Service Level Addendum

Last Updated: June 12, 2025

Introduction

This Service Level Addendum (“SLA”) sets forth the service levels provided by OT for the Services listed in Section 2 below. Capitalized terms not defined in this SLA have the meaning given to them in the Cloud Terms and Conditions.

1. Definitions.

  1. “Downtime” means the total number of minutes in a calendar month during which the Services are unavailable or inoperable, except for any exclusions mentioned in Section 4 of this SLA, as determined by OT.
  2. “Uptime Percentage” means the total number of minutes in a calendar month minus Downtime suffered in a calendar month, divided by the total number of minutes in a calendar month, as determined by OT.

2. Applicable Services.

This SLA applies to the following Services:

  1. OpenText Core Business Communication Archive (formerly known as Carbonite Information Archiving and Zix Information Archiving)
  2. OpenText Core Email Encryption​ (formerly known as Webroot Advanced Email Encryption and Zix Email Encryption)
  3. OpenText Core Cloud-to-Cloud Backup (formerly known as Carbonite Cloud-to-Cloud Backup and CloudAlly Cloud-to-Cloud Backup)
  4. OpenText Core Endpoint Protection (formerly known as Webroot Business Endpoint Protection)
  5. OpenText Core DNS Protection (formerly known as Webroot DNS Protection)
  6. OpenText Core Security Awareness Training (formerly known as Webroot Security Awareness Training)
  7. OpenText Core Endpoint Detection and Response

3. Availability.

For as long as You are subscribed to the Services in accordance with the Cloud Terms and Conditions, OT will use commercially reasonable efforts to ensure that the Services will be available and operational at an Uptime Percentage of at least 99.5%, as measured over any calendar month (the “Service Level Target”).

4. Service Level Target Exclusions.

The Service Level Target shall exclude Downtime resulting from:

  1. Third party service (including, without limitation, Amazon Web Services) outages or other causes beyond OT’s reasonable control;
  2. Configuration, maintenance or correction of third-party software, hardware or communications facilities;
  3. Scheduled maintenance, or emergency maintenance;
  4. Your use of an unsupported version of the Services;
  5. Force Majeure; or
  6. Your use of the Services other than in accordance with the Cloud Terms and Conditions.

5. Remedy.

If OT fails to meet the Service Level Target in any calendar month, and if You have met Your obligations under the Cloud Terms and Conditions, You may notify OT of such failure and OT will make commercially reasonable efforts to resolve the issue. If OT is unable to remedy a material issue, You may terminate Your subscription upon five (5) days’ written notice and OT shall refund a pro rata portion of Your prepaid subscription Fees for the period following the effective date of termination. The remedy specified in this Section 5 of the SLA is Your sole and exclusive remedy for a failure by OT to meet the Service Level Target or for any other claim related to unavailability of the Services.