Vendor Service Level Agreement

NOT FOR EDITING OR NEGOTIATION

Version Effective Date: May 2024

The following Service Level Agreement ("SLA") metrics are hereby incorporated into this Agreement (Elastic’s Vendor Agreement) and will be used to assess the Vendor's performance throughout the term of the Agreement as agreed between the parties by signing the Ordering Document.

If the Vendor fails to meet the SLA as specified in the Agreement, a penalty ("SLA penalty") equal to 1% of the total contract value will be imposed per incident of non-compliance. This SLA penalty will be credited to Elastic’s next applicable invoice or paid by cheque if no further invoices are due.

On time Delivery: The Vendor shall ensure that deliverables are provided as per the mutually agreed schedule. In case of delay of more than 5 business days from the agreed upon delivery schedule, the vendor would be subject to the SLA penalty.

Service Quality: The Vendor must deliver high-quality work requiring minimal rework. Should rework be necessary for any deliverable more than three (3) times during the course of the applicable contract, the Vendor would be subject to the SLA penalty.

Response time & Resolution time: In response to any inquiry from Elastic, the designated account manager for the Elastic account is required to provide a response within two (2) business days or less. Upon identifying any issue, the Vendor shall submit a proposed resolution timeline within three (3) business days. Failure to comply will result in an SLA penalty.

Crisis Management: Should a crisis occur with respect to the scope of work, the Vendor must provide a clear action plan to mitigate the damage within 24 hours. Failure to comply will result in an SLA penalty.

Uptime Guarantees: The Vendor will guarantee a service uptime of 99.9% uptime per month for any applicable online service. Failure to comply will result in an SLA penalty.