Last Updated: January 26, 2026

1. Service Availability. Company will use commercially reasonable efforts to ensure the Service Availability commitment for the applicable Subscription Service in each calendar month is 99.9%. Service Availability applies to the production environment of the Subscription Services only. Service Availability metrics are available on Company’s support status page, www.onitstatus.com, or equivalent.
   
   “Service Availability” is calculated 24 hours per day, 7 days per week per calendar month using the following formula: A = (T–D) / (T) x 100% (Scheduled Maintenance is excluded from the overall calculation):
   
   A – Availability: The percentage of time that Customer has reasonable access to and can utilize the core functionality of the Subscription Service in any calendar month.
   
   T – Total Monthly Minutes: 43,800 minutes per month, which is the total number of minutes in a year divided by 12 months.
   
   D – Downtime: The total number of minutes in a calendar month that Customer could not access the Subscription Service as determined by our third-party monitoring service, excluding Scheduled Maintenance or any item defined as an Exclusion as set forth in Section 3 below.
   
2. Scheduled Maintenance. Company reserves 2 weekly maintenance windows for Scheduled Maintenance for the Subscription Services, with no notice provided:
   – Saturday: 10 PM to 2 AM US Central Time
   – Sunday: 10 AM to 2 PM US Central Time
3. Service Availability. The Service Availability commitment is effective and available upon (a) go-live of the Subscription Service, or (b) if applicable, after the applicable Service has exited the Go-Live Stabilization (as defined in the Maintenance and Support Schedule), whichever is later. Company has no obligations related to Service Availability arising from the Exclusions set forth in the Maintenance and Support Schedule.
4. Customer Responsibilities. Customer must report issues via web https://www.onit.com/support/ and as further described in the Maintenance and Support Schedule. Reports must include the date and time the issue started or was noticed and any other pertinent details, including but not limited to: a full description of the issue and expected results; a reproducible test case that demonstrates the specific sequence that causes the bug being reported; all applicable error, trace and system files; exact wording of all error messages; any special circumstances surrounding the discovery of the issue; identify the impacted users; and any additional information. Customer will cooperate as reasonably requested by Company.