1. Introduction

This Service Level Agreement (“SLA”) is entered into between Promotion Vault, an Arizona Corporation (“PV,” “Company,” “we,” or “us”), and the Subscriber identified in the associated subscription. This SLA describes the service availability, support response, and fulfillment commitments PV provides for the PV Services, VaultTools, the Vault Pay Account, the Vault API, and related integrations (collectively, the “PV Services”).

This SLA is incorporated into and governed by the Promotion Vault Terms of Service – Subscriber (the “Terms”), the Promotion Vault Privacy Policy, and the Promotion Vault Data Processing Addendum (the “DPA”). Capitalized terms used but not defined in this SLA have the meanings given in the Terms. In the event of a conflict between this SLA and the Terms, the Terms control, except with respect to the specific service commitments and remedies set forth herein, which shall control. Matters relating to the processing of personal data are governed by the DPA.

2. Definitions

“Available” / “Availability” means the PV Services are accessible by Subscriber over the public Internet and operating in material conformity with their published functionality.

“Downtime” means any period of time during which the PV Services are not Available, excluding the SLA Exclusions described in Section 7.

“Monthly Uptime Percentage” means: (Total Minutes in Month – Downtime Minutes) ÷ (Total Minutes in Month), expressed as a percentage and excluding minutes attributable to SLA Exclusions.

“Scheduled Maintenance” means maintenance windows for which PV provides at least forty-eight (48) hours’ advance notice via email to the Subscriber notification address on file or via an in-product banner.

“Service Credit” means the remedy described in Section 6, calculated as a percentage of the Subscription Fee for the month in which the SLA was not met.

“Reward Link Fulfillment” means PV’s generation and delivery of a Reward Link to a Recipient following Activation and the availability of cleared funds in the Subscriber’s Vault Pay Account.

“Severity” means the priority classification assigned to a Subscriber-reported issue, as defined in Section 4.

3. Service Availability Commitment

PV will use commercially reasonable efforts to make the PV Services Available with a Monthly Uptime Percentage of at least 99.9% (the “Uptime Commitment”), measured on a calendar-month basis.

Availability is measured at the PV Services’ production environment ingress, as observed by PV’s monitoring systems. PV maintains a public or Subscriber-accessible status page for posting incidents and Scheduled Maintenance notifications.

The Uptime Commitment does not apply to (a) the Vault API, integrations, or Vault Tools that are designated by PV as Beta, Preview, Early Access, or similarly labeled non-GA features; or (b) any service or component provided by a third party, including Merchants, payment processors, Zapier, ABC Fitness, Club Ready, or other integration partners.

3.1 Uptime Tiers and Examples

Uptime Target	Monthly Allowance	Quarterly Allowance	Annual Allowance
99.9%	~43m 49s	~2h 11m	~8h 45m
99.95%	~21m 54s	~1h 05m	~4h 22m
99.99%	~4m 22s	~13m 09s	~52m 35s

The 99.9% target is PV’s standard commitment. Higher targets may be available for Enterprise Subscribers pursuant to a separately executed order form or amendment.

4. Technical Support

Subscriber technical support is provided via email at subscribersupport@promotionvault.com, in accordance with the Terms. Recipient support for Reward Link activation and redemption is handled separately at my.promotionvault.com and help@promotionvault.helpdesk.com and is not subject to this SLA.

4.1 Severity Levels

Severity	Definition	Examples
S1 – Critical	PV Services are unavailable or core functionality is fully inoperable for all Subscriber Accounts; no reasonable workaround exists.	Production platform outage; Reward Link generation fully blocked; Vault Pay funding pipeline halted for all users.
S2 – High	Major functionality is significantly impaired for many users; workaround is difficult or partial.	Recipient Activation flow failing intermittently; API endpoint returning errors for a subset of requests; integration broken for a specific connector.
S3 – Normal	Minor functionality impaired or affects a small number of users; reasonable workaround exists.	UI display issue; non-blocking report error; cosmetic defect.
S4 – Low	Informational request, configuration question, or feature inquiry with no service impact.	How-to questions; best-practice guidance; documentation requests.

4.2 Response and Status-Update Targets

“Response” means the first substantive response from a PV team member (not an automated acknowledgement). Targets are measured during PV Support Hours: Monday – Friday, 8:00 a.m. – 6:00 p.m. Mountain Time (Phoenix, Arizona), excluding U.S. federal holidays. S1 issues are addressed 24×7.

Severity	First Response	Status Updates	Target Resolution / Workaround
S1 – Critical	Within 1 hour, 24×7	Every 60 minutes until resolved	Continuous engineering effort until resolution or workaround
S2 – High	Within 4 Support Hours	Every 1 business day	Within 2 business days
S3 – Normal	Within 1 business day	As progress occurs	Within 5 business days or next scheduled release
S4 – Low	Within 2 business days	Upon resolution	Best effort

Severity is initially assigned by the Subscriber when reporting the issue. PV may, acting reasonably and in consultation with the Subscriber, reclassify Severity based on the actual impact observed.

5. Reward Link Fulfillment

Subject to the Terms (including Sections governing Fulfillment Services, Funding Accounts, and Order Expiration), PV targets the following Reward Link Fulfillment performance:

Event	Target	Measurement
Reward Link generation following Recipient Activation with cleared funds	Within 5 minutes (95th percentile)	From Activation timestamp to Reward Link delivery
Transactional SMS dispatch (where the Recipient has opted in and the Subscriber has authorized SMS)	Within 10 minutes of trigger event (95th percentile)	From trigger to carrier hand-off; carrier delivery is outside PV’s control
Vault Pay funding reflection for cleared payments	Within 1 business day of clearance	From confirmation of clearance by the third-party processor

Reward Link Fulfillment targets do not apply when (a) the Subscriber’s Vault Pay Account lacks sufficient cleared funds, (b) the Order is within the 30-day Order Expiration window and unfunded, (c) Recipient Content is incomplete or invalid (including missing first name, last name, or valid email), or (d) delivery is delayed or blocked by a Merchant, carrier, payment processor, or other third party. Mobile carriers are not liable for delayed or undelivered SMS messages and PV makes no guarantee of carrier delivery times.

6. Service Credits

If the Monthly Uptime Percentage falls below the Uptime Commitment in a given calendar month, the Subscriber may be eligible for a Service Credit, calculated as a percentage of the Subscription Fee invoiced for the affected month.

6.1 Service Credit Schedule

Monthly Uptime Percentage	Service Credit (% of Subscription Fee)	Indicative Monthly Downtime
Less than 99.9% but ≥ 99.0%	10%	More than ~43m to ~7h 18m
Less than 99.0% but ≥ 95.0%	25%	More than ~7h 18m to ~36h
Less than 95.0%	50%	More than ~36h

6.2 How Service Credits Are Applied

1. Service Credits are issued as a non-transferable credit applied to the Subscriber’s funding account. Service Credits are not redeemable for cash, do not bear interest, and expire upon termination of the Subscriber Account.
2. Service Credits are calculated against the Service Fee only. Reward Fees, Data Integration Fees, Inactivity Fees, payment processing fees, and any pass-through Merchant or carrier charges are excluded from the calculation.
3. The maximum Service Credit issued in any single calendar month shall not exceed fifty percent (50%) of the Service Fee invoiced for that month.
4. Service Credits are the Subscriber’s sole and exclusive remedy for any failure by PV to meet the Uptime Commitment or other targets set forth in this SLA, and do not expand any liability of PV beyond the limitations in the Terms.

6.3 Claim Procedure

To request a Service Credit, the Subscriber must submit a written claim to subscribersupport@promotionvault.com from the email address associated with the Subscriber Account within thirty (30) days of the end of the calendar month in which the alleged SLA breach occurred. The claim must include (a) the affected Subscriber Account, (b) the dates and times of the claimed Downtime, (c) a description of the impact, and (d) any logs, screenshots, or other supporting information reasonably available to the Subscriber. PV will review the claim and respond within fifteen (15) business days. Claims submitted after the 30-day window will not be honored.

7. SLA Exclusions

The Uptime Commitment, support targets, and Reward Link Fulfillment targets do not apply to, and Service Credits will not be issued for, unavailability or performance issues caused by any of the following:

• Scheduled Maintenance for which PV provided notice consistent with Section 2.
• Emergency maintenance reasonably required to address a security vulnerability, data-integrity risk, or critical defect.
• Force majeure events, including acts of God, war, terrorism, civil unrest, labor disputes, pandemics, governmental action, fires, floods, earthquakes, or other events outside PV’s reasonable control.
• Failures, latency, or outages of the public Internet, ISPs, DNS providers, content delivery networks, or any third-party network upstream of the PV Services.
• Failures or actions of Merchants, payment processors, banks, card networks, mobile carriers, SMS aggregators, or other third parties, including those identified in the Terms (e.g., Zapier, ABC Fitness, Club Ready).
• Subscriber actions or inactions, including misuse of the PV Services, exceeding documented rate limits, invalid or incomplete Recipient Content, insufficient cleared funds in the Vault Pay Account, or failure to maintain an active Subscriber Account.
• Issues arising from Subscriber-developed integrations, modifications, or third-party tools not provided by PV, including custom API usage that exceeds documented limits.
• Beta, Preview, Early Access, evaluation, free-tier, Double Down Demo, or other non-GA features.
• Account suspension or termination by PV pursuant to the Terms.
• Any matter for which the Subscriber owes PV undisputed past-due amounts at the time of the incident.

8. Maintenance and Change Management

PV reserves regular maintenance windows for system upgrades, security patching, and infrastructure work. Standard Scheduled Maintenance windows are conducted between 11:00 p.m. and 4:00 a.m. Mountain Time and will be announced at least forty-eight (48) hours in advance. PV will use commercially reasonable efforts to minimize disruption during maintenance and to perform upgrades in a manner that preserves backward compatibility for documented API versions.

PV may perform emergency maintenance without advance notice when reasonably necessary to preserve security or service integrity. When this occurs, PV will notify affected Subscribers as soon as reasonably practicable.

9. Security, Data, and Continuity

PV’s processing of Subscriber Data and Recipient Content, the administrative, technical, and organizational security measures PV maintains, breach notification, and the list of authorized Sub-Processors are governed by the DPA, including the security commitments described in Section 9 of the DPA and the Sub-Processor list set forth in Exhibit A to the DPA. This SLA does not modify or expand those provisions.

PV performs regular backups of production data supporting the PV Services. In the event of a service-affecting incident, PV’s recovery objectives are: Recovery Time Objective (RTO) of twenty-four (24) hours and Recovery Point Objective (RPO) of twenty-four (24) hours, in each case measured from PV’s declaration of a disaster event. These objectives are targets and not guarantees, and do not give rise to Service Credits.

10. Reporting and Reviews

Upon written request, PV will provide the Subscriber with a summary of Monthly Uptime Percentage and S1 incident history for the trailing twelve (12) months. Enterprise Subscribers may also request a quarterly service review covering performance against this SLA and roadmap items relevant to their use of the PV Services.

11. Changes to This SLA

Consistent with the Terms, PV may update this SLA from time to time. Material changes that reduce the Uptime Commitment or Service Credit amounts will be communicated to Subscribers at least thirty (30) days before they take effect, via in-product banner, email, or the Subscriber notification address on file. Continued use of the PV Services after the effective date of any update constitutes acceptance of the revised SLA.

12. Limitations and Relationship to the Terms and DPA

Notwithstanding anything in this SLA, PV’s aggregate liability and the Subscriber’s exclusive remedies for matters within the scope of this SLA remain subject to the limitations set forth in the Terms, including the cap on liability equal to the total fees paid by Subscriber to PV in the three (3) months preceding the date the liability arose. Claims relating to the processing of personal data are governed by the separate liability framework set forth in the DPA, including the liability cap described therein. This SLA does not expand or modify either set of limitations. All disputes arising out of or related to this SLA are subject to the Dispute Resolution & Arbitration provisions of the Terms, which are governed by the laws of the State of Arizona, with venue in Phoenix, Arizona.

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