This Support & Service Level Agreement (“SLA”) forms part of the Terms of Use. This SLA applies to the ServiceTitan Service but does not apply to separately branded services made available with or connected to the Service or to any Third-Party Services or software that in any way integrate or are used in connection with the Service.

Capitalized terms used but not defined in this SLA shall have meanings ascribed to them in the Terms of Use and/or your Order Form with ServiceTitan. 

1. Definitions

1.1. “Actual Uptime Percentage” = ((A-B+C)/A)*100, where:

A = Total Time (defined below);

B = Unavailable Time (defined below); and

C = Excluded Times (defined below).

1.2. “Monthly Subscription Fees” means those subscription fees actually paid by you in an applicable month with respect to those Services which are the basis for a Service Level Credit claim hereunder.

1.3. “Service Level Credit” means the nonrefundable dollar credit that ServiceTitan will credit to your eligible account if the Actual Uptime Percentage is less than the Uptime Percentage Threshold, and which is calculated by multiplying the Service Level Credit percentage listed in the table set forth in Section 5.1 below by the Monthly Subscription Fees.

1.4. “Total Time” means the total number of minutes in the applicable calendar month.

1.5. “Unavailable Time” means the number of minutes in the applicable calendar month during which the Service was unavailable for use, as measured and reported by the Uptime Reporting (defined below).

1.6. “Uptime Percentage Threshold” means the percentage listed in Section 5.1 below.

2. Support Responsibilities Generally. ServiceTitan will use commercially reasonable efforts to:

2.1. Correct any failure of the Service, including without limitation, repairing defects, programming corrections, and providing remedial programming required to maintain the Service so that it operates in accordance with published specifications;

2.2. Provide unlimited telephone and chat Monday-Saturday from 4:00am-5:00pm Pacific Time;

2.3. Provide unlimited email technical support with a maximum 48-hour request response service level;

2.4. Provide you with access to technical support advocates; and

2.5. Provide online access to technical support bulletins and other user support information within the Service and available community sites.

3. ServiceTitan’s Changes and Upgrades. During the Term, you shall receive access to all new versions, releases, updates, enhancements of the Service that ServiceTitan makes available to its customers generally without additional charge and within thirty (30) days of their general availability.

4. Backups. ServiceTitan shall provide for both the regular back-up of standard file systems relating to Service, and the restoration of such data on request by you due to a site failure. In particular, ServiceTitan shall use commercially reasonable efforts to meet the following recovery time objectives (RTO) and Recovery Point Objectives (RPO):

4.1. RTO of thirty (30) minutes. RTO is the targeted duration of time and Service Level within which the Service will be restored; and

4.2. RPO equal to no more than two (2) hours data loss. RPO is the maximum targeted period and Service Level in which data might be lost from the Services due to a major disruption.

5. Service Levels.

5.1. Availability. ServiceTitan will use commercially reasonable efforts to maintain an Uptime Percentage Threshold of 99.9% with respect to the Service. If, during any month throughout the Term, the Actual Uptime Percentage falls below the Uptime Percentage Threshold, then you will be eligible to receive a Service Level Credit, subject to your compliance with Section 6 below.

5.2. Service Monitoring & Management. ServiceTitan will perform regular and proactive monitoring and management of the Service. ServiceTitan shall maintain redundancy in key components in an effort to reduce Service outages due to individual component failures.

6. Service Level Reporting. To receive a Service Level Credit, you must submit a request to ServiceTitan via your customer success manager in writing within thirty (30) days from the last day of the calendar month in which you claim that the Actual Uptime Percentage failed to meet or exceed the Uptime Percentage Threshold. All submissions must include: (i) the dates and times of Unavailable Time; and (ii) any documentation of the applicable outage. Availability of the Services is measured by ServiceTitan, with reporting made available to you upon request (the “Uptime Reporting”). ServiceTitan will adjust the Uptime Reporting as necessary to account for any Excluded Times. Each Service Level Credit will be applied to future amounts payable by you to ServiceTitan for the Services. No refunds or cash value will be given. All SLA claims will be verified against the Uptime Reporting.

7.  Excluded Times. Notwithstanding any conflicting provisions, no Unavailable Time will be deemed to have occurred if such Unavailable Time: (i) is caused by factors outside of ServiceTitan’s reasonable control, including, without limitation, third party provider-related problems or issues, or Internet access or related problems occurring beyond the point in the network where ServiceTitan maintains access and control over the Services; (ii) results from any of your actions or inactions or those of any third party; (iii) results from any third party applications used by you, your equipment, software or other technology, or third party equipment, software or other technology (except equipment in ServiceTitan’s control); (iv) occurs during scheduled maintenance for which ServiceTitan will provide at least twenty-four (24) hours prior notice, and as to which ServiceTitan will use commercially reasonable efforts to schedule between the hours of 10:00pm and 4:00am Pacific Time; (v) occurs during emergency maintenance (maintenance that is necessary for purposes of maintaining the integrity or operation of the Services), regardless of whether advance notice is provided; (vi) results from any alpha, beta, developer preview, development test bed environments, descriptions of similar import or not otherwise generally available ServiceTitan features or products; or (vii) periods of Unavailable Time that are less than five (5) minutes of continuous unavailability in duration (collectively, the “Excluded Times”).

8. Sole Remedy. Service Level Credits set forth in this SLA constitute ServiceTitan’s sole and entire liability, and your sole and exclusive remedy for any failure of the Service to meet Uptime Percentage Threshold and with respect to any other breach of this SLA. In no event will the aggregate of all Service Level Credits arising hereunder in any calendar month exceed fifteen percent (15%) of the amount of the Monthly Subscription Fees.