TaxBandits Service Level Agreement (SLA)

1. Uptime Commitment

TaxBandits will make the TaxBandits API available at least 99.9% of the time, twenty-four (24) hours per day, seven (7) days per week, measured on a monthly calendar basis (the Uptime Commitment). If TaxBandits does not meet the Uptime Commitment in any given calendar month, customers will be eligible for a service credit against future fees as set forth below.

This Uptime Commitment only applies to customers accessing the TaxBandits API through a production account and not to customers using a sandbox account. The Uptime Commitment also does not apply to trial, prerelease, beta, or similar services.

2. Calculating Service Availability

Service availability will be calculated as the total number of minutes in a calendar month minus the number of minutes of Downtime (as defined below) in such calendar month, divided by the total number of minutes in such calendar month. “Downtime” means the total minutes in a given calendar month in which the TaxBandits API is unavailable for customer use, as determined by the third-party monitoring service that TaxBandits uses to track its API status. TaxBandits may adjust the results from the monitoring service as necessary to account for the Downtime exclusions listed below.

For purposes of calculating service availability, Downtime excludes:

• Unavailability for planned maintenance that is scheduled in advance and announced on the TaxBandits API status page;
• Intermittent downtime during which the TaxBandits API is not available for a period of less than five minutes;
• Unavailability for emergency maintenance that is necessary to maintain the integrity or security of the TaxBandits API;
• Unavailability caused by factors outside of Taxbandits’ reasonable control, including but not limited to the unavailability of third-party services, Internet outages occurring beyond the point in the network where TaxBandits maintains control, denial of service or similar attacks, or downtime of TaxBandits’ cloud hosting provider;
• Unavailability resulting from any actions or inactions of customer or any other third party;
• Unavailability that results from customer applications, equipment, or software that is not within TaxBandits’ direct control; and
• Unavailability that results from TaxBandits’ suspension or termination of customer’s rights to access the TaxBandits’ API under the services agreement between customer and TaxBandits.

3. Service Credit Amount

For any calendar month in which TaxBandits does not meet the Uptime Commitment, customer may request a service credit from TaxBandits. The service credit will be calculated by multiplying the credit percentage shown below by the amount of fees (excluding set-up and professional fees) that TaxBandits charged to the customer for API usage during the month in which the Uptime Commitment was not met.

Monthly Uptime Percentage	Service Credit
< 99.9%	10%

4. Service Credit Request and Payment Procedures

To request a service credit, the customer must send an email from the registered email address on file with TaxBandits to support@taxbandits.com within 30 days of the last calendar day of the month in which the Uptime Commitment was not met. The email must include (i) the words “SLA Credit Request” in the subject line; (ii) the dates and times of the Downtime for which the customer is requesting credit; and (iii) any additional information that documents the claimed Downtime. Noncompliance with these requirements will forfeit the customer’s right to receive a service credit.

After reviewing the customer’s request and confirming that the customer is eligible for a service credit, TaxBandits will issue the applicable service credit to the customer’s TaxBandits account for future use. No refunds or cash value will be provided. Customers may not transfer service credits or apply them to any other account.

Service credits are the customer’s sole and exclusive remedy for any failure by TaxBandits to meet the Uptime Commitment.