FARO Vermillion Cloud Service Level Agreement

Overview

This Service Level Agreement (SLA) governs the performance commitments provided by FARO for the FARO Vermillion Cloud offering when included in a Subscription License. This SLA defines roles and responsibilities, service commitments, exclusions, and remediation options while ensuring transparency and flexibility for managing service levels. All inquiries should be directed to support@FAROsoftware.com.

Included Offerings

The offerings covered under this SLA include:

• FARO Vermillion Cloud – Standard
• FARO Vermillion Cloud – Expansion (additional storage, CPU, and memory)
• FARO Vermillion Cloud – High Availability Expansion (redundant instances)
• FARO Vermillion Cloud – FedRAMP Expansion (compliance ready)

Service Commitment

Services promised for delivery under the Vermillion offering are in scope when documented in a FARO Support Services Agreement. For in scope services, FARO commits to maintaining a Monthly Uptime Percentage of at least 99.95% during any billing cycle. If this commitment is not met, customers may claim Service Credits as outlined below:

Service Credits are the sole and exclusive remedy for SLA-impacting unavailability.

Credit Request Procedures

To request a Service Credit:

1. Email support@FAROsoftware.com with the subject line "SLA Credit Request."
2. Include the following details:
   • Dates and times of the incident(s).
   • FARO Vermillion Cloud Purchase Order.
   • Evidence of the outage, with sensitive information redacted.
3. Submit the request within 30 days of the incident.

Upon validation, approved Service Credits will be applied to future invoices for the Subscription License.

Roles and Responsibilities

FARO's Responsibilities

Maintenance and Monitoring

FARO shall monitor and maintain all requisite components (e.g., infrastructure, software) on which the in-scope service delivery of its offering(s) is reliant.

Communication

FARO will:

• Notify customers at least 7 days in advance of scheduled maintenance. Scheduled Maintenance may also be scheduled with less notification at the mutual agreement of the customer and FARO personnel.
• Notify customers in a reasonably prompt manner in the event of an emergency maintenance activity.
• Provide updates during emergency maintenance and significant service incidents.
• Offer timely post-incident reports for SLA-impacting events, where applicable.

Incident Management

FARO will:

• Investigate and resolve incidents affecting service availability.
• Apply commercially reasonable efforts to prevent future occurrences of similar incidents.

Customer's Responsibilities

Environment Readiness

Customers are responsible for:

• Maintaining compatible hardware, software, and configurations not explicitly in scope with the Support Services Agreement to support use of the FARO offering(s), including but not limited to any customer site infrastructure or software and/or any customer subscribed services with 3rd parties.
• Ensuring compliance with FARO's technical requirements and recommendations.

Incident Participation

Customers must collaborate with FARO to identify and resolve incidents, including:

• Providing timely responses to inquiries during incident investigations.
• Supplying any relevant logs, evidence, or additional context necessary to resolve the issue.

Updates and Security

Customers must:

• Implement FARO-recommended updates or changes critical to maintaining service performance and security.
• Secure their own systems and environments to prevent issues caused by third-party actions or misconfigurations.

Maintenance

Scheduled Maintenance

Scheduled maintenance, including updates or optimizations, will be communicated at least 7 days in advance.

Emergency Maintenance

Emergency maintenance may be performed without prior notice when required to:

• Prevent or address situations impacting the security, confidentiality, or integrity of customer data.
• Mitigate cybersecurity-related risks, such as vulnerabilities, denial-of-service attacks, or potential breaches.

For security-related emergencies, FARO will notify customers as soon as practicable, which may include concurrent or trailing notification after maintenance is completed.

Exclusions

The SLA does not apply to periods of unavailability caused by:

Scheduled or Emergency Maintenance

Including maintenance activities described in the Maintenance section.

Customer Components or Actions

Including but not limited to:

• Failures of customer-owned equipment or software.
• Outages or degradations involving customer-requested customizations, integrations, or public cloud providers (e.g., AWS, Azure, GCP).
• Misuse, unauthorized modifications, or third-party software specified by the customer.

Force Majeure

Events outside FARO's control, such as:

• Natural disasters, labor disputes, or governmental actions.
• Denial-of-service attacks or cybersecurity incidents.

Third-Party Dependencies

Outages or degradations caused by public internet, telecommunications, or cloud infrastructure providers.

Non-Production Environments

Issues occurring in testing, staging, or development environments.

Other Excluded Causes

• Lack of customer response or participation in incident resolution.
• Failure to implement essential FARO-recommended updates.

Remediation for SLA Deficiencies

FARO's responsibility is limited to providing Service Credits as outlined above. This SLA does not constitute a guarantee or warranty of uninterrupted service, nor does it entitle customers to monetary refunds or additional remedies beyond Service Credits.

Modifications

FARO reserves the right to amend this SLA. Changes will be communicated to customers via email or updates on the FARO portal.

For any inquiries or claims, contact support@FAROsoftware.com.

Definitions

Disclaimer

The provisions outlined in this Service Level Agreement represent the default terms governing the use of our offerings. Specific terms and conditions may be modified upon mutual written agreement between FARO and the customer. Any such modifications will apply solely to the specific content addressed in the mutual agreement, while all other provisions of this agreement will remain in full force and effect. FARO reserves the right to periodically update these agreements to ensure compliance with applicable laws and evolving business practices.