Gurobi Optimization Instant Cloud Service Level
Agreement (SLA)
Gurobi Optimization (“Gurobi”) will use commercially reasonable efforts to maximize theavailability of Instant Cloud and where the service availability falls below certain
specified metrics, Gurobi will provide applicable Service Level Credits. The detailed
requirements for Service Level Credit eligibility are set forth below.
Gurobi will provide at least 90 days advance notice of any adverse changes to this SLA.

Service Level
You are eligible to receive a service level credit toward your Instant Cloud license if You
experience less than 99.9% availability. Availability downtime is the total minutes You
are unable to connect to the Instant Cloud service or access Your Compute Serverinstances. Total downtime minutes start when You can establish a loss of connectivity
through logs or other relevant records.
"Minutes in the Month" is the total number of minutes in a given calendar month.
"Downtime" is the total accumulated minutes that are part of Minutes in the Month thathave no Instant Cloud service or Compute Server instance connectivity.
"Monthly Uptime Percentage" is calculated by the percentage of Minutes in the Month inwhich a Downtime occurred.
“Monthly Uptime Percentage” = (Minutes in the Month - Downtime) / Minutes in theMonth X 100
If Gurobi’s Instant Cloud does not achieve the Monthly Uptime Percentages set forth in
the table below, then You may be eligible for a Service Level Credit.
MONTHLY UPTIME PERCENTAGESERVICE LEVELCREDITLess than 99.9% but greater than or equal to 99.0%

10%Less than 99%

25%"Applicable Monthly Service Fees" means the total fees paid by You for a given Instant
Cloud license during the month in which Downtime occurred. One-time payments suchas annual fees are excluded.
"Service Level Credit" is the percentage of the Applicable Monthly Service Fees to becredited to You, as set forth in the table above, if Gurobi approves Your claim.
April 2020

For example, if You experience 3 hours of Downtime during a month that has 30 days, itwill represent a monthly uptime percentage of (43200-180)/43200*100= 99.58%. Since
this is less than 99.9% but more than 99%, You may be eligible for a 10% service levelcredit.

Customer Obligations
To be eligible for a Service Level Credit:
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You must create a support ticket with Gurobi within 4 hours of first becoming
aware of an event that impacts service availability.
You must submit your claim and all required information by the end of the month
immediately following the month in which the Downtime occurred.
You must include all information necessary for Gurobi to validate Your claim,
including: (i) a detailed description of the events resulting in Downtime, includingYour request logs that document the errors and corroborate Your claimed outage(with any confidential or sensitive information in the logs removed or replacedwith asterisks); (ii) information regarding the time and duration of the Downtime;(iii) the number and location(s) of affected users (if applicable); and (iv)
descriptions of Your attempts to resolve the Downtime at the time of occurrence.
You must reasonably assist Gurobi in investigating the cause of the Downtime
and processing Your claim.
You must comply with the Gurobi Cloud license agreement, applicable Instant
Cloud documentation and any advice from our support team.

Service Level Credits
If Gurobi determines that You have satisfied the obligations set forth above and that nolimitations or exclusions apply, Gurobi will notify You of Your applicable Service Level
Credit within 60 days of receipt of Your claim.
Gurobi will apply Service Level Credits to the license that experienced the Downtime.
Service Level Credits will not be applied to fees for any other Instant Cloud license or
any other Gurobi Optimization product.
Service Level Credits are Your sole and exclusive remedy under this SLA.

Limitations and Exclusions
This SLA applies only to Silver and Gold Instant Cloud licenses. This SLA does not
apply to any other Cloud license types. This SLA does not apply to custom cloud
deployment.
This SLA does not include downtime or failures that are related to Instant Cloud UI
unavailability, or the time it takes to reload, configure, enable, or access content.
No Service Level Credits will be provided for Downtimes that are the result of:April 2020

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Expired customer licenses (expiration time is expressed as a GMT date)
Out of credit customer licenses (license credit is less than or equal to the creditlimit)
Customer infrastructure failures (network, hardware, software)
Customer network configuration issues (proxy, firewall)
Customer-caused security incidents, security testing, or resulted from ourthrottling of suspected abusive behavior
Network or device failures between the customer site and Instant Cloud servers
Failures of services, hardware, or software provided by a third party, such as
cloud platform services on which Instant Cloud runs
Capacity limits or quotas of cloud platform services on which Instant Cloud runs
Inadequate Compute Server machine configuration (memory, number of cores)
Compute Server instances are being provisioned or terminatedInvalid authentication
Scheduled downtimes for maintenance and upgrades as notified in advance atstatus.gurobi.com
The use of preview, pre-release, beta, trial versions of Instant Cloud or Gurobi
client libraries
The use of Gurobi versions that are past their end-of-support date
Events of Force Majeure such as natural disaster, war, acts of terrorism, riots,
government action, etc.
Other causes beyond Gurobi's reasonable control

April 2020