1. Rely.io Uptime Guarantee.

Rely.io shall provide an uptime guarantee to Customer of 99% of system availability time per year (“Uptime Guarantee”). The Uptime Guarantee does not apply to service interruptions caused by: (i) periodic scheduled maintenance with a minimum of three (3) days notice; (ii) interruptions caused by Customer; (iii) causes beyond Rely.io’s reasonable control or that are not reasonably foreseeable; and (iv) outages related to Customer’s or any other party’s communications network.

2. Support Services.

Rely.io will provide assistance to customers for problems that are the result of an error or defect in the Software Services (“Support Services”). Rely.io will not be responsible for providing Support Services for problems or service issues arising from: (i) improper use of the Software Services; (ii) modifications or customizations (other than those contemplated by the Agreement between Customer and Rely.io) made to theSoftware Services by Customer where such modifications or customizations are outside the standard functionality available; (iii) faults caused by using the Software Services outside the terms of this Agreement or outside the provisions laid down in any documentation or manual supplied with the Software Services; or (iv) software, accessories, attachments, machines, systems or other devices that were not supplied by Rely.io.

3. Support Services Procedures.

Requests for Support Services must be done in writing. When reporting a problem, Customer shall provide the following information: (i) date of problem occurrence; (ii) location of problem occurrence; (iii) number of users affected; (iv) detailed problem description, including the browser version used and any other configuration or contextual information relevant to the problem; (v) any steps taken by Customer to resolve the problem; and (vi) description of the priority level of the problem. Customers shall cooperate fully with Rely.io to achieve resolution of any problem.

4. Response Times; Issue Correction.

Responses will be determined by the priority level of the problem as defined below. Rely.io support personnel shall use reasonable commercial efforts to promptly resolve requests for Support Services, either through electronic mail or by telephone, in accordance with the below.

Rely.io and Customer will act in good faith to determine the priority level of each problem. In the event that Customer needs to escalate the priority level of a problem, or Rely.io fails to respond or provide an error correction within the above time periods, Customer may escalate the problem to Rely.io’s Head of Customer Support.

5. Updates and New Releases.

Rely.io may, at its discretion, issue upgrades or error corrections to the Software Services from time to time and will provide Support Services for the latest notified release.