Service Level Agreement 

This service level agreement (“SLA”) is effective on the same date as the Agreement Effective Date and is made by and between General Research Laboratories, LLC. with its principal place of business at 540 Mariposa Ave., Mountain View, CA 94041 (“GRL”, “Company”, “us”, “our”, and “we”), and _______________, with its principal place of business at _______________________________________________ (“__________”, “you”, and “your”). Either Company or __________ may be referred to as a “Party” and collectively as the “Parties.” Defined terms in the Agreement shall also apply to this SLA.

WHEREAS, the Parties have entered into the Agreement above where GRL will provide the Services defined in the Agreement to __________. Both Parties agree that the Services will be provided in accordance with the Agreement and this SLA.

NOW, THEREFORE, in consideration of the foregoing, the Parties agree to all the terms and conditions contained in this SLA.

1. GRL shall provide to __________ the Services that are in specified in the Agreement including maintaining its website in accordance with this SLA. GRL will communicate with __________ at least ten (15) business days prior to any scheduled maintenance, and at least one (1) business day prior to any unscheduled repairs due to service outages.  
2. GRL shall at all times (24 hours per day, seven days per week, 365 days per year), during the Initial Term and all Subsequent Terms of the Agreement, provide Services including the ability to fully access GRL’s website, to __________, its customers, panel members and respondents, which meet or exceed the Service Level Obligation (as defined below). Excluding any scheduled maintenance for with GRL has provided at least fifteen (15) business days prior written notice to __________, GRL guarantees that the uptime for all Services, and its website shall be 99.95% uninterrupted and fully functioning 24 hours per day, seven days per week, 365 days per year (“Service Level Obligation” or “SLO”). GRL acknowledges that any failure to meet the Service Level Obligation may have a material adverse impact on the business and operations of __________, and that it shall entitle __________ to the rights set out in this SLA, including the right to any Service Credits (defined below). If the Services and GRL website fail to meet the Service Level Obligation, GRL shall immediately and diligently start to remedy the failure, so that the Services and GRL website meet or exceed the Service Level Obligation criterion.
3. Monthly uptime percentage and Service Credit are determined on a calendar month basis.  

Service Level Credit means the following: In any given calendar month in which the SLO falls below 99.95%, GRL will forego its 5% commission for the following calendar month, and __________ may terminate the Agreement immediately with written notice to GRL. 

__________ shall notify GRL within thirty (30) days from the time __________ becomes eligible to receive the Service Level Credit.  __________ must provide the date and time that the Services and/or GRL website did not meet the Service Level Obligation.