Service Level Agreement (SLA)

This Service Level Agreement is a commitment between Spiffy (“Spiffy”) and customers with a current Enterprise subscription or an active CheckoutOps engagement, as reflected in Spiffy’s billing records (“Eligible Customers”), effective for the duration of the applicable Subscription Term.

Platform Reliability

1. Reliability Assurance
   Spiffy guarantees a minimum Actual Availability of ninety-nine and nine tenths percent (99.9%) each calendar month during the Subscription Term. For periods when the CheckoutOps service is active, an extended SLA applies.

2. Compensation for Downtime
   Should Spiffy fail to meet the Reliability Assurance in any calendar month, or during the CheckoutOps service period, Customers are entitled to a compensation credit (“Compensation Credit”), contingent upon the Customer’s timely report and request for such credit in alignment with these terms. Compensation is calculated as follows:

CheckoutOps service customers

• For standard services: X * Y, where X = total monthly fees for impacted Services, and Y = the Credit Percentage based on Actual Availability.
• For CheckoutOps service periods: Z * Y, where Z = total fees for the CheckoutOps service package for the relevant period, and Y = the Credit Percentage based on Actual Availability.

3. Claiming Compensation Credits
   To claim a Compensation Credit, Customers must email Spiffy at support@spiffy.co within 30 days following the month of the Reliability Assurance breach or after the CheckoutOps service period. The claim must include the Customer’s organization name or registered support email, and details of service unavailability. Spiffy will credit eligible accounts within 30 days after verifying the claim. Compensation Credits are non-refundable, non-transferable, and applicable only against future billing. Accounts must be in good standing, with no past-due balance, to receive Compensation Credits. These credits are the exclusive compensation for any breach of Reliability Assurance, both for standard services and CheckoutOps service periods.

4. Terms and Definitions
   Terms not defined in this Service Level Agreement are as defined in the main Agreement.

   4.1 Scheduled Availability
   Defined as the total number of minutes in the applicable calendar month, minus scheduled maintenance for which prior notice was given.

   4.2 Unscheduled Downtime
   Refers to periods, in minutes, when Spiffy’s Services are not accessible or available to permitted users, excepting situations caused by the Customer or permitted users, force majeure, scheduled maintenance with prior notice, security breaches, emergency maintenance, or unavailability caused by third-party services outside Spiffy’s control (including payment gateways and customer-enabled integrations).

   4.3 Actual Availability
   Calculated as Scheduled Availability minus Unscheduled Downtime. Actual Availability is determined by Spiffy’s monitoring, as reflected at status.spiffy.co, which is authoritative for Compensation Credit calculations.

Support Response Times
Spiffy’s Support team will adhere to the following response times for Enterprise customers:

Response times are targets, not guaranteed remedies. Compensation Credits apply only to breaches of the Reliability Assurance.