Exhibit B

Premium Service Availability and Support Plan

This Premium Service Availability and Support Plan (“Plan”) is attached to and made a part of the Master Services and Subscription Agreement. Invoca will perform the Services and support described herein and will maintain Service Availability in accordance with this Plan. Capitalized terms used herein as defined terms but not defined in this Plan shall have the meanings ascribed to such terms in the Terms and Conditions to which this Plan is attached.

  1. Definitions.
    1. Authorized User means Customer employees, contractors, publishers Affiliates, advertisers or other third-parties to whom Invoca provides access to the Invoca Platform on Customer’s behalf.
    2. Business Days are defined as Monday through Friday excluding holidays as published by Invoca.
    3. Business Hour(s) are defined as Monday through Friday, 8 a.m. – 5 p.m. Pacific time zone, excluding holidays as published by Invoca.
    4. Calendar Month means any of the following: January, February, March, April, May, June, July, August, September, October, November, or December.
    5. Designated Support Contact is defined in Section 2.4.
    6. Initial Response means a verbal, written, or electronic response, in each case non-automatic, from Invoca to Customer regarding a reported or discovered error.
    7. Invoca Platform means those Subscription Services as stated in Customer’s applicable Order Form.
    8. Maintenance Window is defined in Section 2.3.
    9. Service Availability means that Customer has (i) access to the Invoca Platform via login or APIs (as listed on developers.invoca.net) (“Web Availability”); and (ii) call routing (“Call Routing Availability”).
    10. Severity Level is defined in Table 2 of Section 2.9.
    11. Support Services Hours of Operation means those support services hours of operation as set out in Table 1 of Section 2.5, below.
    12. Temporary Resolution means a temporary fix or patch to bring Invoca Platform Services functionality back into compliance with the specifications until a Final Resolution is available.
    13. Final Resolution means a permanent fix to bring Invoca Platform Services functionality back into compliance with the specifications.
  2. General Support.
    1. Support Generally. Invoca will provide telephone, embedded application support and email support to assist in identifying and resolving errors in accordance with this Plan and to respond to questions related to operational use of the Invoca Platform during Support Services Hours of Operation. Invoca may change this Plan from time to time in its sole discretion, but only in a way that results in Customer receiving a substantially comparable or better Service Availability level, or Support Services. Designated Support Contact may log a support case as follows:
      1. For Severity Levels 2 and 3: submit a support ticket via the customer support portal at: https://invoca.force.com/community/s/, or email the support team at questions@invoca.com. Provide any information available regarding the issue within the case, including steps to reproduce any expected behavior. Identify the severity of the issue with business impact if issue is higher than Severity Level 3.
      2. For Severity Level 1: during Business Hours, Designated Support Contact may call Customer Support at the phone numbers provided to Customer during implementation.
    2. Reproduce Errors. Invoca must be able to reproduce errors in order to resolve them. Customer agrees to cooperate and work closely with Invoca to reproduce errors, including conducting diagnostic or troubleshooting activities as reasonably requested and appropriate. Also, subject to Customer's approval, Customer may be asked to join remote screen-sharing application for troubleshooting purposes.
    3. Maintenance Window. Invoca employs a continuous deployment process to perform Invoca Platform maintenance (including upgrades) without disruption to Service Availability. In rare instances, Invoca will perform certain planned system updates which may affect Service Availability. Such updates shall be performed during non-peak United States Business Hours with no less than one (1) week advance notice by way of status.invoca.com (notifications are described in more detail in Section 3.1, below).
    4. Designated Support Contacts. Customer shall identify up to three Designated Support Contacts as primary liaisons between Customer and Invoca for technical support. Customer shall notify Invoca whenever Designated Support Contact responsibilities are transferred to another individual. Customer’s Designated Support Contacts shall be responsible for:
      1. Reporting cases via support channels (phone, email, support in the user interface).
      2. Overseeing Customer’s support case activity.
      3. Developing and deploying troubleshooting processes within Customer’s organization.
      4. Customer shall ensure that Designated Support Contacts (i) have gone through implementation training, (ii) are knowledgeable about the applicable Services in order to help resolve, and to assist Invoca in analyzing and resolving, technical issues, and (iii) have a basic understanding of any problem that is the subject of a support case, and the ability to reproduce the problem in order to assist Invoca in diagnosing and triaging it.
    5. Support Services Hours of Operation. Customer support services will be provided by Invoca on Business Days during normal hours of operation as stated in Table 1, below:

Table 1: Support Services Hours of Operation

United States – Hours of Operations

Hours: M-F, 8:00am - 5:00pm, Pacific Time (PT)

Toll Free: 888-310-2540

Direct: 805-880-7760

Customer Support Portal: https://invoca.force.com/community/s/

Customer Support Email:


    1. Customer Success Representative. This Plan includes an assigned Invoca Customer Success representative. The role of the Customer Success representative is to help Customer with Invoca product adoption, including reviewing metrics, sharing Invoca best practice advice and guidance related to Customer’s Invoca Platform deployment, and helping to escalate technical issues as necessary. Customer is responsible for implementing any of the Customer Success representative’s recommendations. Additionally, Customer Success representative shall facilitate mutually agreed periodic business reviews and strategic planning with Customer, not to occur more frequently than once per quarter.
    2. Excluded from Support Services. This Plan does not include any of the following:
      1. Assistance in developing Customer-specific customizations.
      2. Assistance with non-Invoca products, services or technologies.
      3. Failure of, or issues arising from, computing or networking hardware, or equipment or programs under the control of Customer.
      4. Custom integration scripts that use the Invoca APIs, unless affected by a change in the Invoca Platform that had not been communicated to Customer with at least seven (7) days’ notice of the change.
      5. Supporting Authorized Users outside of the Designated Support Contact list.
    3. Severity. When Invoca initially detects, or when Customer initially reports to Invoca, an error with the Invoca Platform, the reporting party will promptly classify the error in accordance with Table 2, below. Invoca will determine the Severity Level assigned to support issues, in its reasonable discretion, but taking into consideration the Customer’s input regarding Severity Level classification. Customer requested enhancements, customizations, and/or modifications are not support issues under this Plan.

Table 2: Severity Level Guidelines.

Severity Level Guidelines

Severity Level


Severity Level 1

A critical Invoca Platform problem in which the Invoca Platform Services: (i) are down, inoperable, inaccessible, or unavailable; or (ii) otherwise materially cease operation; without available workaround.

Severity Level 2

An Invoca Platform problem in which the Invoca Platform Services: (i) are performing improperly and there is no reasonable workaround available to Customer, and (ii) the situation is such that extended delay could cause significant business operations impact.

Severity Level 3

A minor or cosmetic Invoca Platform problem that: (i) is an irritant, affects non-essential functions; (ii) is localized or has isolated impact; or (iii) is an insignificant operational nuisance.

    1. Incident Response. Invoca will use commercially reasonable efforts to respond to each case within the applicable response time described in Table 3, below. “Response Target” means that an Invoca representative will return a phone call and/or email in the allotted time, confirm and acknowledge the problem, and begin working on a resolution to the problem. Thereafter, Invoca will work diligently and in a commercially reasonable manner on the problem until it is resolved.

Table 3: Incident Response Targets.

Initial Response

Temporary Resolution

Final Resolution

Severity Level

After receiving Customer’s initial notice of, or otherwise discovering, an error, Invoca will endeavor to provide its Initial Response within the following target timelines

After receiving Customer’s initial notice of, or otherwise discovering, an error, Invoca will endeavor to provide a Temporary Resolution within the following target timelines

After receiving Customer’s initial notice of, or otherwise discovering, an error, Invoca will endeavor to provide a Final Resolution within the following target timeline


2 Business Hours

4 Business Hours

7 Business Days


4 Business Hours

24 Business Hours

10 Business Days


8 Business Hours

As determined by Invoca

As determined by Invoca

  1. Measurement and Reporting
    1. Notifications. Invoca will promptly report any material outage or degraded performance to Customer via status.invoca.com. Additionally, Customer may “subscribe to updates” on status.invoca.com in order to receive alerts and updates automatically via email or SMS. Additionally, Invoca will promptly notify Customer of any non-scheduled or emergency maintenance that impacts the Invoca Platform by way of status.invoca.com.
    2. Monthly Reports. Invoca will make available, by the tenth (10th) business day of each month, the previous month’s availability metrics under Section 4.1 (each a “Report”).
    3. Reviews. Invoca will engage in regular reviews with Customer to analyze any Invoca Platform problems (resolved and unresolved) and their root causes, and to explore methods to improve the overall services.
  2. Service Availability, Calculation and Credit.
    1. Service Availability. Invoca will use commercially reasonable efforts to maintain 99.9 % Service Availability, twenty-four hours a day, seven days a week, 365 days a year excluding Maintenance Windows (as defined in Section 2.3, above) and as calculated on a Calendar Month basis. For purposes of calculating Service Availability, the following are exceptions, and neither the Services will be considered un-available nor any Service Availability failure be deemed to occur in connection with any failure to meet the Service Availability requirement or impaired ability of Customer or its Authorized Users to access or use the Services that is due, in whole or in part, to: (a) Customer’s or its Authorized User's Internet connectivity; (b) a Force Majeure event as set forth in Section 10.3 of the Terms and Conditions to which this Exhibit is attached; (c) any failure, interruption, outage or other problem with any software, hardware, system, network, facility or other matter not supplied by Invoca pursuant to the Agreement; (d) Customer’s misuse of the Services in violation of the Agreement; or (e) Invoca’s disabling, suspension or termination of the Services pursuant to Section 2.6 of the Terms and Conditions.
    2. Service Availability Calculation. The number of total minutes during normal operating hours (meaning all hours in a given Calendar Month excluding Maintenance Windows, hereinafter “Total Monthly Operating Minutes”) less the unplanned number of complete one (1) minute periods in which the Web Availability and/or Call Routing Availability functions of the Invoca Platform are not functioning for a substantial majority of Invoca customers ( (hereinafter “Downtime”)), divided by Total Monthly Operating Minutes calculated at the end of such Calendar Month.
    3. Notification of Service Availability Credit. In the event Customer believes the committed Service Availability as stated in Section 4.1, above was not met in any given Calendar Month, Customer must notify Invoca in writing within five (5) Business Days following Customer’s receipt from Invoca of the Report (as defined in Section 3.2, above) for the prior month of the Calendar Month in which such event occurred. Invoca will review Customer’s notification and will advise Customer whether or not the Downtime Minutes claimed by Customer are eligible for credit. Failure to provide such timely notification will result in the forfeit of Customer’s right to receive a Service Availability Credit for such time period.

Table 4: Service Credits.

Committed Range

99.9% or higher

No Penalty

Below Committed Range

Service Availability

Credit to be applied in Customer’s next invoice.


1-day contract credit.


4-days contract credit.

Below 98%:

6-days contract credit.