INTRODUCTION
This Service Level Agreement (“SLA”) is made part of the Order Form and Subscription Terms of Service (the ”Agreement”) between SponsorUnited, Inc., a Delaware corporation with offices at 2299 Summer Street, #1081, Stamford, CT 06905 USA (”SponsorUnited”), and the customer named in the Order Form that incorporates this SLA (“Customer. This SLA sets forth certain levels of service that SponsorUnited is required to meet in providing remote access to the SU Platform (the ”Service”) during the Term (“Service Levels”).
1. Definitions
The following definitions will apply to this SLA. All capitalized terms not defined in this SLA will have the meaning given them in the Order Form or the Subscription Terms of Service.
(a) “Downtime” means any time that the SU Platform is not available for access by Authorized Users, excluding Excused Downtime.
(b) “Excused Downtime” means any Downtime that is caused by (i) Scheduled Maintenance, (ii) Customer’s or Authorized Users’ telecommunications, Internet, network services, equipment, software, or any act or omission by Customer or its Authorized Users, (iii) software, hardware, and services not controlled by SponsorUnited (including but not limited to third-party services used to operate the SU Platform and software or sites that are accessed or linked through the SU Platform), (iv) any force majeure events or other matter beyond SponsorUnited’s reasonable control, or (v) any cyber-attacks, denial of service attacks, viruses, or other malicious activities directed at the SU Platform that SponsorUnited could not reasonably prevent through industry-standard security measures.
(c) “Scheduled Maintenance” means maintenance to the SU Platform (i) that occurs during the time period that SponsorUnited or its third-party service providers reserve for scheduled maintenance, which SponsorUnited will use commercially reasonable efforts to schedule during non-business hours (i.e. not during 8:30 a.m. to 8:30 p.m. Eastern Time, Monday through Friday, excluding those weekdays on which any federal holidays occurs in the United States) and will use commercially reasonable efforts not to exceed five (5) hours per month; (ii) any emergency or unscheduled maintenance required to maintain security, prevent data loss, or address critical system issues, and (iii) any additional non-emergency maintenance for which SponsorUnited provides Customer with at least two (2) business days advance notice; the duration of Scheduled Maintenance will not exceed fifteen (15) hours in any three calendar month period, five (5) hours in any calendar month or three (3) hours in any one week.
(d) “Uptime” means any time that is not Downtime.
2. Service Availability
During the Term of the Agreement, SponsorUnited will use commercially reasonable efforts to make the Platform available to Customer with Uptime that meets the Target Uptime Percentage set forth below. While SponsorUnited strives to meet the service levels described herein, failure to do so shall not constitute a breach of this Agreement and shall not entitle Customer to any refund, credit, or other remedy except as provided in Section 2(c).
(a) Target Uptime Percentage. SponsorUnited will use commercially reasonable efforts to provide at least 99.0% Uptime in any calendar month (the “Target Uptime Percentage”), excluding Excused Downtime. The Target Uptime Percentage is calculated on a monthly basis and is not cumulative across multiple months.
(b) Achieved Uptime Percentage. The actual Uptime percentage for each calendar month will be the quotient, expressed as (i) the total minutes of Uptime during that month divided by (ii) the total minutes in that month minus any minutes of Excused Downtime.
(c) Notice of Breach. In the event that the Achieved Uptime Percentage is less than the Target Uptime Percentage in a particular calendar month, this shall not constitute a breach of the Agreement. However, if the Achieved Uptime Percentage is less than the Target Uptime Percentage for three (3) consecutive calendar months, Customer shall have the right to provide SponsorUnited with written notice of such deficiency (a "Performance Notice"). SponsorUnited shall have thirty (30) days from receipt of such Performance Notice to cure the performance issue. If SponsorUnited fails to achieve the Target Uptime Percentage in the calendar month immediately following such thirty (30) day cure period, then Customer may elect to terminate the Agreement by written notice given during the next 60 days, provided that termination and the Service Credits below shall be Customer's sole and exclusive remedy for failure to meet the Target Uptime Percentage.
3. Technical Support Procedures and Services
(a) Support Hours. SponsorUnited maintains a technical support staff and an automated request tracking system to assure that Customer’s support requests are serviced with quality. SponsorUnited’s Support Center technical support team is generally available on the SU Platform (pro.sponsorunited.com) (email clientservices@sponsorunited.com from 8:30 a.m. – 8:30 p.m. eastern time. Off-Hours support to Customer is also available 7 days per week via phone, and via email at clientservices@sponsorunited.com. SponsorUnited maintains around-the-clock support for Priority 1 issues (defined below). SponsorUnited also provides certain technical support via a “self-service solution” web page.
(b) Support Requests. To request technical support or to report an issue that requires resolution, Customer may send an email describing the request or issue to clientservices@sponsorunited.com (the “Support Request Procedure”).
(c) Support Service Prioritization and Delivery. Requests received through the Support Request Procedure will be addressed by category: Support Requests, System Issues or Other Requests.
(d) Support Requests. SponsorUnited will respond to all questions regarding or requests for assistance with configuration or operating the system (“Support Requests”) within four (4) business hours; provided, however, that any Support Requests reported through the Support Request Procedure after hours will be reviewed within one (1) hour after the start of the next regular business day.
(e) System Issues. SponsorUnited will assign one of the following severity levels to all reports that the system is not functioning in accordance with the specifications set forth in the System Documentation (“System Issues”):
(f) Priority Description Resolution Timing
For issues that do not materially affect Customer’s services and informational inquiries, SponsorUnited will respond promptly during regular business hours.
Last updated February 2, 2026