1.              General

1.1             Appendix 2 constitute an appendix to the Main Agreement entered into by the Facility and Sweetspot and constitutes an integrated part thereof, and all definitions therein and in any appendices to the Main Agreement shall also apply to this Appendix 2.

1.2            The purpose of this Appendix 2 is to ensure that correct undertakings are in place to provide consistent service of the Service to the Facility.

2.              System availability

2.1            Sweetspot guarantees an availability to the Service of 99% on an annual basis.

2.3            In the event that the availability for one year is less than the agreed availability, the Facility may demand penalty as follows:

(i)     price deduction of 10% of the Monthly Fee (that preceded the month where the availability was less than 99%) if the availability is less than 99%.

3.              Support and service

3.1            Support by e-mail is sent to hello@sweetspot.io. E-mail support is monitored from 09.00 CET to 20.00 CET Monday-Friday and from 11:00 CET to 14:00 CET Saturday-Sunday, with the exception of public holidays in Sweden. E-mail received outside office hours will be collected, but normally no action will be taken until the next business day.

3.2            Support by telephone may also be provided on an ongoing basis through the account manager.

3.3            Sweetspot undertakes to remedy errors or interruptions within a reasonable time, provided that the error significantly affects the use of the Service. If Sweetspot so requires, the Facility shall limit the use of the Service in such a manner that detected errors may not affect the operation of the Service.

3.4            Sweetspot shall in good time inform the Facility of any planned maintenance of the Service.