Notice: We updated our Terms of Service in March 2024. Notwithstanding section 11.3 below, if your company has an executed agreement with Balto, then the terms and conditions of such executed agreement shall prevail over the online Balto Terms of Service displayed below.

For all other customers, your use of the Service will be governed by the Balto Terms of Service displayed below.

PLEASE READ THESE TERMS OF SERVICE CAREFULLY. THESE TERMS OF SERVICE, TOGETHER WITH THE ORDER, IS A BINDING CONTRACT FOR THE USE OF THE BALTO SOFTWARE, INC. SERVICE. IF YOU DO NOT AGREE TO BE BOUND BY ALL OF THE PROVISIONS OF THESE TERMS OF SERVICE THEN DO NOT ACCESS OR USE THE BALTO SOFTWARE, INC. SERVICE.

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AGREEMENT:

These Software as a Service (SAAS) Terms of Service are entered into as of the date of last signature below (the “Effective Date”) between the client identified in the Order Form (“Client”) and Balto Software, Inc., a Delaware corporation with a principal place of business at 911 Washington Ave., Ste. 722, St. Louis, MO 63101 (“Balto”). The “Agreement” means these Software as a Service (SAAS) Terms of Service together with the Order Form. Client and Balto Software may each be known as the “Party” or collectively as the “Parties.”

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SECTION 1. DEFINITION

1.1 “Affiliate” means any parent, subsidiary, or other company or entity that directly, or indirectly through one or more intermediaries, controls, is controlled by, or is under common control with, or which operates, or is operated by, Client. The term “control” means the power to direct or cause the direction of the management and policies of an entity, whether through the ownership of voting securities, by contract, or otherwise. 

1.2 “Agent Seat” means a license that is provided to an Authorized User who is making telesales or service calls processed by the Service.

1.3 “Authorized Users” shall include: (a) all directors, officers, and employees of Client and any Affiliate; and (b) any other person making telesales or service calls using the Service on behalf of Client and any Affiliate.

1.4 “Client Data” means:

1.5 “De-Identified Data” means data that is derived from Client Data by Balto and that has been de-identified from Client and any individual using industry standard methods such as deleting or masking personal identifiers (for example, by deleting a name and a social security number), and suppressing or generalizing quasi-identifiers (for example, suppressing a date of birth and a zip code). 

1.6 “Documentation” means the documentation for the Service provided in writing or in online documentation, as well as training and tutorial videos and materials, and telesales agent playbook materials which Balto makes generally commercially available to its customers.

1.7 “Fees” means those Service subscription fees and other fees set forth on the Order Form.

1.8 “Intellectual Property Rights” means all intangible legal rights or interests evidenced by or embodied in (a) any idea, design, concept, technique, invention, discovery or improvement, regardless of patentability, but including patents, patent applications, trade secrets, and know-how; (b) any work of authorship, regardless of copyright-ability, but including copyrights and any moral rights recognized by law; (c) any trademark, trade name or service mark; and (d) any other intellectual property, proprietary or similar rights, in each case, including all goodwill pertaining thereto and on a worldwide basis.

1.9 “Manager Seat” means a license that is provided to an Authorized User who does not make telesales or service calls processed by the Service and has access to the reporting dashboard for the Service.

1.10 “PCI DSS” means the Payment Card Industry Data Security Standard.

1.11 “Order Form” means an order form provided by Balto and executed by the Parties which references these Software as a Service (SAAS) Terms of Service.

1.12 “Service” means Balto’s hosted, proprietary software as a service described on the Order Form and the related Documentation.

SECTION 2. LICENSE TERMS

2.1. Grant of Access. Subject to the terms and conditions of this Agreement, Balto hereby grants to Client a limited, non-transferable, non-exclusive and non-sublicensable license to, and to permit its Affiliates and Authorized Users to, access and use the Service during the Term (defined below) for the internal business purposes of Client and its Affiliates, up to the maximum number of Agent Seats and Manager Seats identified in the Order Form. Client will remain liable for the actions and inactions of its Affiliates under this Agreement. This Agreement does not permit access by persons who are not Authorized Users.

2.2. Changes. Balto continually strives to improve its products and services, and reserves the right to improve or modify the Service in any manner and at any time, including during the Term, at its sole discretion; provided however that such modifications will not materially reduce the functionality of the Service.

2.3 Uptime. The Service will be available according to the service levels described in Exhibit B (“SLA”).

2.4. Feedback. Balto shall have a royalty-free, worldwide, perpetual license to use or incorporate into the Service any suggestions, ideas, enhancement requests, feedback, recommendations or other information provided by or on behalf of Client, solely as such information relates to the Service and expressly excluding any Client Data or other Client Confidential Information.

2.5. Suspension. Balto may suspend access to the Service, in whole or in part, if (i) Client or its Authorized Users are using the Service in violation of this Agreement or applicable law, (ii) Client’s systems or account has been compromised or unlawfully accessed, (iii) required under the law, or (iv) Client fails to pay the applicable fees within twenty (20) days of when due.

2.6. Prohibitions. Use of and access to the Service is permitted only by Authorized Users. Client shall not allow any third party to use or view the Service without Balto’s prior written consent. Under no circumstances may Client modify, decompile, reverse compile, disassemble, reverse engineer, decrypt, or otherwise seek to recreate the source code of the Service, adapt the Service in any way, use the Service to create a derivative work, or grant any other person or entity the right or access to do so, without the advance written consent of Balto. Except as expressly authorized by this Agreement, Client shall not modify, copy, duplicate, reproduce, unbundle, sublicense, hypothecate, sell, assign, transfer, display, distribute, lend, rent, or lease the Service or any portion thereof to any third party. All proprietary and/or other notices of Balto or its licensors, if any, shall be provided and maintained on the Service at all times.

2.7. Ownership of the Service 

2.8. Notification. If Client becomes aware of any determination, discovery, or notification that any person or entity is or may be misusing or infringing any Service, Client shall notify Balto.

2.9. Order Forms and Special Terms. Client shall order the Service pursuant to an Order Form. Each Order Form shall include at a minimum a listing of the Service, any Professional Services, the number of Agent Seats and Manager Seats (if limited) and the subscription period start and end date. Except as otherwise provided on the Order Form, each Order Form shall be subject to the terms and conditions of these Software as a Service (SAAS) Terms of Service. To the extent these Software as a Service (SAAS) Terms of Service conflict with the express terms of an Order Form, the terms of the Order Form will prevail.

SECTION 3. SUPPORT SERVICES; PROFESSIONAL SERVICES

Subject to Client’s payment of the Fees, during the Term, Balto shall provide Client, at no additional charge, with the Support Services described at Exhibit A. the event that Client requests software consulting and management services, information technology services, installation services, training services, or other professional services acceptable to Balto (“Professional Services”) then the Parties shall execute an Order Form or statement of work covering such Professional Services.

SECTION 4. FEES

4.1. Fees.  Client shall pay to Balto the Fees in the amount, at the times, and in the manner set forth in the Order Form, subject to Section 6.1 (regarding Renewal Term pricing). If Balto has not received payment within fifteen (15) days after the due date, interest shall accrue on past due amounts at the rate of one and one-half percent (1.5%) per month, but in no event greater than the highest rate of interest allowed by law, calculated from the date such amount was due until the date that payment is received by Balto. Fees do not include any applicable taxes or duties, including, without limitation, state and local use, sales and property taxes and duties. Client is responsible for all taxes and duties incurred as a result of its purchase, license, use of, or access to the Service.

4.2. Overages. Pricing for the Service is based on the permitted maximum number of Agent Seats entitled to access the Service stated on the Order Form. If Client’s number of Agent Seats exceeds the permitted maximum in any given month, then Client shall agree to upgrade its permitted maximum number of Agent Seats to account for the overage in the prior month, and pay the related additional Fees on a prorated basis for the remainder of the Order Form term. Additional Fees will be calculated using the “monthly per seat fee”  listed on the Order Form.

SECTION 5. CLIENT OBLIGATIONS 

5.1. Credential Security. Client shall be solely responsible for the security and confidentiality of any usernames or passwords granted to Client or its Authorized Users to access the Service, and shall limit disclosure of such usernames and passwords to its Authorized Users. Client shall be solely responsible for any authorized or unauthorized access to the Service using such usernames and passwords, and any actions taken thereunder.

5.2. Compliance with Laws. Client shall ensure that it and its Affiliates and Authorized Users use the Service only in accordance with applicable laws, including but not limited to all consumer protection and data privacy laws.

5.3. Client Security Obligations.  Client  shall, and shall cause its Affiliates and Authorized Users to: (a) comply with any applicable data and cybersecurity laws and regulations and (b) use only secure methods, according to accepted industry standards, when transferring or otherwise making available Client Data to Balto, including compliance with PCI DSS if applicable. Client  shall cooperate with, and shall cause its Affiliates and Authorized Users to cooperate with, implementation of the PCI DSS shared responsibility matrix (as described by Balto in written documentation provided to Client) and restrictions on use of payment card data, if applicable. Client and its Affiliates and Authorized Users shall treat Balto’s information security policy and SOC 2 reports as Confidential Information under this Agreement. Client shall notify Balto at cybersecurity@balto.ai of a breach of Client Data or of its own systems that may affect the Service without undue delay after becoming aware of such a breach.

5.4. Prohibited Content. Client shall ensure that Client and all Authorized Users shall not, and shall not permit any third party to, distribute, upload, transmit, store, make available or otherwise publish or process through the Service any Client Data that: (a) is unlawful or encourages another to engage in anything unlawful; (b) contains a virus or any other similar programs or software which may damage the operation of Balto’s or another’s computer; (c) violates the rights of any third party or infringes upon the patent, trademark, trade secret, copyright, or other intellectual property right of any third party; or, (d) is libelous, defamatory, obscene, invasive of privacy or publicity rights, abusing, harassing, fraudulent, misleading, or illegal. Client understands and agrees that Balto reserves the right to edit, modify or remove content being hosted by Balto, including for violations of the above standards.

5.5. Prohibited Use. Client shall ensure that Client and its Authorized Users shall not (a) use the Service for any conduct or activity that violates applicable law or for any illegal or unlawful purpose; (b) resell, distribute, or sublicense the Service or use any of the foregoing for the benefit of anyone other than Client or the Authorized Users; (c) use the Service to build or research a competing product or service; (d) interfere with, impair or disrupt the Service and related Balto systems; (e) introduce any virus or programming routine which is intended to or does disrupt or interrupt the use of the Service or Balto’s systems; or (f) reverse engineer or otherwise conduct research into the internal operations of the Service.

SECTION 6. TERM & TERMINATION

6.1. Term. The initial term (the “Initial Term”) of this Agreement shall be as specified in the initial Order Form, unless terminated earlier pursuant to Section 6.2. Unless either Party provides notice in writing at least thirty (30) days before the last day of the Initial Term or then-current Renewal Term, as appropriate, that such Party does not wish to renew this Agreement, this Agreement will automatically renew for successive additional terms equal in length to the Initial Term or one year, whichever is greater (each, a “Renewal Term”), at the pricing in effect in the then-current Initial Term or then-current Renewal Term, as the case may be, plus eight percent (8%). The Initial Term and Renewal Term are referred to as the “Term.”

6.2. Termination. This Agreement may be terminated by either Party as provided in the Order Form. In addition, if a Party materially breaches this Agreement, the other Party may terminate this Agreement by giving thirty (30) days prior written notice, provided that the material breach set forth in such notice is not cured to the reasonable satisfaction of the nonbreaching Party within such thirty (30) day period. 

6.3. Effect of  Termination. 

SECTION 7. LIMITED WARRANTY, DISCLAIMER, LIMITATION OF LIABILITY

7.1 Mutual  Warranties. Each Party represents and warrants that it has the full right and authority to enter into, execute, and perform its obligations under this Agreement. 

7.2 Balto Warranty.  Balto represents and warrants that when used in accordance with the Documentation the Service will perform substantially in accordance with the Documentation. Client’s sole and exclusive remedy for breach of this warranty in Subsection 7.2 shall be for Balto to correct the Service at its own expense so that it conforms to the warranty.

7.3 Client Warranties. Client represents and warrants that it complies with all applicable laws, including personal data processing and consumer protection laws, when using the Service. Client represents and warrants that Client owns or has the necessary licenses, rights, consents, and permissions to use and to authorize Balto to use Client Data in the manner contemplated under this Agreement.

7.3 Disclaimer. EXCEPT AS EXPLICITLY PROVIDED IN THE AGREEMENT, THE SERVICE AND ANY PROFESSIONAL SERVICES ARE PROVIDED “AS IS” WITHOUT ANY WARRANTY OF ANY KIND. BALTO EXPRESSLY DISCLAIMS ALL OTHER WARRANTIES OF ANY KIND, EXPRESS, IMPLIED OR OTHERWISE, INCLUDING, WITHOUT LIMITATION, WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AVAILABILITY, SUITABILITY OR NON-INFRINGEMENT. EXCEPT AS EXPLICITLY PROVIDED IN THE AGREEMENT, BALTO DOES NOT WARRANT AND SPECIFICALLY DISCLAIMS ANY REPRESENTATIONS THAT THE SERVICE WILL MEET CLIENT’S REQUIREMENTS, THAT ACCESS TO OR OPERATION OR USE OF THE SERVICE WILL BE UNINTERRUPTED OR ERROR FREE, OR THAT RESULTS WILL BE TIMELY, ACCURATE, ADEQUATE OR COMPLETE. BALTO MAKES NO WARRANTY AND ASSUMES NO RESPONSIBILITY OR LIABILITY REGARDING ANY RELATIONAL DATABASE SERVICE OR SERVERS, OR ANY OTHER THIRD PARTY HARDWARE OR SOFTWARE WITH WHICH THE SERVICE COMMUNICATES OR OPERATES.

SECTION 8. LIMITATION OF LIABILITY

8.1 Disclaimer of Indirect Damages. Except as stated in Section 8.3, neither Party shall be liable for any indirect, incidental, consequential, special, exemplary or punitive damages (including loss of use, data, business or profits) regardless of the theory of liability.

8.2 Cap on Liability. Except as stated in Section 8.3 and except for each Party’s liability for damages related to claims that are the subject of indemnification under this Agreement, neither Party shall be liable for aggregate damages in excess of the fees paid or payable by Client under this Agreement during the twelve months prior to the event giving rise to liability, regardless of the theory of liability. Each Party’s total liability for damages related to claims that are the subject of indemnification under Section 8 (Indemnification) shall not exceed three times the fees paid or payable by Client under this Agreement during the twelve months prior to the event giving rise to liability.

8.3 Exclusions. The limitations of liability set forth in Sections 8.1 and 8.2 do not apply to either Party’s gross negligence, intentional misconduct, or where not permitted by law. The limitations of liability set forth in Section 8.2 do not apply to either Party’s liability for misappropriation of the other Party’s intellectual property.

8.4 Independent Allocation of Risk. The limitations and exclusions of this Section apply even if the liable Party has been advised of the possibility of such damages, even if the damages were foreseeable and even if a limited remedy fails of its essential purpose. Each provision of this Agreement that provides for a disclaimer of warranties, exclusion of damages or limitation of liability is to allocate the risks of this Agreement between the parties. This allocation of risk is reflected in the pricing offered by Balto to Client and is an essential element of the basis of the bargain between the parties. Each of these provisions is severable and independent of all other provisions of this Agreement. If applicable law limits the application of the provisions of this Section, then the limitations will apply to the maximum extent permissible.

SECTION 9. INDEMNIFICATION

9.1 By Balto. 

9.2 By Client. 

SECTION 10. CONFIDENTIALITY

10.1 Definition. “Confidential Information” means: (a) in the case of Client, all Client Data, and (b) in the case of Balto, trade secrets, know-how, any and all non-public features of the Service including, without limitation, the pricing plans and features, the Order Form, and all pages and materials on the Balto website that are accessible only after logging in. Notwithstanding the foregoing, Confidential Information does not include information that: (i) is in receiving Party’s possession at the time of disclosure without an obligation of confidentiality; (ii) is independently developed by receiving Party without use of or reference to Confidential Information; (iii) becomes known publicly, before or after disclosure, other than as a result of wrongdoing by receiving Party; or (iv) is approved for release in writing by disclosing Party.

10.2 Confidentiality Restrictions. Receiving Party shall not use Confidential Information for any purpose other than to provide, facilitate, access or use the Service as allowed under this Agreement. Receiving Party shall not disclose Confidential Information: (a) to any employee or contractor of receiving Party unless such person needs access in order to provide, facilitate the access or use the Service and is subject to a nondisclosure agreement with receiving Party; or (b) to any other third party without disclosing Party’s prior written consent, or as expressly permitted under this Agreement.  Receiving Party shall protect Confidential Information with the same degree of care it uses to protect its own confidential information of similar nature and importance, but with no less than reasonable care.  With respect to each item of Confidential Information, the obligations of this Subsection will continue for five years after the date of disclosure, except that confidentiality obligations related to trade secrets shall continue in perpetuity.

10.3 Exceptions. Notwithstanding the provisions of Subsection 10.2, receiving Party may disclose Confidential Information to the extent required by applicable law or by proper legal or governmental authority, provided that receiving Party shall, to the extent allowed by law, give disclosing Party prompt notice of any such legal or governmental demand and reasonably cooperate with disclosing Party in any effort to seek a protective order or otherwise to contest such required disclosure by lawful means, at disclosing Party’s expense.

SECTION 11. CLIENT DATA

11.1 Ownership. The Service involves the receipt and processing  of Client Data. Subject to the limited license grants at Section 11.2, Client retains all Intellectual Property Rights and all right, title and interest in the Client Data.

11.2 License. Client grants to Balto a revocable, limited, non-exclusive, non-transferable (subject to Section 12.2), right and license to: 

11.3 Accuracy. All Client Data that is input into the Service originates from Client and its Affiliates and Authorized Users, and as such, is not in the control of Balto. Balto does not initiate the uploading or input of Client Data to the Service and does not monitor the content or accuracy of such Client Data. Without limiting the generality of any other provision of this Agreement, Balto shall have no responsibility or liability related to the accuracy, content, currency or completeness of the Client Data that is input into the Service by Client.

11.4 Client Data Access, Backup and Deletion. 

10.5 Client Data Security. Balto will employ security measures to protect Client Data in accordance with industry standards and Balto’s information security policy, as amended from time to time to reflect current industry standards.  If, under this Agreement, Client provides credit, debit, or other payment cardholder information to Balto pursuant to this Agreement, then Balto will comply with applicable PCI-DSS requirements when processing such Client Data.

SECTION 12. GENERAL PROVISIONS

12.1 Relationship of the Parties. The relationship of Balto and Client established by this Agreement shall be solely that of independent contractors, and nothing herein shall create or imply any other relationship. Balto does not grant Client or any of Client’s representatives the power or authority to make or give any agreement, statement, representation, warranty or other commitment on behalf of Balto, or to enter into any contract or otherwise incur any liability or obligation, express or implied, on behalf of Balto, or to transfer, release or waive any right, title or interest of Balto. Balto shall have the right to determine the method, details, and means of performing any services pursuant to this Agreement. 

12.2 Assignment. Except for an assignment to an Affiliate, this Agreement and any Order Form may not be assigned by either Party without the prior written approval of the non-assigning Party, provided that Balto may assign this Agreement along with any Order Forms to (a) an acquirer of all or substantially all of Balto’s assets involved in the operations relevant to this Agreement; or (b) a successor by sale, merger, acquisition, recapitalization, reorganization or other combination. Any purported assignment in violation of this Section will be void. This Agreement and applicable or any Order Forms may be enforced by and are binding on permitted successors and assigns.

12.3 Entire Agreement; Modification. This Agreement, including any Order Form, exhibits and schedules hereto and any separate support and maintenance agreement between the Parties, constitutes the entire agreement of the Parties with respect to the subject matter hereof and supersedes all prior agreements, both oral and written, with respect to the subject matter hereof. Except as otherwise provided herein, no amendment or modification of this Agreement or any exhibit or schedule shall be effective unless in writing and signed by the Parties to be bound.  The Parties may agree to changes in Agent Seats, Fees, and other similar terms via e-mail, by individuals with the requisite authority, provided that such terms are sufficiently described therein. In the event any provisions contained in a separate support and maintenance agreement, exhibit, or schedule hereto expressly conflict with any terms, conditions or clauses contained in this Agreement, the provisions of such separate agreement, exhibit, or schedule shall govern to the extent such provisions expressly conflict. No use of trade or other regular practice or method of dealing between the Parties shall be used to modify, interpret, supplement or alter in any manner the terms of this Agreement.

12.4 Attorneys’ Fees. In the event of a breach of this Agreement, the breaching Party will reimburse the non-breaching Party for all costs and expenses reasonably incurred by the non-breaching Party in connection with the breach, including, without limitation, attorneys’ fees. Additionally, in the event any suit or action is brought to enforce or interpret any of the terms of this Agreement, the prevailing Party will be entitled to recover from the other Party all reasonable attorneys’ fees incurred at trial, on appeal, and on any petition for review, together with such other expenses, costs, and disbursements as may be allowed by law.

12.5 Governing Law; Venue. This Agreement shall be governed by and construed, interpreted, and enforced in accordance with the laws of the State of Missouri, without reference to its conflicts or choice of law principles. The Parties agree that the sole and exclusive jurisdiction and venue for any and all disputes arising under this Agreement shall be in any court located in or having jurisdiction over St. Louis City, Missouri. Each of the Parties hereby irrevocably submits and consents to the personal jurisdiction of such courts.

12.6 Force Majeure. Neither Party will be liable for any delay in performing its obligations (other than payment of money) if the delay is caused by any event beyond the reasonable control of the Party, including, without limitation, acts of nature, war or insurrection, civil commotion, destruction of production facilities or materials by earthquake, fire, storm or flood, material or products shortages, labor disturbances, epidemic, disruption or slow speed of the Internet, breakdowns of security or introduction of computer viruses (and the like) by third parties, any manufacturer or supplier delay in delivery or non-delivery, governmental action, terrorist attack or other similar event. 

12.7 Compliance with Export Laws. Each Party shall comply with the export laws and regulations of the United States and other applicable jurisdictions in providing and using the Service. Without limiting the foregoing, Client warrants and represents that it is not named on any U.S. government list of persons or entities prohibited from receiving exports, and Client shall not use, export or re-export the Service in violation of any U.S. export embargo, prohibition or restriction. Client shall promptly provide notice to Balto if this warranty and representation is no longer accurate.

12.8 Severability. If any term or provision of this Agreement shall be held to be invalid, illegal or unenforceable, the remaining terms and provisions of this Agreement shall remain in full force and effect, and such invalid, illegal or unenforceable term or provision shall be deemed not to be part of this Agreement.

12.9 Publicity. Client grants Balto the right to refer to the name of Client in Balto’s customer listings, on its websites, and in marketing brochures, and press releases.

12.10 Notice and Communications. Each party will send notices made pursuant to this Agreement in writing by e-mail and postal delivery or a reputable international courier service, in either case with all postage and delivery fees pre-paid and a delivery confirmation required, to the addresses provided for such party on an applicable Order Form, or to such updated address as the party provides by notice in accordance with this Subsection.  Notice will be deemed given when actually received by the other party, or when delivery is refused.  Client questions or communications regarding Balto, the Service, or this Agreement can be sent to support@balto.ai but will not serve as notice under this Agreement.

12.11 Survival. Provisions of this Agreement that by their nature are intended to survive will continue to apply in accordance with their terms, including, without limitation, the terms and provisions of Sections 1, 2.4, 4 and 6 – 12.

12.12 Counterparts. This Agreement may be executed in counterparts, each of which shall be deemed an original and all of which together shall constitute one instrument.

Exhibit A

Support Services

Balto provides most Support Services Monday through Friday, 7am to 6pm Central Time.

• Unlimited Service Requests and Case Management
• Email & Video Call support 
  • Email: support@balto.ai
  • Video Calls are scheduled via the same email address
• Balto will respond to Client reports of a problem based on the severity level, as listed below. A response is an initial reply to the reported issue and may not constitute a resolution at that time.
• Access to error correction updates designed to solve or by-pass a reported issue
• Proactive escalation 

Level Description

Level	Description	Response Time
Severity 1	Major Impact  An issue that cannot be reasonably circumvented and which is an emergency condition that significantly restricts Client’s ability to perform necessary business functions.	4 Business Hours
Severity 2	Moderate Impact  An issue that restricts Client’s ability to use one or more features.	8 Business Hours
Severity 3	Minor Impact  (Performance/Operational Impact).  An issue that restricts the Client’s ability to use one or more features to perform a necessary business function, but which can be reasonably circumvented.	2 Business Days
Severity 4	No Issue A request for general support, installation questions or new feature requests.	2 Business Days

Exhibit B

Service Level Agreement

Balto provides a 99.5% Uptime Commitment for the Service, as described below.  

Downtime‍

“Downtime” starts when a critical Balto service is confirmed unavailable and concludes when service is restored, excluding non-business hours.

Downtime excludes the following:

• Issues that are related to external apps or third parties, including third-party phone systems
• Slowness or other performance issues that don’t prevent the use of Balto
• Any downtime for products or features we identify as pilot, alpha, beta or similar 
• Issues related to external apps, networks and equipment outside of our reasonable control
• Reporting, playbook configuration and user management in Balto Cloud
• Non-critical workflows or workflows with workarounds
• Issues not impacting a significant subset of customers

(collectively, “Permitted Downtime”).

Uptime Commitment‍

Uptime is the percentage of total possible minutes the Service was available during a month. Balto’s commitment is to maintain at least 99.5% Uptime, calculated as follows:

(the “Uptime Commitment”).‍

Service Credits‍

If the Service falls short of the  Uptime Commitment then Balto will apply a credit to each affected account equal to 10 times the amount that the customer paid for the period the Service was down in excess of the Uptime Commitment (we call these Service Credits). 

Service Credits are not refunds, cannot be exchanged into a cash amount, are capped at a maximum of 30% of paid service during the month in which the Downtime occurred, require you to have paid any outstanding invoices prior to the Downtime event and expire upon termination of your customer contract. Service Credits are the sole and exclusive remedy for any failure by Balto to meet its Uptime Commitment.‍

Note‍

Downtime may not impact every customer account at the same time or in the same way. For example, some accounts may receive Service Credits during an outage to their Service, while other accounts that have not been similarly affected will not. To review current and historical Uptime in general (not specific to any one customer), visit https://status.balto.ai/.