybasis,aServiceCreditfortheaffectedmonth

maybecomeavailable.

PlatformUptime ServiceCredit

99.5%-95.0% 5%oftheplatformfeeforthemonthduringwhichtheoutageoccurred

94.995–90.0% 7.5%oftheplatformfeeforthemonthduringwhichtheoutageoccurred

89.99%andbelow 10%oftheplatformfeeforthemonthduringwhichtheoutageoccurred

2.4.1Exemptions

ServiceCreditsmaynotbeissued:

(i) WheretheCustomerisinbreachofthetermssetoutinanyformalcontractoragreement.

(ii) Iftheuptimegoalisnotmetdueto,inwholeorinpart,anyofthefollowing:

a) Aforcemajeureeventasdescribedinthetermsofservice

b) FailureinCustomer’senvironmentorsystemsand/orinsystemsorservicesthatare

notmanagedbyFuseoritsManagedPartnersandareoutofourcontrol.

c) unavailabilityoftelecommunications,faultsoromissionofISPsand/oranylackof

connectivitycausedbyathirdparty

d) anyDNSissuesnotwithinthedirectcontroloftheCompanyi.e.afaultonthe

Customer’snetworkorownequipmentconfiguration

e) anydenialofserviceattacks,networkfloodsandhacking

f) FailurebytheCustomertotakeanyremedialactioninrelationtotheServicesas

recommendedbyFuse

g) TheCustomer’snegligenceorwilfulmisconduct,whichmayincludefailuretofollow

agreeduponprocedures

6

h) Scheduledand/orEmergencyoutagesforrelease,maintenance,and/orupgrades.

TheprocessforrequestingServiceCreditsiscoveredinSection4.

7

3 Fuse Service Desk and Support

FuseprovidesCustomerServiceandTechnicalSupportviaourServiceDesktohelpyouwith

anyrequestsorincidentsyoumayencounterwhilstyouareusingtheFuseplatform.

FuseSupportisprovidedona24x7basis.OurcontractedsupportlanguageisEnglish,although

wedohavesupportstaffwhospeakotherlanguagesandmaybeavailable.

3.1Teams

3.1.1ServiceDeskTeam

AllincomingqueriesarehandledfirstbyourtechnicalsupportteamviatheServiceDesk.

IfyouhaveanissueorincidentwheretheFuseplatformisnotworkinginawaythatisas

expectedordescribed,theServiceDeskteamwillcarryouttheinitialtriagetoseewhether

theycanreplicateyourissueandresolveitaccordingly.Thismaybebyprovidingproduct

advice/education,offeringanalternativewayofprocessingoraworkaround.

TheTechnicalSupportteamhasanexcellentknowledgeoftheFuseplatformandtheunderlying

technicalarchitectureandsystemsusedtorunFuse,andmayneedtoaskyouadditional

questionsorforvideostoaidwitheffectivetriageanddiagnosis,andfasterresolution.

3.1.2Third-lineSupportTeam

Ifyourissuehasbeenattributedtooursoftwarenotworkinginawaythathasbeenspecified

anddescribed,thenServiceDeskwillraisethisasaBug(Defect).Ourdevelopmentteams

resolvethebugsthatarepassedtothembytheTechnicalSupportTeamwhicharecategorised

andprioritisedaccordingtotheresponsetimesdetailedinourServiceLevelAgreement.We

mayalsoneedtoescalatetootherThird-linesupportteamsorExternalsuppliersinordertoget

fullresolution.

3.2HowWeSupportYou

FuseServiceDeskoffersanomni-channelsupportapproachenablingyoutochoosethechannel

thatworksbestforyou.Thedifferentchannelsaredescribedbelow.

8

Allchannelsareroutedintoourticketingsystemwheretheywillbeallocatedauniquereference

numberallowingyoutotracktheprogressasFuse’sServiceandSupportteamsmanageyour

casethroughtoresolution.

3.2.1FuseSupportPortal

TheFuseSupportportalisavailable(toyournamedsiteadministrators).

https://customerportal.fuseuniversal.com/

TheFuseSupportPortalprovidesarichsupportexperienceenablingyouto:

• SubmitnewticketsforServiceRequests,IncidentsandNewFeatureRequests

• Reviewthestatusofyourexistingtickets

• Respondandcommentonanyofyourexistingtickets

• SearchtheKnowledgeBaseforanswerstoF.A.Q’s,KnownIssuesandProductInformation

3.2.2EmailSupport

YoucancontacttheFuseSupportandServicesteamdirectlybyemailattheaddressbelow:

fusesupport@fuseuniversal.com.

AllEmailsenttotheaboveaddresswillgenerateaticketandyouwillbekeptinformedofthe

statusofyourticketwithfrequentemailupdates.Wewouldrecommendthatclientsusethe

portalinsteadofviaemail.Loggingticketsviatheportalismoreefficientandwecancapture

therightinformationatthefirstcontactexpeditingtheprocessfromdiagnosistoresolution.

3.2.3TelephoneSupport

Wehave3tollfreenumbersthatcustomerscanusetocontacttheServiceDesk,oneforeachof

theglobalregions:

EMEA:

+44 0 800 048 7567

9

USA:

+1 833 4100236

AsiaPac:

+61 1800 592343

3.3GuidanceonreportingIncidents

Whenreportinganissueorincidentpleasesupplyasmuchoftheinformationlistedbelowas

possible.ThiswillenableourSupportteamstoinvestigatetheissueasquicklyaspossibleand

provideafasterresolution.

• Operatingsystem

• Browserandversion

• Numberofusersexperiencingissue

• Location(home,officeetc)andfirewall/securitysoftwareinstalled

• Linktoexamplecontent

10

3.3.1WhyNotUseYourFuseScreenRecorder?

IftheFuseScreenRecorderisenabledandworkingonyoursiteyoucanuseittorecordavideo

showingtheissueyouareencountering.

(i) Createavideoandsaveittooneofyourcommunities

(ii) Copythelinkandincludeitinthedescriptionwhenyoureportyourissue

(iii) Wewillusethevideotohelpanswerquestionsandaideffectivetriage

3.4Definitions

3.4.1ServiceRequest

Thiscategorycoversgeneralhelpandadvice(asopposedtoanIncidentwheresomethingisnot

working)Aqueryontheuse,layoutorfunctionalityoftheFuseplatformorarequestforfurther

informationonanoutstandingchange,release,issues,etc.Thisalsoincludesaconfiguration

changerequesttoanexistingfeature,e.gturningofftheabilityforausertouploadcontent.

3.4.2Incident

IsanunplannedinterruptiontotheFuseplatformorareductioninthequalityornormal

functionalityoftheFuseplatformthathasamaterialimpactontheendusers.

3.4.3IncidentResolution

ThegoalofIncidentManagementistorestoreserviceperformanceandproductivityasquickly

aspossible.Resolutionoftheincidentmightbethereinstatementoftheoriginalserviceor

functionality,applicationofachangeoraworkaroundtoallowfortheusertocontinuetouse

theFuseplatformtoachievetheirbusinessgoals.FusemayprovideaworkaroundforKnown

Errorsatwhichpointtheinitialincidentwillberesolved,thismaymeanthereisanunderlying

problem(Bug/Defect)whichneedsfurtheranalysisandthiswillbepassedtotheproductteam

toensureitisresolvedwiththedevelopers.

11

3.4.4ProblemManagement

InbestpracticetermsaProblemisdefinedas‘theunknown,underlyingrootcauseofoneor

moreincidents’.Theobjectiveofthisprocessistoinvestigateandremovetheunderlyingissues

whichcauserepeat(ormultiple)incidents.Thismaybeabug/defectorchanginghardwarein

theinfrastructure.WhereasthegoalofIncidentManagementistorestorenormaloperationsas

quicklyaspossibleforourcustomers,Problemseeksamorepermanentsolutionthatmay

requiresignificantinvestigation,analysis,solutiondesignandchangestobemade.Therefore

therearenoformalServiceLevelcommitmentstoresolutionofProblems(bugs/defects),

howevertheyareprioritisedusingthesameimpact/urgencymatrixasincidents.

3.4.5KnownError

IsaProblemwithadocumentedRootCauseandmayhaveaWorkaround(toaidIncident

Resolution).ThisisrecordedintheKnownErrorDatabasetoaidwithmoreeffectivetriageby

theServiceDesk

3.4.6ABug/Defect

Abugisanerror,flaw,failureorfaultoranomissionintheFuseplatformthatcausesitto

produceanincorrectorunexpectedresult,ortobehaveinunintendedwaysfromtheproduct

specification.

3.4.7NewFeatureRequest

ArequestforafeatureoroptionthatdoesnotalreadyexistwithintheFuseplatformora

changetothefunctionalworkingofthatfeaturewhichrequiresdevelopertimeandworkto

buildandintroducetotheplatform.Pleasenotethattheserequestsmayincuradditionalcost

anditisatthesolediscretionofFuseforanyfunctionalchangetobeaccepted.

12

3.4.8TargetResponseTime

TheTargetResponseTimeisthetimeinwhichtheServiceDeskmustrespondtoyourticket.

TherearespecifictargetssetwithinthisServiceLevelAgreement,whichrelatetoresponse

timestoIncidents,baseduponpriority.

3.4.9TargetResolutionDate

TheTargetResolutionDateisthelatestdatebywhichweexpectyourIncidenttoberesolved.

IncidentsarecategorisedandprioritisedbytheServiceDeskbasedupontheimpact/severity

andurgencyoftheincidentforthecustomer.TherearespecifictargetssetforResolutiondates

withinthisServiceLevelAgreementforIncidents,(notProblems)baseduponthePriority

assignedtothem.

13

3.5FuseSupportLevelsandTeams

Thetablebelowdefinesthedifferentlevelsofsupportandthepartyresponsibleforeachlevel.

SupportLevel Definition ResponsibleParty

Customer(1stLine) Basichelp,advice,supportandadministrationthatcanbeperformedbyatraineduserwith'FuseAdministrator'privileges

ProvidedbycustomerslocalsiteadministratorsoraninternalcustomerITorServicefunction.ThisinitialendusersupportisNOTprovidedbyFuseUniversal.

ServiceDesk/TechnicalSupport(2ndLine)

ProvidesupporttoCustomer’snamedFuseadministrators.AnswergeneralFusesupportquestionsTriageandDiagnosisofRequestsandIncidentsTaskrequiringaccesstotheHigherAdministrationPanelTriageandInvestigationofcomplexissuesandorsoftwarebugspassedfrom1stlinesupport

FuseServiceDeskTeam

InternalResolverGroups,SME,ProductManagers,ExternalSuppliers(3rdLine)

Fixingcomplexissuesand/orbugsidentifiedbytheTechnicalSupportTeam.Changestocode,platformconfiguration,database,infrastructure,etc.

Development,PlatformandProductTeams.

14

3.6FuseSupportServiceLevelAgreements

ThefollowingServiceLevelAgreementsaredefinedforFuseSupporttocovertheresolutionof

Incidents.TheseServiceLevelAgreementsdonotcoverServiceRequests,NewFeature

Requests,Productadviceoranyotherqueries;nordotheycoveranyfunctionalitythatis

releasedunderaBETAprogramme.Fusewillprocessallticketsinastandardway,settingtarget

responseandresolutiontimessothattheycanbeprocessedeffectively,howeverformalSLA,

penaltiesandservicecreditswillonlybeappliedIncidenttickets.

Pleasenotethattheresolutionforissuesthatrequiresoftwarereleasestothemobile

applicationmaybesubjecttoadditionalchecksbytheAppStoreprovider(forexampleApple

AppStoreorGooglePlay).ThesechecksareoutsideFuse’scontrolandmayintroducedelays

whichcouldimpacttheTargetResolutiontimesprovidedbelow.

3.6.1AssigningPrioritiesInordertomanageIncidents,FuseassignsaprioritytoeveryIncidentticketraised.Priorityis

definedasafunctionoftheimpactonthebusiness/customerandtheurgencyforaresolution

(whichmaychangedependingoncustomerpeaktimes/seasonaldemands).

Thepriorityassignedtoarecorddependsupon(butisnotlimitedto):

● Theimpactonthebusiness/customer:Size,scopeandcomplexity

● Theurgencytothebusiness/customer:Timedependentfinancialimpact(loss)

● Thesize,scopeandcomplexityoftheIncident

● Theexpectedeffortinresolvingorcompletingatask

15

3.6.2PrioritisationMatrix

Impact Critical High Medium Low

Urgency

Critical 1 2 3 3 High 2 2 3 3

Medium 3 3 3 4 Low 3 3 4 4

TheprioritisationmatrixisusedasawayofmanagingIncidentandensuringthatatalltimeswearefocusingourresourcesonsolvingtheproblemsthataremostimportant.ItiskeyherethatweapplythesameprocesstoallcustomerstoensurethatourserviceisfairandifaseriousIncidentarisesitcanbemanagedappropriately.WewillworkwithyoutounderstandandcorrectlycategoriseyourIncidentandourintentistoreachagreement.However,Fusereservestherightoffinaldecisiononthepriorityofanincidentinordertopreservefairnessandservicelevelsandifthisisunsatisfactory,thenyoumayusetheescalationprocessdescribedinthisdocument.3.6.3TargetResponseandResolutiontimesbyPriority

Priority Definition Description

Target

First

Response

Target

Incident

Resolution

P1 Critical Anissuethatpreventsyoufromaccessingor

usingcriticalfunctionalityoftheFuse

platformwithseverebusinessandservice

impacte.gacompleteoutage

30Minutes 8Hours

16

P2 High Anissuerestrictinguseofsomecritical

functionalitysuchasreducedavailabilityof

featuresforwhichthereisnoeffective

workaround;oraperformancedegradation

thatseverelyimpactsbutdoesnotprevent

usage.

2Hours 2Days

P3 Medium Anissuethatisnon-criticalandhas

operationalimpactbutnosignificant

businessimpactorresultsinreduced

availabilityoffeaturesforwhichthereisa

workaround;orcreatesaperformance

degradationwithlimitedimpactonusage.

8Hours 7Days

P4 Low Anissuethathasminimalimpactonasmall

numberofusers;orispurelycosmeticin

nature.

16Hours 14Days

3.7TicketStatusDefinitions-Incidents

ThefollowingtableshowsthestatusofIncidentTicketsastheymovethroughtheresolution

process.

● TimetoFirstResponseismeasuredfromwhentheticketisraisedformallyaccordingto

theprocesseslayedoutinthisdocumenttothepointwhenwestartactivelyprocessing

theticket.

17

● TimetoIncidentResolutioniscalculatedasthetimefromwhentheticketisraisedtothe

timewhenithasbeenclosedinagreementwiththecustomer.Itisimportantthatwe

getagreementfromthecustomertoclosetheticket.

ThecustomershouldnotunreasonablywithholdagreementtoclosetheticketandFusereserve

therighttocloseticketsonthecustomersbehalfifwebelievetheissueasreportedhasbeen

resolvedandwebelievethemutualagreementisbeingunreasonablywithheld.

TicketStatus Definition

WaitingForTriage Tickethasbeenreceivedandisawaitingassignmentto

asupportteamagent.

InProgress AServiceDeskagentislookingintothereportedissue

andisinvestigatingthepossiblecause.Maybeassigned

totheproductordevelopmentteamsifitrequires

furtheranalysisorisconfirmedasabug.

WaitingForCustomer Theteamhavereachedoutforfurtherinformationor

areawaitingyourconfirmationtheticketisresolved.

ThisstopstheSLAclock.

Resolved Theissuehasbeenfixed,andwewillconfirmwithyou

thatitisresolvedbeforewecloseit.

Closed Theticketisconfirmedasresolvedbycustomerandis

thereforeclosed

18

3.8ServiceLevelAgreementforSupportIncidents

Forthepurposesofreporting,wewillproduceamonthlyupdatewhichwillidentify

achievementofSLAagainsttheResolutiontargetforIncidents.Thiswillbepresentedby

monthandbypriorityforP1andP2tickets.Thiswillbecalculatedusingthefollowing:

SLA=

ResponseorResolutionwithinTargettime

X100

TotalnumberofTickets/Incidents

Priority Definition Description FirstResponse

SLA

Incident

ResolutionSLA

P1 Critical Anissuethatpreventsyoufromaccessing

orusingcriticalfunctionalityoftheFuse

platformwithseverebusinessandservice

impacte.gacompleteoutage

100%oftickets

withinTarget

ResponseTime

95%ofincidents

withinTarget

Incident

ResolutionTime

P2 High Anissuerestrictinguseofsomecritical

functionalitysuchasreducedavailability

offeaturesforwhichthereisnoeffective

workaround;oraperformance

degradationthatseverelyimpactsbut

doesnotpreventusage.

100%oftickets

withinTarget

ResponseTime

90%ofincidents

withinTarget

Incident

ResolutionTime

19

P3 Medium Anissuethatisnon-criticalandhas

operationalimpactbutnosignificant

businessimpactorresultsinreduced

availabilityoffeaturesforwhichthereisa

workaround;orcreatesaperformance

degradationwithlimitedimpactonusage.

90%oftickets

withinTarget

ResponseTime

90%ofincidents

withinTarget

Incident

ResolutionTime

P4 Low Anissuethathasminimalimpactona

smallnumberofusers;orispurely

cosmeticinnature.

90%oftickets

withinTarget

ResponseTime

90%ofincidents

withinTarget

Incident

ResolutionTime

3.9ServiceCreditsforbreachofSLA

Aspertheexemptionsinsection2.4.1,whereFuseisunabletoresolveIncidentswithinthe

agreedSLA,thecustomermayapplyforServiceCreditstobeapplied.SupportwillmonitorSLA

performanceandmakethisdataavailableonrequest.

Theprocessforapplyingfortheservicecreditsisaspersection4andeachapplicationwillbe

assessedontheindividualcircumstances.

IncidentPriority BreachTerms ServiceCredit

P1 BreachofP1SLAforResponseTime

Nocredit.

P1 BreachofP1SLAforIncidentResolutionTime

2%oftheplatformfeeforthemonthduringwhichthebreachoccurred

20

P2 BreachofP2SLAforResponseTime

Nocredit.

P2 BreachofP2SLAforIncidentResolutionTime

1%oftheplatformfeeforthemonthduringwhichthebreachoccurred

P3 BreachofP3SLAforResponseTime

Nocredit.

P3 BreachofP3SLAforIncidentResolutionTime

Nocredit.

P4 BreachofP4SLAforResponseTime

Nocredit.

P4 BreachofP4SLAforIncidentResolutionTime

Nocredit.

3.10EscalationProcess

TargetResolutionDatesforIncidentsarecalculatedbasedontheprioritisationdefinedabove

andareallocatedtoeachincidentwhentheyareinitiallytriagedandclassified.Thesemayalso

bemodifiedsubsequently.Fuseprovidesanescalationmechanismforcustomerswhodonot

agreewiththeassignedpriorityorneedtocheckprogress.Initialescalationshouldbetothe

ServiceDeskManager,andintheeventitrequiresfurtherescalation,theHeadofSupport.

3.10.1HowToRequestAnEscalation

Ifyouwouldliketomakeanescalationrequestpleaserespondtoyourcurrentopenticket

statingthatyouwouldliketheissuetobeescalatedandprovidingyourjustification.

3.10.2HowFuseManagesEscalationRequests

EscalatedticketsarenotifiedinthefirstinstancetotheServiceDeskManager,andthennotified

totheHeadofSupport.TheywillthenberaisedanddiscussedwithourServiceManagement

teamaspartofourdailyprioritisationmeeting.Theresultoftheescalationrequestwillbe

21

communicatedeitherviaaresponseontheticketorviayourCSM.Theresolutiondateandtime

oftheissue,afterithasbeenre-prioritised,willdependonthefollowing:

• Availabilityofresource

• Furtherinvestigationandrootcauseanalysis

• Applicationofanychange

• QualityAssessmentofanychangeapplied

• NextscheduledoravailableReleasedate

Youwillreceiveupdatesonyourticketasitprogressesthroughthedifferentphasesuntilitis

confirmedresolvedwithyouinproduction.

22

4 Service Credit Request Process

ToreceiveaServiceCredittheCustomermustsubmitarequestwiththedescription“Request

forservicecredit”inthesubjectlineoftheemailtofusesupport@fuseuniversal.comnotlater

thantwenty(20)calendardaysafterthelastdayofthemonthinwhichtheallegedfailure

occurred.

Eachrequestmustincludethefollowinginformation:

(i) theCustomer’sname

(ii) theCustomer’scontactname,emailandtelephoneinformation

(iii) dateandbeginningandendtime(s)ofoutage(s)

(iv) abriefdescriptionofthecharacteristicsofthefaileduptimegoal.

IftheunavailabilityisconfirmedbyFuse,thenaservicecreditwillbeappliedwithintwo

calendarmonthsafterFuse’sreceiptoftheCustomer’screditrequest.ServiceCreditsarenot

refundableandcanbeusedonlytowardsfuturebillingcharges.ServiceCreditsareexclusiveof

anyapplicabletaxeschargedtotheCustomerorcollectedbyFuseandaretheCustomer’ssole

andexclusiveremedywithrespecttoanyfailureordeficiencyinthePlatformAvailability.