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Schedule "B" <br />Service Availability <br />Availability and Uptime Objectives: <br />1. Availability of the Services is defined as when the Software Services are operational and accessible via a <br />public internet connection. The Services shall be unavailable during certain scheduled downtime periods <br />for the purpose of conducting maintenance and upgrades to the Services. <br />2. Uptime is defined as the time that the Services are either available or in scheduled downtime. Specific <br />Service Level Objectives relating to Uptime are as follows: <br />a. Routine scheduled downtime shall not exceed eight (8) hours per month, averaged over twelve <br />(12) months. Scheduled downtimes shall occur, to the extent practicable, during the weekend <br />hours from 10:00 p.m. Friday to 3:00 a.m. Monday Eastern Time. <br />b. MAIS shall notify Customer a minimum of five (5) calendar days prior to any period of scheduled <br />downtime. <br />c. ln the case of an emergency or other non-routine maintenance event, MAIS reserves the right to <br />suspend the Services and Customer's access to the Software for purposes of conducting such <br />maintenance work at any time as deemed appropriate by MAIS in its sole discretion, without prior <br />notice to Customer, but will use best efforts to notify Customer of such suspended access as <br />soon as practically feasible. <br />MAIS shall make commercially reasonable efforts to achieve the service level objectives described herein <br />3. MAIS will not be responsible for any failure to meet the above Service Level Objectives if the failure is <br />caused by: <br />a. Customer's network infrastructure (equipment, software or other technology), Customer's <br />connection to the lnternet or an lnternet failure beyond the control of MAIS; <br />b. A breach of the Agreement by Customer, its employees, subcontractors or agents ("Customer <br />Representatives"); <br />c. [An error or] The negligence or intentional acts or omissions of Customer Representatives or Users; <br />d. [Emergency or] Scheduled maintenance or other mutually agreed upon downtime; or <br />e. Any other force majeure event, as set out in Section 21(l) of the Agreement. <br />Confidential and Proprietary - Univerus lnc.Page 16 of26