This Service Level Agreement (“SLA”) is part of the Software as a Service Agreement between ShowGrounds, LLC (“Provider”) and Customer.

1. SERVICE AVAILABILITY

1.1 Uptime Commitment

Provider commits to maintaining an uptime percentage 99% availability of the Service during each calendar month, excluding Scheduled Maintenance and Force Majeure Events.

1.2 Availability Calculation

• Availability = (Total Minutes in Month – Downtime Minutes) / Total Minutes in Month × 100
• Downtime = Period when the Service is unavailable to all Customer Users
• Excluded = Scheduled Maintenance, Force Majeure Events, Customer-caused issues

1.3 Service Credits

If Provider fails to meet the Uptime Commitment:

*Credits apply only to Add-On Service fees paid by Customer, as Core Service is provided at no charge.

2. SCHEDULED MAINTENANCE

2.1 Maintenance Windows

• Regular Maintenance: Sunday through Wednesday, 2:00 AM – 4:00 AM ET
• Major Updates: Quarterly, with 14 days advance notice
• Emergency Maintenance: As required with best effort notice

2.2 Show Date Protection

Provider will make reasonable efforts to avoid maintenance during:

• Customer’s active Event dates
• Major competition weekends
• Peak entry submission periods (typically 5-7 days before Events)

3. PERFORMANCE STANDARDS

3.1 Response Time Targets

• Page Load: 90% of pages load within 3 seconds
• Entry Submission: 95% process within 5 seconds
• Report Generation: Based on data volume
  • Under 1,000 entries: Within 30 seconds
  • 1,000-10,000 entries: Within 2 minutes
  • Over 10,000 entries: Within 5 minutes

3.2 Concurrent User Support

• Auto-scaling enabled by default for all Events
• Preemptive scaling available for large Events (1000+ entries) upon advance notice
• No hard limits on concurrent users

4. SUPPORT SERVICES

4.1 Support Channels

• Email: support@showgroundslive.com
• Phone: During business hours for urgent issues
• In-App: Help documentation and ticketing

4.2 Support Hours

• Standard Support: Monday-Friday, 8:00 AM – 6:00 PM ET
• Event Day Support: Extended hours during Customer’s Events (upon request)
• Emergency Support: 24/7 for Severity 1 issues during Events

4.3 Response Time Commitments

4.4 Escalation Process

• Level 1: Support Team
• Level 2: Senior Technical Staff
• Level 3: Development Team
• Level 4: Management Team

5. DATA BACKUP AND RECOVERY

5.1 Backup Schedule

• Full Backups: Daily
• Incremental Backups: Every 4 hours
• Transaction Logs: Continuous replication

5.2 Recovery Objectives

• Recovery Time Objective (RTO): 4 hours
• Recovery Point Objective (RPO): 1 hour
• Geographic Redundancy: Backups stored in multiple AWS regions

5.3 Customer Data Export

• Self-service export available for:
  • Entry data (CSV/Excel format)
  • Results and standings
  • Financial reports
• Custom exports available upon request

6. MONITORING AND REPORTING

6.1 System Monitoring

• 24/7 automated monitoring
• Proactive alert system
• Performance metrics tracking

6.2 Customer Notifications

• Service status page: status.showgroundslive.com
• Email alerts for planned maintenance
• SMS/Email for critical issues during Events

6.3 Monthly Reports

Available upon request:

• Uptime statistics
• Performance metrics
• Support ticket summary
• Incident reports

7. SPECIFIC PROVISIONS FOR EQUESTRIAN EVENTS

7.1 Show Day Priority

During Customer’s active Event days:

• Elevated monitoring
• Priority support queue
• Dedicated resources for high-volume periods

7.2 Entry Deadline Handling

• Increased capacity during entry closing periods
• Queue management for high-volume submissions
• Real-time status updates

7.3 Results Processing

• Priority processing for official results
• Rapid posting to governing body systems
• Backup manual entry options

8. EXCLUSIONS

This SLA does not apply to:

• Customer-caused outages
• Third-party service failures (except approved Sub-processors)
• Force majeure events
• Beta features or trial services
• Issues arising from Customer’s non-compliance with Agreement

9. CREDIT REQUESTS

9.1 Process

• Submit credit request within 30 days of incident
• Include dates, times, and impact description
• Provider will respond within 10 business days

9.2 Credit Application

• Applied to next invoice for Add-On Services
• Maximum monthly credit: 30% of monthly Add-On fees
• No cash refunds for service credits

10. MODIFICATIONS

Provider may update this SLA with 30 days’ notice, provided that:

• Material degradations require Customer consent
• Improvements may be implemented immediately
• Emergency changes may be made for security/stability