Service Level Agreement

Company: FindPlay, Inc.
EIN: 36-5170181
Effective Date: 27 March 2026
Governing Law: Delaware, United States (primary); Australian Privacy Act 1988 (Cth); EU/UK GDPR; and applicable laws in all jurisdictions in which FindPlay operates, including the United States, Australia, the European Union, the United Kingdom, and Asia-Pacific markets.

Version: v1.0

This Service Level Agreement (SLA) describes the availability, performance, and support commitments that FindPlay, Inc. makes to Play Providers and enterprise partners in connection with the FindPlay platform. This SLA applies globally to all paid subscription and enterprise accounts.

1. Scope

This SLA applies to:

Play Providers holding an active Pro or Pro+ subscription.
Enterprise partners and micro-marketplace licensees under an active Enterprise Licence Agreement.
API access accounts under an active API developer agreement.

This SLA does not apply to free-tier accounts, which receive platform access on an as-available basis without service level commitments.

2. Platform Availability

FindPlay commits to the following platform availability targets for paid and enterprise accounts:

Service Tier	Monthly Uptime Target
Pro and Pro+ subscriptions	99.5%
Enterprise / micro-marketplace accounts	99.9%
API (production environment)	99.5%

Uptime is calculated as the percentage of total minutes in a calendar month during which the platform core services (discovery, booking, payment processing, and provider dashboard) are available and operational, excluding scheduled maintenance windows and excused downtime as defined in clause 3.

Downtime means a period during which core platform services are unavailable or materially degraded, as confirmed by FindPlay's monitoring systems.

Severity	Definition	Initial Response	Update Frequency
P1 — Critical	Core services unavailable; payment processing affected	Within 30 minutes	Every 30 minutes
P2 — High	Significant degradation to core services; booking functionality impaired	Within 2 hours	Every 2 hours
P3 — Medium	Non-critical feature degradation; workaround available	Within 4 hours	Every 4 hours
P4 — Low	Minor issue; minimal user impact	Within 1 business day	On resolution

Actual Monthly Uptime	Credit
99.0% – below target	5% of monthly fee
98.0% – 98.99%	10% of monthly fee
95.0% – 97.99%	20% of monthly fee
Below 95.0%	30% of monthly fee

Account Type	Support Channel	Response Time (Business Hours)
Pro subscription	Email support (support@findplay.com)	Within 1 business day
Pro+ subscription	Priority email support	Within 4 business hours
Enterprise / micro-marketplace	Dedicated account manager + priority support	Within 2 business hours
API developer	Developer support portal + email	Within 1 business day

Service Level Agreement

1. Scope

2. Platform Availability

3. Exclusions

4. Scheduled Maintenance

5. Incident Response and Communication

6. SLA Credits

7. Support

8. Data and Security

9. Regulatory and Jurisdictional Context

10. Changes to the SLA