The SaaS Services shall be available 99.9%, measured monthly, excluding holidays and weekends and scheduled maintenance.  If Customer requests maintenance during these hours, any uptime or downtime calculation will exclude: (i) planned downtime (of which We shall give at least 4 hours electronic notice and which We shall schedule to the extent practicable during the weekend hours between 6:00 p.m. Friday and 3:00 a.m. Monday Pacific time), and (ii) any unavailability caused by circumstances beyond Our reasonable control, including, but not limited to Force Majeure events, strikes or other labor problems (other than one involving Our employees), Internet service provider failure or delay, Non-GoodTime Application, or denial of service attacks.  Downtime shall begin to accrue as soon as Customer (with notice to GoodTime) recognizes that downtime is taking place, and continues until the availability of the Services is restored.  GoodTime’s blocking of data communications or other Service in accordance with its policies shall not be deemed to be a failure of GoodTime to provide adequate service levels under this Agreement.


Basic Support.  At no additional cost to Customer purchasing the SaaS Services, GoodTime will provide Technical Support to Customer via electronic mail on weekdays during the hours of 9:00 AM through 6:00 PM Pacific time, with the exclusion of Federal Holidays (“Support Hours”). Customer may initiate a helpdesk ticket any time by emailing [support@goodtime.io]. GoodTime will use commercially reasonable efforts to respond to all Helpdesk tickets submitted during Support Hours within one (1) business day.