A support ticket claim for failure to meet an SLA support ticket claim for failure to meet an SLA must be submitted within 6 calendar days after the end of the contracted month. Compensation for a valid SLA claim will be a credit against a future invoice for the service based on the duration of time during which production system processing for the service is not available (“Downtime”). 1.5. Limitation on Remedies Downtime is measured from the time customer reports the event until the time the service is restored and does not include time related to a scheduled or announced maintenance outage; causes beyond RELAYTO’s control; problems with customer or third party content or technology, designs or instructions; unsupported system configurations and platforms or other customer errors; or customer-caused security incident or customer security testing. RELAYTO will apply the highest applicable compensation based on the cumulative availability of the service during each contracted month, as shown in the table above. The total compensation with respect to any contracted month cannot exceed 30 percent of one twelfth (1/12th) of the annual charge for the service. 1.6. Frequency of Backups RELAYTO shall perform regular backups (i.e., rolling hourly & daily) of customer data to prevent data loss and facilitate data recovery in the event of system failures or unforeseen incidents. AUP ACCEPTABLE USE POLICY RELAYTO is used to bring into life some of the most important ideas of our time, and we're proud of the trust placed in us. In exchange, we trust you to use our services responsibly. You agree not to misuse the RELAYTO services ("Services") or help anyone else to do so. For example, you must not even try to do any of the following in connection with the Services: ● probe, scan, or test the vulnerability of any system or network; ● breach or otherwise circumvent any security or authentication measures; ● access, tamper with, or use non-public areas or parts of the Services, or shared areas of the Services you haven't been invited to; ● interfere with or disrupt any user, host, or network, for example by sending a virus, overloading, flooding, spamming, or mail-bombing any part of the Services; ● access, search, or create accounts for the Services by any means other than our publicly supported interfaces (for example, "scraping" or creating accounts in bulk); ● send unsolicited communications, promotions or advertisements, or spam; ● send altered, deceptive or false source-identifying information, including "spoofing" or "phishing"; 15 of 52