TUFIN TECHNOLOGIES SECURECLOUD SERVICE LEVEL AGREEMENT 
Last updated: March 4, 2020

Capitalized terms used herein shall have the meaning ascribed to them in the SecureCloud Terms of Service.

The availability of Tufin’s SecureCloud Service (the “Service Availability”) is measured as the aggregate uptime of the SecureCloud Service in each calendar month, and excludes downtime resulted from or attributable to (i) reasonable and scheduled maintenance periods as set forth below (“Planned Downtime”), (ii) reasons beyond Tufin’s reasonable control, including but not limited to, the availability of 3rd party services incorporated into or working in conjunction with the SecureCloud service (the “Service”),events of Force Majeure and any other factor beyond Tufin’s reasonable control, (iii) Customer’s software or hardware or third party software or hardware used by the Customer its agents or contractors, or both; (iii) abuses or other behaviors that violate the SecureCloud Terms and Conditions; (iv) Customer’s use of the Service inconsistent with the Service Documentation, including but not limited to unauthorized users.

Tufin will provide at least 99.9% Service Availability (“Availability Requirement”) during the Term of the Agreement or any maintenance and support subscriptions. The Service Availability is measured by Tufin on monthly basis pursuant to Unplanned Downtime (as defined below) data recorded on Tufin’s systems, and excludes Planned Downtime. Tufin shall use commercially reasonable efforts to provide the Customer with at least forty-eight (48) hours prior written notice by manner of notifications published through Service platform, or by email to Customer's contact person of any Planned Downtime. Planned Downtime may be scheduled to occur at any time, and as required in order to ensure the quality of the Service provided. Tufin shall use its best and reasonable commercial efforts to ensure that such Planned Downtime interference to the Services is minimal to the extent practicable.

Service Credit. In the event that Tufin fails to meet the Availability Requirement, Tufin shall grant to Customer a credit of 2% of the Service fees paid for the month in which the Availability Requirement was not met, for each day with at least 60 consecutive minutes of Unplanned Downtime (“Service Credit”). The aggregate Service Credits granted to Customer hereunder throughout the subscription period, shall not exceed 10% of the Service Fee paid by Customer for the subscription period.

“Unplanned Downtime” shall be measured from the moment of Customer’s written notification to Tufin through the SecureCloud platform or by email to the designated contact person, of the unavailability of the Service and until the Service Availability is restored.

The Service Credits described herein are customer’s sole and exclusive remedy for any failure by Tufin to meet the Availability Requirement.


Force Majeure. Tufin shall have no liability to the extent that the Availability Requirement is not met due to circumstances beyond Tufin’s reasonable control, including without limitation, acts of God, and acts of government, flood, fire, earthquakes, riots, war, civil unrest, acts of terror, strikes or other labor problems, or telecommunication, Internet service provider or hosting failures or delays.
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