OneRoom Health Service Level Agreement (SLA)

a. Service Level. During the Order Term, OneRoom will use commercially reasonable efforts to ensure the OneRoom Platform provided under the terms of the Agreement will be Available to Customer at least 99.50% of the time in any calendar month (the "Availability SLA").

b. Definitions. For purposes of the Availability SLA, the following definitions shall apply:

• i. "Availability" means the total number of minutes in a calendar month minus the number of minutes of Downtime suffered in a calendar month, divided by the total number of minutes in a calendar month.
• ii. "Downtime" means any period of time during which the OneRoom Platform is either unreachable or provides invalid responses (or such delay in response that any major functionality is not practically usable), except as caused by Planned Maintenance or Emergency Maintenance as contemplated by this SLA.

c. Maintenance. For any planned maintenance for which OneRoom reasonably expects the OneRoom Platform to be unreachable or otherwise unavailable ("Planned Maintenance"), OneRoom will provide forty-eight (48) hours advance notice to Customer and will use commercially reasonable efforts to limit such maintenance to four (4) hours a month. For any unscheduled maintenance where the OneRoom Platform is unreachable or otherwise unavailable due to work to prevent or mitigate an immediate outage or threat to the OneRoom Platform, including without limitation to addresses outages or degradation of the OneRoom Platform or to prevent or mitigate a security, privacy or patient safety threat or incident ("Emergency Maintenance"), OneRoom will use commercially reasonable efforts to notify Customer promptly upon becoming aware of such maintenance.

d. Service Credits. If OneRoom does not meet the Availability SLA, and if Customer meets its obligations under this SLA, Customer will be eligible to receive the Service Credits described below. Service Credits are calculated by multiplying the applicable Service Credit Percentage by the total monthly Fees applicable to the subscription to the OneRoom Platform (as identified on the applicable Order) paid by Customer for the applicable calendar month (the "Covered Fees").

e. Customer Must Request Service Credit. In order to receive any of the Service Credits described above, Customer must notify OneRoom within thirty (30) days from the time Customer becomes eligible to receive a Service Credit. Failure to comply with this requirement will forfeit Customer's right to receive a Service Credit. Properly requested Service Credits shall be applied to fees payable by Customer within thirty (30) days of receipt of such notice from Customer.

f. Maximum Service Credit. The aggregate maximum amount of Service Credits to be issued by OneRoom to Customer for all Downtime that occurs in a single calendar month shall not exceed fifteen percent (15%) of the Covered Fees.

g. Exclusions. OneRoom's obligations under this SLA do not extend to any beta, evaluation, or trial versions of the OneRoom Platform or other ongoing test or training instances of the OneRoom Platform provided to Customer, or any Downtime or errors to the extent caused by or resulting from any of the following:

• a. Acts or omissions by or on behalf of Customer or any Authorized User;
• b. Integrations or any applicable third-party software, hardware, or services not provided by OneRoom;
• c. Connectivity issues with respect to Customer's or its Authorized Users' internet, hardware or other technology components;
• d. Use of the OneRoom Platform in violation of the terms of the Agreement;
• e. Use of the OneRoom Platform other than in accordance with any applicable documentation provided or made available by OneRoom; or
• f. Services, circumstances or events beyond the reasonable control of OneRoom, including, without limitation, fire, flood, earthquake, acts of God, or failure of an ISP, mobile carrier's network or other third party network or technology provider, internet traffic outages, delays or problems.

a. Requesting Technical Support. OneRoom support is available from Monday through Friday (9:00 am – 7:00 pm EST), excluding OneRoom company holidays. Customers can contact OneRoom for technical support as follows:

b. Response to Technical Support Requests. Requests for support will be fulfilled based on priorities (Critical, High, Medium, Standard) which are determined by urgency and level of impact as defined below. "Initial Response" is defined as a "good faith" effort to communicate with the Customer using the contact information provided by that Customer. Response may be via phone or voice mail, website chat, or e-mail. Response times to service requests are measured once a request is received by OneRoom through the above contact information. Other forms of contact may affect the ability of OneRoom to meet the requests in a timely fashion. OneRoom will use commercially reasonable efforts to resolve problems, whether through workaround, correction or other means, within a reasonable time and to provide progress reports to the Customer with respect to such efforts.

c. Priority Definitions and Initial Response Times

d. Customer Cooperation. OneRoom's ability to provide technical support is dependent upon reasonable cooperation from Customer, including reasonable participation in error resolution and root cause analysis and providing information and reasonable access to personnel, hardware, and affected components of the OneRoom Solution.