Schedule d: Service Level Agreement

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 {uptime_percentage}% 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:

Monthly Uptime Percentage

Service Credit
98.0% – 98.99% 5% of monthly fees*
97.0% – 97.99% 10% of monthly fees*
95.0% – 96.99% 20% of monthly fees*
Below 95.0% 30% of monthly fees*

*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

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

Severity Level

Definition

Initial Response

Target Resolution
Severity 1  Service completely unavailable or critical function down during Event 30 minutes 4 hours
Severity 2 Major feature unavailable, significant performance degradation 2 hours 8 business hours
Severity 3 Minor feature issue, workaround available 4 business hours 2 business days
Severity 4 General questions, feature requests 1 business day 5 business days

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

Version: 1.0
Effective Date: September 8th, 2025