During the duration of the agreement under which Google agreed to make the Google Cloud platform available to the customer (if applicable, “the agreement”), the covered service provides the customer with a percentage of monthly availability as follows (the “Service Level Objective” or “SLO”): the requirement must identify the services, Set the dates, times and durations of the downtime, as well as support protocols or records confirming the unavailability, as well as affected users and their locations, as well as the Pro Service, will only be issued a service credit for each number of months, with a maximum of 10% single service credit for each month of renewal. The customer must present the voucher when purchasing the renewal. IT should offer users several ways to contact support and open tickets, for example. B by phone, email, website or chatbot. At the same time, users should have the ability to easily access information about VDI services, for example. B a web portal providing information on the state of interruptions in services. Users need to know what they can expect from their VDI services. Without this information, they create their own expectations, and if they are not met, they will be frustrated and unsure of being able to trust the services. This can lead to an antagonistic relationship between end-users and information technology. To apply for a service credit, the Entity must submit a written request for the service credit to servicecredit@workspot.com, identify the months and provide the following support information regarding the claimed downtime.

To be justified, the service credit application must be received by Workspot within 90 (90) days of unavailable availability and include: Citrix Cloud has been developed using industry best practices to achieve a high level of service availability. Downtime does not include the loss of external connectivity due (i) to Google`s failed managed VPN service (addressed exclusively to SLA VPN Cloud). (ii) de-controlled interconnection or partner interconnection managed by Google (which is only addressed in the SLA interconnection); or (iii) network service levels – standard animal that emits without data traffic. IT should update end-users on the state of the VDI platform and let them know if an update or fix affects desktop services.