Service Level Agreement
Version 2026.03.01
Effective: Order Form Date
Auto-renews with subscription
This SLA applies to all ShotPro Platform tiers (Core, Max, and XO) and is incorporated into the Master Services Agreement by reference per MSA Section 2.3. Third-party integrations (Stripe, ProPay, Gearfire, cloud providers) are excluded from uptime calculations and governed by their own service agreements. This SLA is effective as of the Order Form execution date and renews automatically with the subscription term.
Contents
Section 1 — Purpose and Scope
This Service Level Agreement ("SLA") establishes the platform availability commitments, support response time targets, service credit remedies, and data protection standards applicable to ShotPro's delivery of the Platform to Dealer. This SLA applies to all ShotPro subscription tiers — Core, Max, and XO — unless a specific provision expressly states otherwise. Capitalized terms not defined herein have the meanings ascribed to them in the Master Services Agreement ("MSA").
Section 2 — Platform Availability Commitment
2.1 Uptime Target
ShotPro commits to maintaining 99.9% Platform Availability during each calendar month, measured as described in Section 2.2. This equates to no more than approximately 43.8 minutes of unplanned Downtime per month or 8.76 hours per year.
2.2 Measurement Methodology
Platform Availability is calculated monthly using the following formula:
"Downtime" means any period of five (5) or more consecutive minutes during which the Platform's core functions — digital waiver signing, customer check-in, reservation management, and point-of-sale processing (as applicable to Dealer's subscription tier) — are materially unavailable to Dealer, as confirmed by ShotPro's monitoring systems.
2.3 Excluded Downtime
The following are excluded from Downtime calculations:
| Exclusion Category | Description |
|---|---|
| Scheduled Maintenance | Planned maintenance windows communicated at least 48 hours in advance via email or in-platform notification. ShotPro will use commercially reasonable efforts to schedule maintenance during off-peak hours (12:00 AM – 6:00 AM CT). |
| Third-Party Outages | Disruptions caused by third-party services including but not limited to Stripe, ProPay, Gearfire, cloud infrastructure providers (AWS, GCP), DNS providers, or CDN services. |
| Dealer-Caused Issues | Downtime resulting from Dealer's equipment, network connectivity, unauthorized modifications, or failure to implement required updates. |
| Force Majeure | Events described in MSA Section 12.3, including natural disasters, government actions, cyberattacks of unprecedented scale, or other events beyond ShotPro's reasonable control. |
| Emergency Maintenance | Unscheduled maintenance required to address critical security vulnerabilities or imminent threats to data integrity, provided ShotPro notifies Dealer as soon as practicable. |
Section 3 — Support Response and Resolution Targets
3.1 Severity Classifications
| Severity | Definition | Initial Response | Target Resolution |
|---|---|---|---|
| Critical (S1) | Platform completely unavailable or core functions (waivers, POS, check-in) non-operational for all users | 1 hour | 4 hours |
| High (S2) | Major feature degraded or non-functional; workaround may exist but business operations are significantly impacted | 4 business hours | 1 business day |
| Normal (S3) | Minor feature issue, cosmetic defect, or general question that does not materially affect business operations | 1 business day | 5 business days |
| Low (S4) | Feature request, enhancement suggestion, or informational inquiry | 2 business days | Acknowledged; no resolution target |
"Business hours" means Monday through Friday, 8:00 AM to 6:00 PM Central Time, excluding U.S. federal holidays. Critical (S1) issues are monitored 24/7/365.
3.2 Escalation Path
If a Critical (S1) issue is not resolved within the target resolution window, ShotPro shall automatically escalate to senior engineering leadership. ShotPro will provide status updates to Dealer every 30 minutes during an active S1 incident until resolution.
3.3 Support Channels
Dealer may submit support requests via:
- The in-platform support ticket system (preferred)
- Email to support@shotpro.com
- For Critical (S1) issues, via the emergency support phone line provided in Dealer's onboarding materials
Section 4 — Service Credits
4.1 Eligibility
If ShotPro fails to meet the 99.9% Availability Target in any calendar month, Dealer shall be eligible for Service Credits as set forth below. Service Credits are Dealer's sole and exclusive remedy for ShotPro's failure to meet the Availability Target.
4.2 Service Credit Schedule
| Monthly Availability | Downtime Equivalent | Service Credit |
|---|---|---|
| 99.0% – 99.89% | ~44 min to ~7.3 hours | 5% of monthly subscription fee |
| 95.0% – 98.99% | ~7.3 hours to ~36.5 hours | 10% of monthly subscription fee |
| Below 95.0% | More than ~36.5 hours | 25% of monthly subscription fee |
4.3 Credit Request Process
Dealer must submit a Service Credit request within thirty (30) days of the end of the affected calendar month by contacting support@shotpro.com with the subject line "SLA Credit Request." The request must include the dates and times of the claimed Downtime. ShotPro will verify the claim against its monitoring records and respond within ten (10) business days.
4.4 Credit Application
Approved Service Credits will be applied as a credit to Dealer's next invoice. Service Credits are not redeemable for cash, are not transferable, and may not be carried over beyond twelve (12) months. The maximum aggregate Service Credits in any calendar month shall not exceed twenty-five percent (25%) of Dealer's monthly subscription fee for that month.
4.5 Chronic Failure
If ShotPro fails to meet the 99.9% Availability Target for three (3) or more months in any rolling twelve (12) month period, Dealer may — in addition to Service Credits — terminate the MSA and Dealer Services Agreement without early termination penalty upon thirty (30) days' written notice.
Section 5 — Data Protection and Disaster Recovery
5.1 Data Backup
ShotPro shall perform automated backups of all Dealer data — including waiver records, customer profiles, transaction history, and configuration data — at least once every twenty-four (24) hours. Backups shall be stored in a geographically separate data center from the primary production environment.
5.2 Recovery Objectives
| Metric | Target | Description |
|---|---|---|
| Recovery Point Objective (RPO) | 24 hours | Maximum data loss in a disaster scenario |
| Recovery Time Objective (RTO) | 4 hours | Maximum time to restore Platform operations after a declared disaster |
5.3 Security Monitoring
ShotPro employs 24/7 automated monitoring of Platform infrastructure. In the event of a security incident affecting Dealer data, ShotPro will follow the breach notification procedures set forth in the Data Processing Agreement and applicable law.
Section 6 — Incident Communication and Reporting
6.1 Incident Communication
During any event that materially impacts Platform availability, ShotPro will provide:
| Communication | Details |
|---|---|
| Initial Notification | Within 30 minutes of incident detection, via email and in-platform banner |
| Ongoing Updates | Every 30 minutes for S1 incidents; every 2 hours for S2 incidents |
| Resolution Notice | Within 1 hour of resolution, confirming all services restored |
| Post-Incident Report | Within 5 business days for S1/S2 incidents, including root cause analysis and preventive measures |
6.2 Status Page
ShotPro shall maintain a publicly accessible status page (shotpronetwork.com/status or equivalent) reflecting real-time Platform status, scheduled maintenance windows, and historical uptime data.
6.3 Monthly Reporting
Upon written request, ShotPro will provide Dealer with a monthly uptime report summarizing Platform availability, incident counts by severity, average response and resolution times, and any Service Credits issued.
Section 7 — ShotPro Obligations
In furtherance of the commitments set forth herein, ShotPro shall:
- Maintain redundant infrastructure with automatic failover capabilities
- Employ industry-standard security practices, including encryption in transit and at rest
- Conduct regular load testing and capacity planning
- Maintain an incident response team trained on Platform-specific procedures
- Provide Dealer with reasonable advance notice of any planned changes that may affect Platform performance
Section 8 — Dealer Obligations
To ensure optimal Platform performance, Dealer shall:
- Maintain a stable internet connection meeting ShotPro's minimum bandwidth requirements as communicated during onboarding
- Keep all ShotPro-provided hardware and software up to date per ShotPro's instructions
- Promptly report any suspected issues via the support channels described in Section 3.3
- Cooperate with ShotPro in diagnosing and resolving issues, including providing reasonable remote access when requested
Section 9 — Limitations
9.1 Service Credits constitute Dealer's sole and exclusive remedy, and ShotPro's entire liability, for any failure to meet the service levels described in this SLA.
9.2 This SLA does not modify the limitation of liability provisions set forth in Section 9 of the MSA.
ShotPro reserves the right to modify this SLA with at least thirty (30) days' written notice. Material modifications that reduce ShotPro's obligations shall not apply to existing Dealers until the next renewal of their Dealer Services Agreement unless Dealer consents in writing.
Section 10 — General Provisions
10.1 Incorporation. This SLA is incorporated into and forms part of the MSA. All provisions of the MSA not inconsistent with this SLA remain in full force and effect. In the event of conflict between this SLA and the MSA regarding service level commitments, this SLA controls.
10.2 Governing Law. This SLA shall be governed by the laws of the State of Texas, consistent with the MSA.
10.3 Entire Agreement. Together with the MSA, the Order Form, and the Data Processing Agreement, this SLA constitutes the complete agreement between the Parties regarding Platform service levels.
10.4 Execution. This SLA is incorporated into the MSA by reference per MSA Section 2.3 and is effective as of the Order Form execution date. No separate signature is required.
Version History
| Version | Changes |
|---|---|
| v2026.03.01 | Initial release. Established 99.9% uptime commitment, four-tier severity classification (S1–S4), service credit schedule, RPO/RTO targets, and incident communication framework. Incorporated into MSA by reference per Section 2.3. |