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:

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.

3. Exclusions

The following are excluded from uptime calculations and do not constitute downtime for SLA purposes:

• Scheduled maintenance windows (announced with at least 48 hours' notice through the provider dashboard and via email to the primary account contact).

• Emergency maintenance required to address an active security threat or critical vulnerability (no advance notice required; FindPlay will notify affected accounts as soon as practicable).

• Downtime caused by actions or omissions of the provider or enterprise partner (including API misuse, credential compromise, or configuration errors).

• Downtime caused by third-party services outside FindPlay's control, including payment processors, DNS providers, CDN providers, and cloud infrastructure outages (where FindPlay has implemented reasonable redundancy measures).

• Force majeure events as defined in FindPlay's Terms of Service.

4. Scheduled Maintenance

FindPlay will conduct scheduled maintenance during low-usage windows (typically between 00:00 and 04:00 AEST, which corresponds to low-usage periods across FindPlay's primary markets). FindPlay will provide at least 48 hours' notice of scheduled maintenance expected to result in platform unavailability.

5. Incident Response and Communication

In the event of unscheduled downtime or a significant platform incident, FindPlay will:

Incident updates are provided through FindPlay's status page and, for P1 and P2 incidents, via direct communication to enterprise account contacts.

6. SLA Credits

Where FindPlay fails to meet the monthly uptime target in clause 2, eligible accounts may claim a service credit as follows:

Credits are applied to the next billing period and are the sole financial remedy available in respect of SLA breaches. Credits do not apply to free-tier accounts or to downtime excluded under clause 3.

To claim a credit, submit a written request to support@findplay.com within 14 days of the end of the affected calendar month, including the dates and duration of the claimed downtime. FindPlay will review claims within 10 business days.

7. Support

FindPlay provides the following support channels for paid and enterprise accounts:

Business hours are 09:00–18:00 AEST Monday–Friday. FindPlay provides best-effort support outside business hours for P1 incidents.

8. Data and Security

FindPlay's security commitments in respect of platform infrastructure and data protection are described in FindPlay's Privacy Policy, Data Processing Agreement, and Health Data Policy. These commitments are separate from the availability commitments in this SLA.

9. Regulatory and Jurisdictional Context

SLA commitments are made on a global basis. However, enterprise partners in certain jurisdictions should be aware of additional obligations:

• EU/UK: Enterprise agreements involving processing of EU/UK personal data must include a Data Processing Agreement compliant with EU/UK GDPR. Downtime that affects data availability may trigger incident notification obligations under the GDPR.

• Australia: Enterprise partners subject to the Australian Government Information Security Manual (ISM) or the Protective Security Policy Framework (PSPF) should ensure this SLA meets their specific requirements and should contact FindPlay's enterprise team.

• Financial Services: Enterprise partners in regulated financial services sectors in any jurisdiction should verify that FindPlay's SLA meets applicable operational resilience requirements under relevant financial regulation (e.g., DORA in the EU; APRA CPS 230 in Australia).

10. Changes to the SLA

FindPlay may update this SLA with 30 days' written notice to affected accounts. Where an update reduces service commitments, affected accounts may terminate their subscription or licence agreement without penalty within 30 days of the notice.