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In the event any Single EC2 Instance does not meet the Instance-Level SLA, you will be eligible to receive a Service Credit as described below.

If Google does not meet the SLO, and if Customer meets its obligations under this SLA, Customer will be eligible to receive the Financial Credits described below.

In the event an applicable Cloud Service listed above does not meet its Service Commitment for the Availability Service Level Agreement under this subsection, You will be eligible to receive Service Credits for such Non-Compliant Service, with the Service Credit Percentage determined as follows:

Furthermore, if Twilio fails to achieve a Successful Connection Rate for the SendGrid Services API during the calendar months in which Customer has purchased the Email Strategy - Gold, Enterprise Program Management, or Enterprise Program Management & Strategy package, Customer will be eligible to request a Service Credit equal to ten percent (10%).

Failure to comply with this requirement will forfeit Customer’s right to receive a Financial Credit.

2. Service Commitments Applicable APIs Monthly Uptime Percentage Threshold Service Credit Services APIs 99.95% 10% credit equivalent Twilio Services APIs during the calendar months in which Customer has purchased the Twilio Administration Edition or Twilio Enterprise Edition 99.99% 10% credit equivalent SendGrid Services API during the calendar months in which Customer has purchased the Email Strategy - Gold, Enterprise Program Management, or Enterprise Program Management & Strategy package 99.99% 10% credit equivalent

Customer has the right, exercisable no more than once (1) per calendar month during the time period in which Customer has purchased the Email Strategy - Gold, Enterprise Program Management, or Enterprise Program Management & Strategy package, to request a report from Twilio indicating the Successful Connection Rate applicable to Customer’s email sends during the previous thirty (30) days.

Customer has the right, exercisable no more than once (1) per calendar month during the time period in which Customer has purchased the Email Strategy - Gold, Enterprise Program Management, or Enterprise Program Management & Strategy package, to request a report from Twilio indicating the Successful Connection Rate applicable to Customer’s email sends during the previous thirty (30) days.

AWS will use commercially reasonable efforts to make Amazon EC2 available for each AWS region with a Monthly Uptime Percentage of at least 99.99%, in each case during any monthly billing cycle (the “Region-Level SLA”).

Your credit request must be received by us by the end of the second billing cycle after which the incident occurred and must include the information specified below for the Region-Level SLA and Instance-Level SLA, respectively.

If a claim under the Region-Level or Instance-Level SLA is confirmed by us as valid, we will issue you a Service Credit within one billing cycle following the month in which your request is confirmed by us.

the Covered Service will provide a Monthly Uptime Percentage to Customer of at least 99.95% (the "Service Level Objective" or "SLO").

Customer Must Request Financial Credit.

In order to receive any of the Financial Credits described above, Customer must notify Google technical support within thirty days from the time Customer becomes eligible to receive a Financial Credit.

Availability Service Level Agreement With respect to a Cloud Service listed above for which the Availability Service Level Agreement under this subsection applies, Oracle will use commercially reasonable efforts to have each such Service available with a Monthly Uptime Percentage (as defined below) of at least 99.9% during any calendar month (the “Service Commitment”).

To receive a Service Credit, Customer must submit a request to Customer Support via https://www.twilio.com/help/contact for the Twilio Services APIs and https://support.sendgrid.com for the SendGrid Services API within thirty (30) days from the last day of the calendar month in which Customer claims Twilio failed to meet the applicable Monthly Uptime Percentage Threshold or achieve a Successful Connection Rate.

Customer may subscribe to email notifications for status updates at https://status.twilio.com for the Twilio Services APIs and https://status.sendgrid.com for the SendGrid Services API.

Service Credits will not entitle you to any refund or other payment from AWS.

(ii) that result from any actions or inactions of you, including failure to acknowledge a recovery volume or respond to resource health concerns;

Capitalized terms used in this SLA, but not defined in this SLA, have the meaning set forth in the Agreement.

The aggregate maximum number of Financial Credits to be issued by Google to Customer for any and all Downtime Periods that occur in a single billing month will not exceed 50% of the amount due by Customer for the use of the Covered Service for the applicable month.

“Control Plane API Error Rate” means, on a per Availability Domain basis, the percentage value corresponding to: (i) the total number of internal server errors returned by the applicable Cloud Service with an error status of “Internal Service Error” or “Service Unavailable” in a five-minute period during a calendar month divided by, (ii) the total number of Control Plane API requests made to such Cloud Service in such five-minute period.

Service Credits are not available in the form of refunds.

Last Updated: May 25, 2022 This Amazon Compute Service Level Agreement (this “SLA”) is a policy governing the use of Amazon Elastic Compute Cloud (“Amazon EC2”)* and applies separately to each account using Amazon EC2.