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Submitted URL:
https://go.split.io/MDUzLUpOWS0yMjUAAAGRTAu2Zn1fbGcVz66RHxDb20SyXBh4oV1wS0YmpYEOeUX4yaSsHi8mYs7ksWjzRseq4pbS7gI=
Effective URL:
https://www.split.io/legal/terms-of-service/?mkt_tok=MDUzLUpOWS0yMjUAAAGRTAu2ZhD0R9Piqw2Tmlg4GOgr-akP6qFv5NdMMJUPkS6A...
Submission Tags: falconsandbox
Submission: On February 15 via api (February 15th 2024, 2:13:18 pm UTC) from US — Scanned from DE

Form analysis
3 forms found in the DOM

GET https://www.split.io/

<form role="search" method="get" class="bricks-search-form" action="https://www.split.io/">
  <label for="search-input-oitfvc" class="screen-reader-text"><span>Search ...</span></label>
  <input type="search" placeholder="Search ..." value="" name="s" id="search-input-oitfvc">
</form>

GET https://www.split.io/

<form role="search" method="get" class="bricks-search-form" action="https://www.split.io/">
  <label for="search-input-aumvuh" class="screen-reader-text"><span>Search ...</span></label>
  <input type="search" placeholder="Search ..." value="" name="s" id="search-input-aumvuh">
  <button type="submit"><svg class="overlay-trigger" xmlns="http://www.w3.org/2000/svg" width="28" height="27" viewBox="0 0 28 27" fill="none">
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</form>

GET https://www.split.io/

<form role="search" method="get" class="bricks-search-form" action="https://www.split.io/">
  <label for="search-input-vwuyyb" class="screen-reader-text"><span>Search ...</span></label>
  <input type="search" placeholder="Search ..." value="" name="s" id="search-input-vwuyyb">
</form>

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SPLIT SOFTWARE TERMS OF SERVICE

Last Revised: December 18, 2023

CONTENTS

* Overview
* 1. Definitions
* 2. SCOPE OF SERVICE AND RESTRICTIONS
* 3. FEES AND TAXES
* 4. TERM AND TERMINATION
* 5. CONFIDENTIALITY
* 6. INDEMNIFICATION
* 7. Warranty
* 8. LIMITATIONS OF LIABILITY
* 9. MISCELLANEOUS

OVERVIEW

By mutually executing one or more order forms with company which reference these
terms (each, a “Service order”) or by accessing or using the services provided
by Split Software, Inc. (“Split”) in any manner, you (“You” or “Customer”) agree
to be bound by these terms (together with all order forms, the “Agreement”) to
the exclusion of all other terms. You represent and warrant that you have the
authority to enter into this agreement; if you are entering into this agreement
on behalf of an organization or entity, references to “Customer” and “You” in
this agreement, except this sentence, refer to that organization or entity. If
you do not agree to all of the following, you may not use or access the services
in any manner. If the terms of this agreement are considered an offer,
acceptance is expressly limited to such terms.

1. DEFINITIONS

* “Agreement” means these Terms of Service, exhibits attached to these Terms of
Service (“Exhibits”), and any Service Orders.
* “Aggregated Data” means Customer Data submitted to, collected by, or
generated by Split and its Sub Processors in connection with Customer’s use
of the Service, but only in aggregate form which is not linked specifically
to Customer or any individual.
* “BAA” means the business associate agreement entered into by the parties, for
the purposes of processing protected health information.
* “Contractors” means Customer’s third-party service providers.
* “Customer Data” shall mean any data, information or other material uploaded,
or submitted by or for Customer to the Service in the course of using the
Service.
* “Deliverable” means those documents and information specified as deliverables
under a SOW.
* “Documentation” means Split self-help knowledgebase located at
https://help.split.io/hc/en-us/ and https://docs.split.io.
* “DPA” means the agreement at https://www.split.io/legal/dpa/, or another
mutually executed data processing addendum.
* “Personal Data” has the definition set forth in the DPA.
* “Service” means the service specified in the applicable Service Order.
* “Service Order” means a mutually executed transactional document between the
parties that defines the services, quantity, price, term, invoicing, Use
Limits, and other commercial terms, that references these Terms of Service.
* “SLA” means the attached Exhibit A – Service Level Agreement & Support.
* “SDKs” means certain software libraries, tools, an updates thereto provided
at www.github.com/splitio.
* “Statement of Work” or “SOW” means a Service Order for supporting onboarding,
implementation and configuration of the Service, which may include
Deliverables, and training. For clarity, Customer is responsible for
implementing the Service.
* “Sub-Processors” mean “Authorized Sub-Processors as defined in the DPA.
* “Support” means the support services described in Exhibit A Service Level
Agreement & Support, at the level specified under the applicable Service
Order.

“Use Limits” mean the quantity of Seats, MTKs, Plan, (as those terms are defined
at https://www.split.io/pricing/) and/or other limitations on use of the
Service, as set forth in the Service Order.

2. SCOPE OF SERVICE AND RESTRICTIONS

2.1 Access to and Scope of Service. Subject to Split’s receipt of the applicable
Fees in the corresponding Service Order Split will make the Service available to
Customer as set forth in this Agreement and the Service Order. Subject to
Customer’s compliance with the terms and conditions of the Agreement and the
Service Order, Customer may access and use the Service during the period
specified in the Service Order. Any use of the Service by Customer is solely for
Customer’s internal business. Customer may permit its Contractors to access to
the Services on Customer’s behalf, solely for Customer’s internal business.
Customer agrees that it is responsible for its Contractor’s compliance with this
Agreement.

2.2 Restrictions. Customer will use the Service only in accordance with all
applicable laws, including, but not limited to, laws related to data (whether
applicable within the United States, the European Union, or otherwise). Customer
agrees not to (and will not allow any third party to): (i) remove or otherwise
alter any proprietary notices or labels from the Service or any portion thereof;
(ii) reverse engineer, decompile, disassemble, or otherwise attempt to discover
the underlying structure, ideas, or algorithms of the Service or any software
used to provide or make the Service available; or (iii) rent, resell or
otherwise allow any third party access to or use of the Service; (iv) modify,
copy or create derivative works of the Service; (v) access the Service for the
purpose of building a competitive product or service; (vi) publish any product
evaluation, benchmarking or other comparative analysis of the Service without
Split’s prior written consent;(vii) provide access to the Service by a known
direct competitor of Split, for clarity, a Contractor who is a competitor of
Split may not access the Service; (viii) do any “mirroring” or “framing” of any
part of the Service, or create Internet links to the Service; (ix) access or
otherwise use the Service in any manner if you are a competitor to Split; (x)
share Seats; (xi) or exceed Use Limits.

2.3 Ownership. Split retains all right, title, and interest in and to the
Service, and any software, products, works, Deliverables. or other intellectual
property created, used, provided or made available by Split under or in
connection with the Service. Customer retains all right, title, and interest in
and to the Customer Data. Customer may from time to time provide suggestions,
comments or other feedback to Split with respect to the Service (“Feedback”).
Feedback shall not create any confidentiality obligation for Split. Customer
shall, and hereby does, grant to Split a nonexclusive, worldwide, perpetual,
irrevocable, transferable, sublicensable, royalty-free, fully paid up license to
use and exploit the Feedback to test, improve, and operate Split’s products and
services. Split hereby grants to Customer a limited, non-exclusive license to
internally use the Deliverables solely with the Service, for the duration of
Term.

2.4 No Software. Customer acknowledges and agrees that no software code with
respect to the Service or Deliverables will be provided to Customer by Split.
The SDKs are necessary to access and use the Service. The SDKs are subject to
applicable open-source licensing terms. Customer agrees that it is responsible
for obtaining, installing and maintaining the SDKs, and complying with their
applicable licenses. The SDKs may change from time-to-time, and Split will use
commercially reasonable efforts to notify Customer if material changes occur.
The SDKs are not part of the Service or Deliverables. SPLIT MAKES NO
REPRESENTATIONS, WARRANTIES OR IS OTHERWISE LIABLE OR OBLIGATED HEREUNDER WITH
RESPECT TO THE SDKS.

2.5 Customer Data. Customer is solely responsible for the content of Customer
Data including, but not limited to: (a) compliance with all applicable laws and
this Agreement; (b) any claims relating to Customer Data; (c) any claims that
Customer Data infringes, misappropriates, or otherwise violates the rights of
any third party; and (d) backing up and maintaining Customer Data. Customer
hereby grants to Split a limited, worldwide, non-exclusive, sublicensable to
Sub-Processors, royalty-free license during the Term to use, reproduce,
electronically distribute, display, store, and make derivative works of Customer
Data in order to analyze such Customer Data in connection with, and provide the
Service, and any support or consultation services. Notwithstanding anything to
the contrary, Customer acknowledges and agrees that Split and its Sub-Processors
may generate Aggregated Data and use Aggregated De-identified Data for purposes
of improving, testing, and operating their products and services. Customer, not
Split, shall have sole responsibility for the accuracy, integrity, and
appropriateness of all Customer Data. Split is not responsible to Customer for
unauthorized access to Customer Data or the unauthorized use of the Service, and
Customer is responsible for the use of the Service by any person to whom
Customer has given access to the Service, even if Customer did not authorize
such use. Customer agrees and acknowledges that Customer Data may be
irretrievably deleted if Customer’s account is terminated. In the event and to
the extent that the Services involve processing of Personal Data (as defined in
the DPA) the DPA is hereby incorporated into this agreement by reference. In the
event and to the extent that the services involve processing Protected Health
Information (as defined under 45 CFR § 160.103), the parties agree to enter into
a BAA, which upon execution shall be incorporated into this agreement by
reference.

2.6 SLA and Support. Subject to Customer’s payment of the corresponding fees,
Split shall provide Service and Support, at the level specified in the
corresponding Service Order.2.7 Service Suspension. Split may suspend Customer’s
access to or use of the Service as follows: (a) immediately if Split reasonably
believes Customer’s use of the Service may pose a security risk to or may
adversely impact the Service; (b) immediately if Customer become insolvent, has
ceased to operate in the ordinary course, made an assignment for the benefit of
creditors, or becomes the subject of any bankruptcy, reorganization,
liquidation, dissolution or similar proceeding; (c) following thirty (30) days
written notice if Customer is in breach of this Agreement or any Service Order
(and has not cured such breach, if curable, within the thirty (30) days of such
notice); or (d) Customer has failed to pay Split the Fees with respect to the
Service. If any amount owing by Customer is thirty (30) or more days overdue (or
10 or more days overdue in the case of invoices to be paid by credit card),
Split may, without limiting any rights and remedies, accelerate Customer’s
unpaid fee obligations to become immediately due and payable, and suspend the
provision of the Service to Customer until the overdue amounts are paid in full.
Split will give Customer at least ten (10) days’ prior notice that its account
is overdue before suspending services to Customer due to overdue amounts.

3. FEES AND TAXES

3.1 Fees. Customer shall pay to Split the fees as set forth in each applicable
Service Order(s) (collectively, the “Fees”) and will provide accurate and
updated billing contact information. Minimum commitments as set forth in Service
Orders are (a) based on the Service purchased and not actual usage; (b)
non-cancelable; and (c) cannot be decreased during the specified term set forth
in such Service Order. Fees paid for minimum commitments and actual usage are
not refundable. Customer’s payments of Fees are neither (x) contingent on the
delivery of any future functionality or features, nor (y) dependent on
statements not set forth in this Agreement. Customer agrees that Split may
automatically increase the fees set forth in a Service Order by 3% upon any
renewal of that Service Order, however this shall not limit the parties from
mutually amending fees in a Service Order by a different amount.

3.2 Invoicing Terms. If the Service Order specifies that payment will occur by a
method other than a credit card, Customer shall provide a purchase order number
in the applicable amount (or reasonable alternative proof of Customer’s ability
to pay the fees specified in a Service Order), and promptly notify Split of any
changes necessary for payment of an invoice. Split will invoice Customer
according to the billing frequency stated in the Service Order. Invoices to be
paid by credit card are due on the invoice date, all other invoices are due
pursuant to the corresponding Service Order. If any invoiced amount is not
received by Split by the due date, then without limiting Split’s rights or
remedies: (a) those charges may accrue late interest at the rate of 1.5% of the
outstanding balance per month, or the maximum rate permitted by law, whichever
is lower, and (b) Split may condition future renewals and Service Orders on
shorter payment terms. If Customer is paying for the Service by credit card,
Customer will provide Split with valid credit card information and promptly
notify Split of any changes necessary to charge the credit card. The provision
of credit card information to Split authorizes Split to charge the credit card
for the Service(s) specified in a Service Order, and any renewal(s). If Split is
required to initiate legal action due to nonpayment of fees, Customer shall bear
all costs resulting from the collection of such fees.

3.3 Taxes. Any and all payments made by Customer in accordance with this
Agreement are exclusive of any taxes that might be assessed against Customer by
any jurisdiction. Customer shall pay or reimburse Split for all value-added,
sales, use, property and similar taxes; all customs duties, import fees, stamp
duties, license fees and similar charges; and all other mandatory payments to
government agencies of whatever kind, except taxes imposed on the net or gross
income of Split. All amounts payable to Split under this Agreement shall be
without set-off and without deduction of any taxes, levies, imposts, charges,
withholdings and/or duties of any nature which may be levied or imposed,
including without limitation, value added tax, customs duty and withholding tax.

4. TERM AND TERMINATION

4.1 Term. The term of this Agreement shall commence on the Effective Date and
unless terminated earlier according to this Section 3, will end on the last day
of the term specified in a last Service Order (the “Term”). Each Service Order
will renew automatically at the end of the applicable term unless either party
provides to the other advance written notice with respect to non-renewal at
least thirty (30) days prior to the end of the then current term.

4.2 Termination. This Agreement and the Service Orders hereunder may be
terminated by either party: (a) if the other has materially breached this
Agreement, within thirty (30) calendar days after written notice of such breach
to the other party if the breach is remediable or immediately upon notice if the
breach is not remediable; or (b) upon written notice if the other party (i) has
made or attempted to make any assignment for the benefit of its creditors or any
compositions with creditors, (ii) has any action or proceedings under any
bankruptcy or insolvency laws taken by or against it which have not been
dismissed within sixty (60) days, (iii) has effected a compulsory or voluntary
liquidation or dissolution, or (iv) has undergone the occurrence of any event
analogous to any of the foregoing under the law of any jurisdiction.

4.3 Effect of Termination. Upon any expiration or termination of this Agreement,
Customer will immediately cease use of the Service. Any termination or
expiration shall not relieve Customer of its obligation to pay all Fees accruing
prior to termination.

4.4 Survival. The following provisions will survive termination of this
Agreement: Sections 1, 2.3 (Ownership), 4.3 (Effect of Termination), Sections
4.2 to 4.4 (Termination), Section 5 (Confidentiality), Section 6
(Indemnification), Section 8 (Limitation of Liability), Section 9
(Miscellaneous).

5. CONFIDENTIALITY

During the term of this Agreement, either party may provide the other party with
confidential and/or proprietary materials and information (“Confidential
Information”). All materials and information provided by the disclosing party
and identified at the time of disclosure as “Confidential” or bearing a similar
legend, and all other information that the receiving party reasonably should
have known was the Confidential Information of the disclosing party, shall be
considered Confidential Information. This Agreement is Confidential Information,
and all pricing terms are Split Confidential Information. The receiving party
shall maintain the confidentiality of the Confidential Information and will not
disclose such information to any third party without the prior written consent
of the disclosing party. Customer agrees that Split may share Customer’s
Confidential Information with Split’s Sub-Processors for the sole purpose of
providing the Services and to create Aggregated Data. The receiving party will
only use the Confidential Information internally for the purposes contemplated
hereunder. The obligations in this Section shall not apply to any information
that: (a) is made generally available to the public without breach of this
Agreement, (b) is developed by the receiving party independently from and
without reference to the Confidential Information, (c) is disclosed to the
receiving party by a third party without restriction, or (d) was in the
receiving party’s lawful possession prior to the disclosure and was not obtained
by the receiving party either directly or indirectly from the disclosing party.
The receiving party may disclose Confidential Information as required by law or
court order; provided that, the receiving party provides the disclosing with
prompt written notice thereof and uses the receiving party’s best efforts to
limit disclosure. At any time, upon the disclosing party’s written request, the
receiving party shall delete to the disclosing party’s Confidential Information
in its possession, including, without limitation, all copies and extracts
thereof.

6. INDEMNIFICATION

6.1 Indemnification by Customer. Customer will defend, indemnify, and hold
Split, its affiliates, suppliers and licensors harmless and each of their
respective officers, directors, employees and representatives from and against
any claims, damages, losses, liabilities, costs, and expenses (including
reasonable attorneys’ fees) arising out of or relating to any third party claim
with respect to: alleged infringement or misappropriation of third-party’s
intellectual property rights or privacy rights arising or resulting from
Customer Data (“Customer Data Claim”). Notwithstanding any other provision in
this Agreement, Customer shall have no obligation to indemnify or reimburse
Split with respect to any Customer Data Claim to the extent arising from Split’s
breach of its obligations under this Agreement.

6.2 Indemnification by Split. Split will defend, indemnify, and hold Customer,
its affiliates, suppliers and licensors harmless and each of their respective
officers, directors, employees and representatives harmless from and against any
third party claims, damages, losses, liabilities, costs, and expenses (including
reasonable attorneys’ fees) arising from claims by a thirty party that
Customer’s use of the Service directly infringes or misappropriates a third
party’s intellectual property rights (an “Infringement Claim”). Notwithstanding
any other provision in this Agreement, Split shall have no obligation to
indemnify or reimburse Customer with respect to any Infringement Claim to the
extent arising from: (a) the combination of any products or services, other than
those provided by Split to Customer in the Documentation, with the Service; or
(b) Customer’s breach of its obligations under this Agreement. Customer agrees
to reimburse Split for any and all damages, losses, costs and expenses incurred
as a result of any of the foregoing actions.

6.3 Notice of Claim and Indemnity Procedure. In the event of a claim for which a
party seeks indemnity or reimbursement under this Section 6 (each an
“Indemnified Party”) and as conditions of the indemnity, the Indemnified Party
shall: (a) notify the indemnifying party in writing as soon as practicable, but
in no event later than thirty (30) days after receipt of such claim, together
with such further information as is necessary for the indemnifying party to
evaluate such claim; and (b) the Indemnified Party allows the indemnifying party
to assume full control of the defense of the claim, including retaining counsel
of its own choosing. Upon the assumption by the indemnifying party of the
defense of a claim with counsel of its choosing, the indemnifying party will not
be liable for the fees and expenses of additional counsel retained by any
Indemnified Party. The Indemnified Party shall cooperate with the indemnifying
party in the defense of any such claim. Notwithstanding the foregoing
provisions, the indemnifying party shall have no obligation to indemnify or
reimburse for any losses, damages, costs, disbursements, expenses, settlement
liability of a claim or other sums paid by any Indemnified Party voluntarily,
and without the indemnifying party’s prior written consent, to settle a claim.
Subject to the maximum liability set forth in Section 8, the provisions of this
Section 6 constitute the entire understanding of the parties regarding each
party’s respective liability under this Section 6, including but not limited to
Infringement Claims (including related claims for breach of warranty) and each
party’s sole obligation to indemnify and reimburse any Indemnified Party.

7. WARRANTY

7.1 Warranty. The Service, when used by Customer in accordance with the
provisions of this Agreement and in compliance with the applicable
Documentation, will perform, in all material respects, the functions described
in the Documentation during the Term.

7.2 Exclusive Remedies. Customer shall report to Split, pursuant to the notice
provision of this Agreement, any breach of the warranties set forth in this
Section 7. In the event of a breach of warranty by Split under this Agreement,
Customer’s sole and exclusive remedy, and Split’s entire liability, shall be as
provided under Exhibit A.

7.3 Disclaimer of Warranty. Split does not represent or warrant that the
operation of the Service, Deliverables, (or any portion thereof) will be
uninterrupted or error free, or that the Service, Deliverables (or any portion
thereof) will operate in combination with other hardware, software, systems or
data not provided by Split, except as expressly specified in the applicable
Documentation. CUSTOMER ACKNOWLEDGES THAT, EXCEPT AS EXPRESSLY SET FORTH IN
SECTION 7.1, SPLIT MAKES NO EXPRESS OR IMPLIED REPRESENTATIONS OR WARRANTIES OF
ANY KIND WITH RESPECT TO THE SERVICE OR DELIVERABLES, OR THEIR CONDITION. SPLIT
IS FURNISHING THE WARRANTIES SET FORTH IN SECTION 7.1 IN LIEU OF, AND SPLIT
HEREBY EXPRESSLY EXCLUDES, ANY AND ALL OTHER EXPRESS OR IMPLIED REPRESENTATIONS
OR WARRANTIES, WHETHER UNDER COMMON LAW, STATUTE OR OTHERWISE, INCLUDING WITHOUT
LIMITATION ANY AND ALL WARRANTIES AS TO MERCHANTABILITY, FITNESS FOR A
PARTICULAR PURPOSE, SATISFACTORY QUALITY.

8. LIMITATIONS OF LIABILITY

EXCEPT FOR INDEMNIFICATION OBLIGATIONS, IN NO EVENT SHALL EITHER PARTY BE LIABLE
TO THE OTHER FOR ANY LOST DATA, LOST PROFITS, BUSINESS INTERRUPTION, REPLACEMENT
SERVICE OR OTHER SPECIAL, INCIDENTAL, CONSEQUENTIAL, PUNITIVE OR INDIRECT
DAMAGES, HOWEVER CAUSED AND REGARDLESS OF THEORY OF LIABILITY. IN NO EVENT SHALL
SPLIT’S TOTAL LIABILITY FOR ALL CLAIMS ARISING UNDER THIS AGREEMENT, WHETHER IN
CONTRACT, TORT OR OTHERWISE, EXCEED THE AMOUNT OF FEES PAID OR PAYABLE BY
CUSTOMER UNDER THE APPLICABLE SERVICE ORDER DURING THE TWELVE (12) MONTH PERIOD
PRECEEDING THE CLAIM.

9. MISCELLANEOUS

9.1 Export Control. Each party hereby certifies that it will comply with all
current US Export Control laws. Each party agrees to defend, indemnify and hold
the other party harmless from any liability its violation of U.S. Export Control
laws.

9.2 Compliance with Laws. Each party shall comply with all applicable laws and
regulations in its use of any Service, including without limitation the unlawful
gathering or collecting, or assisting in the gathering or collecting of
information in violation of any privacy laws or regulations.

9.3 Assignment. Neither party may transfer and assign its rights and obligations
under this Agreement without the prior written consent of the other party.
Notwithstanding the foregoing, either party may transfer and assign its rights
under this Agreement without consent from the other party in connection with a
change in control, acquisition or sale of all or substantially all of its
assets. In addition, Split may assign portions of the Service to its
Sub-processors and subcontractors. Split remains responsible for its
Sub-processors and subcontractors’ performance under the terms of this
Agreement.

9.4 Force Majeure. Neither party shall be responsible for failure or delay in
performance by events out of their reasonable control, including but not limited
to, acts of God, Internet outage, terrorism, war, fires, earthquakes and other
disasters (each a “Force Majeure”). Notwithstanding the foregoing: (i) Customer
shall be liable for payment obligations for Service rendered; and (ii) if a
Force Majeure continues for more than thirty (30) days, either party may to
terminate this agreement by written notice to the other party.

9.5 Notice. All notices between the parties shall be in writing and shall be
deemed to have been given if personally delivered or sent by registered or
certified mail (return receipt), or by recognized courier service.

9.6 No Agency. Both parties agree that no agency, partnership, joint venture, or
employment is created as a result of this Agreement. Customer does not have any
authority of any kind to bind Split.

9.7 Governing Law. This Agreement shall be governed exclusively by, and
construed exclusively in accordance with, the laws of the United States and the
State of California, without regard to its conflict of laws provisions. The
Superior Court of California, County of San Francisco shall have exclusive
jurisdiction to adjudicate any dispute arising out of or relating to this
Agreement. Each party hereby consents to the jurisdiction of such courts and
waives any right it may otherwise have to challenge the appropriateness of such
forums, whether on the basis of the doctrine of forum non conveniens or
otherwise. The United Nations Convention on Contracts for the International Sale
of Goods shall not apply to this Agreement or any purchase order.

9.8 Publicity. Customer hereby grants Split the right to identify Customer as a
Split Customer, and use Customer’s name, mark and/or logo on Split’s website
and/or in Split’s marketing materials with respect to the same. In addition,
Customer agrees to participate in certain publicity activity, such as a case
study, customer quote, and joint press release all as further described in the
corresponding Service Order.

9.9 Updated Agreement. Split reserves the right to update this Agreement at any
time. The terms and conditions of the updated version of the Agreement shall
apply to all Service Orders placed following the date of publication of the
updated version on Split’s website. If Customer does not agree with any terms of
the updated Agreement, Customer may not use or access the Service in any manner.

9.10 Entire Agreement. This Agreement is the complete and exclusive statement of
the mutual understanding of the parties and supersedes and cancels all previous
written and oral agreements, communications, and other understandings relating
to the subject matter of this Agreement, and all waivers and modifications must
be in a writing signed by both parties, except as otherwise provided herein. Any
term or provision of this Agreement held to be illegal or unenforceable shall
be, to the fullest extent possible, interpreted so as to be construed as valid,
but in any event the validity or enforceability of the remainder hereof shall
not be affected. In the event of a conflict between these Terms of Service, an
Exhibit, or a Service Order, the priority shall be the Terms of Service, then
Exhibits, and finally the Service Order.

1.Definitions

* “Available/Availability” is defined as the ability for Split to transmit
information from the Service to Customer and the ability of the Service to
receive information from Customer.
* “Business Hours” are 5AM-6PM during a Business Day in Pacific Time Zone
* “Business Days” are Monday through Friday, excluding any day that is a US
national or banking holiday.
* “Credit Period” means any 30 consecutive days during the Term.
* An “Incident” is an occurrence under Split’s Control rendering the Service
unavailable to Customer or resulting in an inoperable feature of the Service
materially impacting Customer’s use of the Service.
* A “Severity 1 Incident” is an Incident resulting in Customer’s production
services being down, preventing Customer’s end users from using Customer’s
services and adversely impacting Customer’s business.
* A “Severity 2 Incident” is an Incident resulting in the degradation of the
Service rendering Customer’s production services to be operational, but
degraded or of limited use.
* “Split Control” means elements entirely under Split’s control and not a
consequence of (a) a Customer’s hardware or software failures, (b) a
Customer’s or end user’s connectivity issues, (c) Customer operator errors,
(d) Force Majeure events as set forth in Section 9.4 of the Spilt Terms of
Service.
* “Minimum Monthly Uptime Percentage” means the Service is Available a minimum
of ninety-nine and nine tenths percent (99.9%) of the time Credit Period.
* “Unavailability” means of the number of minutes that the Subscription Service
was not Available to Customer but does not include the following: (a) to the
extent that Customer does not promptly notify Split of such Unavailability;
(b) resulting from scheduled maintenance by Split.

2. Support Function. Support is for the correction of Incidents. Support is not
for training, onboarding, installation, or configuration of the Service.
Such additional services, to the extent provided, will be set forth in a
SOW. Customer is responsible for reviewing and understanding the
Documentation, and using and configuring the Services in accordance with
that Documentation. Support is provided in Tiers, as shown in Table 1 below.

TABLE 1 – Support Tiers

Offering, Tasks, ActivitiesStandardGoldPlatinumResponse Times for Severity 1 and
2 IncidentsSev 1: Same business daySev 2: Next business daySev 1: 2 hoursSev 2:
Same business daySev 1: Within 30 minsSev 2: Within 2 hoursResponse Time for all
other Support RequestsWithin 2 Business DaysNext Business DaySame Business
DaySupport hours during incident resolutionBusiness Hours24×7 for all Sev
1Business Hours for all other24×7 for all Sev 1 and Sev 2, Business Hours for
all otherSubmit Tickets via: In-app, Email, Zendesk PortalXXXTraining &
Documentation: Split Arcade, Split Help CenterXXXAdministrative Requests:
Assist the customer with requests such as code snippet reviews, user management
and event auditing.XXZoom Support Calls: Technical support will offer
troubleshooting for tickets of higher complexity that require further
investigation.XXSubject Matter Experts: Integration and Data & Experimentation
Advisors: Access to subject matter experts for guidance on advanced integration
or experimentation questions and best practices.XPrivate Slack/Teams Channel
with Split: Customers will have access to a Slack channel where an integration
advisor and/or an experimentation advisor is available for easier communication.
Zendesk <> Slack integration will be enabled for managing SLAs and ensuring
response time.X

3. Support inquiries. Customer may submit support inquiries by sending an email
to support@split.io or submit via the Zendesk Portal on
https://help.split.io/hc/en-us/requests/new or, submit via the Split In-App
Contact form. Slack and Microsoft Teams are available in Platinum plans.
Customer will receive a system-generated response within minutes recognizing
receipt of the support request. Support requests should include all relevant
information such as:

* Summary description of the Incident
* Customer impact regarding the Incident
* Error codes arising from the Incident
* All necessary information to replicate the Incident.

Customer acknowledges and agrees that the response times will begin when the
requirements set forth above are met.

4. Service Status. Split provides status on the availability of the Service at
status.split.io. Customer may use the “SUBSCRIBE TO UPDATES” link on that
webpage to receive notifications regarding Service incidents.
5. Support Credits. Split shall use reasonable efforts to meet or exceed the
response times in Table 1. If the response time is not met, Customer may be
eligible to receive a credit equal to 0.1% of the annual Fees for each
missed response time (“Support Credits”).
6. Service Credits. Split shall use reasonable efforts to meet or exceed the
Minimum Monthly Uptime Percentage. If the Minimum Monthly Uptime Percentage
is not met, Customer may be eligible to receive a credit equal to the Credit
Percentage for the Availability in the Table 1 below, multiplied by the
pro-rated Fees for the Credit Period (“Service Credit”).

Table 2

AvailabilityCredit Percentage98.0% –
99.899%2%95.0%-97.999%10%91.0%-94.999%25%Below 91.0%50%

7. Credit Request and Payment Procedures. To file a claim for Credits Customer
must file the claim within 30 days of the Credit Period or missed support
request, respectively, by sending an email to contracts@split.io with the
subject “Credit Request”. To be eligible, the credit request must (i)
include Customer’s account name in the subject of the e-mail message; (ii)
include, in the body of the e-mail, the dates and times of Unavailability
that Customer claims to have experienced, or the missed support request; and
(iii) include Customer’s server request logs that document the Incident and
corroborate Customer’s claimed outage (any confidential or sensitive
information in these logs should be removed or replaced with asterisks) or
missed support request. If Split determines a Credit is due, then Split will
issue the Credit to Customer on its next invoice to Customer. Customer’s
failure to provide the request and other information as required above will
disqualify Customer from receiving a Credit. Split will apply any Credits
first against future payments otherwise due from Customer. A Service Credit
will apply and issue only if the credit amount for the monthly billing cycle
is greater than one dollar ($1 USD). In no event shall the cumulative
Credits exceed 10% of the annual Fees. Customer’s sole and exclusive remedy
for breach of this Exhibit A, the failure to meet the Minimum Monthly Uptime
Percentage, or support response times, is the receipt of a Credit (if
eligible) under the terms of this Exhibit A.
8. Exclusions. The obligations and remedies in this Exhibit A do not apply to
any unavailability, suspension or termination of the Service or any other
performance issues: (i) that result from a suspension of Customer’s access
to Split’s service pursuant to this Agreement; (ii) caused by factors
outside of Split Control, including any force majeure event or internet
access or related problems beyond the demarcation point of Split; (iii) that
result from any actions or inactions of Customer; (iv) that result from
Customer’s equipment, software or other technology and/or third party
equipment, software or other technology (other than third party equipment
within Split’s direct control); (v) that result from failures of individual
instances not attributable to service unavailability; or (vi) arising from
Split’s suspension and termination of Customer’s right to use Split’s
service under the Agreement (collectively, the “Split SLA Exclusions”). If
Availability is affected by factors other than those explicitly listed in
this Agreement, Split may issue a Credit considering such factors in Split’s
sole discretion. Split is not obligated to provide support for errors
related to: (i) modifications and/or alterations to the Split Service
(including the SDK) not performed by Split, (ii) use of the Split Service in
manner not in accordance with the Agreement and Documentation, (iii) Errors
caused by the Customer’s negligence, hardware malfunction, or third-party
software; and (iv) situations in which the Customer has not paid any fees in
accordance with the Agreement and/ or Order Form when due.

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