Service Level Exhibit - Adobe Experience Platform (Effective 1 July 2019)

1.    SPECIFIC TERMS

1.1    General.  This is an exhibit to the Services Level Agreement and terms that are not defined herein are defined in the Agreement.

1.2    Covered Services.  Covered Service(s) means Adobe Experience Platform: Lite, Standard or Heavy.

1.3    User Interface

A.    Availability of the Covered Services – User Interface.  Available / Availability means when Adobe’s or its third-party monitoring services indicate that Customer is able to access the Adobe online user interface for the Covered Services.  
        
B.    Minimum Uptime Percentage: 99%

C.    Service Credits:

Uptime Percentage:              Service Credit %:
≥ 95.0% but < 99.0%        10% of Monthly Fees
≥ 90.0% but < 95.0%        15% of Monthly Fees
<90.0%                               25% of Monthly Fees

1.4    API

A.    Availability of the Covered Services – API.  Available / Availability means when Adobe’s or its third-party monitoring services indicate that Customer is able to use the Covered Service’s REST application programming interface to write programs to manage or access the Covered Services.  
        
B.    Minimum Uptime Percentage: 99%

C.    Service Credits:

Uptime Percentage:              Service Credit %:
≥ 95.0% but < 99.0%         10% of Monthly Fees
≥ 90.0% but < 95.0%         15% of Monthly Fees
<90.0%                               25% of Monthly Fees

1.5    Data Ingestion Services

A.    Availability of the Covered Services – Data Ingestion Services. Available / Availability means when Adobe’s or its third-party monitoring services indicate that the Covered Service’s Data Ingestion Services are operational enough to record supported data events.  “Data Ingestion Services” means supported inlets through which Customer can (a) directly stream Customer Data into the Covered Service (excluding Customer Data flowing through any Adobe solution) or (b) leverage the Adobe Experience Platform Extension for Experience Platform Launch to configure inlets through which Customer can directly stream Customer Data into the Covered Service via Experience Platform Launch-managed client-side or server-side libraries.

B.    Minimum Uptime Percentage: 99.5%

C.    Service Credits:

Uptime Percentage:                 Service Credit %:
≥ 95.0% but < 99.5%            10% of Monthly Fees
≥ 90.0% but < 95.0%            15% of Monthly Fees
<90.0%                                   25% of Monthly Fees

1.6    Maintenance Notification Process

Adobe will post notices regarding maintenance outages at: https://status.adobe.com.

Adobe Confidential