will be provided for the on-line SPoTS Application (hereinafter "Service") in order to ensure
that the Service is reliable, secure and available to meet the needs of You (hereinafter "Customer").
Unavailable - subject to Section 3 (below), the Service
behaves in such a fashion that the Service does not respond to requests from any Customer or responds
in such a fashion that no Customer is able to effectively use the Service.
Outage - a period of time in which the Service is Unavailable outside of the times defined
in the section 2 below entitled Scheduled Service Unavailability.
LegendSoft Inc.'s goal is to make the Service free of Outages 100% of the time.
In the event of an Outage and subject to Section 3 below, LegendSoft will, upon Customer request, extend any of
Customer's Licenses that had not expired at the time of the Outage by the term corresponding to the
Length of Outage
Term of License Extension
15 minutes - 4 hours
more than 4 hours
1 day for each 4 hour period
(rounded up to the next 4 hours)
For example, if the Service were unavailable for 23 consecutive hours, each of Customer's valid licenses active at the
time of the outage, could be extended by 6 days.
2. Scheduled Service Unavailability
The scheduled maintenance windows for the Service are as follows:
Weekly on each Tuesday morning from 3 A.M. until 5 A.M. Eastern time.
Scheduled periods of unavailability, provided that LegendSoft, Inc. provides Customer 48 hours
advanced notice of said period. Scheduled periods of unavailability are posted on the Service
web site at
Generally, these times of Scheduled Service Unavailability will be used for routine system maintenance and/or
upgrades and the Service may still be accessible.
During these maintenance windows, the Customer may continue to use the Service.
However, Customer, without forewarning, may experience performance degradation or outright unavailability of
Customer shall not receive any license extensions under this SLA in connection with any failure or deficiency of the
Service caused by or associated with:
Circumstances beyond LegendSoft Inc.'s reasonable control, including, without limitation, acts of any governmental
body, war, insurrection, sabotage, embargo, fire, flood, strike or other labor disturbance, inability to obtain
raw materials, supplies, or power used in, or equipment needed for, provision of the Service SLA
Failure of Customer's access circuits to the Internet
Failure of, or interruptions to, the Internet backbone
DNS issues outside the direct control of LegendSoft, Inc.
Customer's acts or omissions (or act or omissions of others engaged or authorized by Customer), including
without limitation, any negligence, willful misconduct, or use of the Service in breach of the License Agreement
4. License Extension Procedure
In order to receive a license extension associated with an Outage, Customer must make a request by
sending an e-mail to firstname.lastname@example.org.
Each request must include:
The date of the outage
The approximate time the outage occurred
The approximate length of the outage
Customer's company name
The request must be received by LegendSoft, Inc. within 48 hours of the Outage. LegendSoft, Inc. will issue the
extension(s) upon verification of the Outage from log files maintained for the System.