This Service Level Agreement (SLA) outlines the terms and conditions related to the availability and support of cloud services provided by a vendor. It sets target levels for service uptime and response times, and includes remedies such as service credits if these targets are not met. Customers may receive service credits if the cloud service availability or response times fall below specified targets, contingent upon timely notification and verification of issues. The SLA also outlines limitations on service credits, the possibility of terminating the agreement under specific conditions, and emphasizes that these terms are the exclusive remedy for service failures. This document can be used by companies engaging in cloud services to ensure that their service providers meet certain operational standards and have accountability for performance metrics.