you put it in an account or document; and any personal information you choose to upload into Stored Data. Purposes: provide, secure, bill, and improve RELAYTO AI; communicate about the account; comply with law. Retention: Account Data and Stored Data for the Term plus at least 30 days after termination, then deletion subject to legal hold and backup expiry; analytics logs for the Term unless the Order Form states a longer period. Sold or shared for cross-context behavioral advertising: no. Sensitive personal information is not required. We do not use or disclose sensitive personal information for purposes that require a Limit Use right under CPRA. Other US state laws. Residents of Virginia, Texas, and other states with similar consumer privacy statutes may use the same email and the same rights that their statute actually grants. This addendum does not make RELAYTO Limited a controller of Customer Stored Data. This addendum does not change the GDPR DPA or the Standard Contractual Clauses. Those instruments still control Personal Data subject to EU or UK law. UK transfers: where UK GDPR requires a transfer tool other than the EU SCCs alone, the parties will execute the UK International Data Transfer Addendum to the EU Commission SCCs (the "UK IDTA") on request. Until the UK IDTA is signed, the EU SCCs plus this DPA apply to the extent permitted by UK GDPR. SLA SERVICE LEVEL AGREEMENT RELAYTO will use commercially reasonable efforts to maximize the availability of its services, and provides performance guarantees as detailed below. 1.1. Availability RELAYTO guarantees 99.9% availability of RELAYTO systems utilized to provide services during any calendar month. If RELAYTO fails to meet its availability guarantee, RELAYTO will credit customer's account with an amount according to the table below: Availability during a contracted month Compensation (% of monthly fee) <99.9% 10% <99% 20% <95% 30% 1.2. Support Availability RELAYTO provides a ticket system that can accept new tickets via e-mail or web support system. This system is available at all times to the customer to open new tickets or update existing tickets. All tickets submitted will be acknowledged and provided a unique tracking identifier. 1.3. Support Engagement RELAYTO engineers will engage the customer within one (1) hour upon ticket acknowledgment for urgent Issues. Initial and ongoing contact is to be made via e-mail, unless other mutually-agreeable arrangements are made. Premium support, often including real-time Quarterly Business Reviews 15 of 53