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TALENTSPLIT SERVICE LEVEL AGREEMENT

Important Notes

  • This Service Level Agreement (“SLA”) supplements the TalentSplit Master Services Agreement (“MSA”) and defines Provider’s service level commitments for Subscription Services.
  • This SLA is incorporated by reference into each website purchase and each Service Order for Subscription Services. The version of this SLA in effect at the time of acceptance (date of purchase for website purchases, or date of execution for Service Orders) governs that engagement.
  • Capitalized terms not defined in this SLA have the meanings given in the MSA.
  • This SLA does not apply to One-Time Services, which are governed by the turnaround commitments stated in the applicable product description.

Last Updated: June 19, 2026, Version: 1.0

  1. SCOPE

    • This SLA applies to all Subscription Services provided by Provider, including IT Services Support, Cyber Support, Web Security Support, Project Management Support, Marketing Ops Support, and any other Subscription Service published by Provider from time to time.
    • This SLA does not apply to (a) One-Time Services, (b) Services contracted under a Service Order that specifies different service levels, in which case the Service Order controls, or (c) platforms, systems, or accounts owned or contracted by Client that Provider accesses but does not operate.

  2. DEFINITIONS

    • “Business Hours” means 9:00 AM to 5:00 PM Pacific Time, Monday through Friday, excluding United States federal holidays.
    • “Business Day” means a day during Business Hours.
    • “Initial Response” means Provider’s acknowledgment of a Client request and identification of the responsible person at Provider.
    • “Active Engagement” means Provider has begun work on the request and is providing regular status updates to Client.
    • “Severity” means the classification of a Client request as Critical, High, or Standard in accordance with Section 3.

  3. SEVERITY CLASSIFICATION

    • Critical: A production system is down, data loss is in progress, or an active security incident is underway. Critical Severity is reserved for issues with significant immediate business impact.
    • High: Significant functional degradation, partial outage, or an urgent business need requiring prompt attention but not constituting a Critical issue.
    • Standard: Normal operational requests, non-urgent questions, scheduled work, and routine support.
    • Client initially classifies the Severity when submitting a request. Provider may reclassify the request if the initial classification does not reasonably reflect the nature of the issue and will notify Client of any reclassification.

  4. RESPONSE TIME TARGETS

    • Critical: Initial Response within four (4) Business Hours; Active Engagement within one (1) Business Day.
    • High: Initial Response within one (1) Business Day; Active Engagement within three (3) Business Days.
    • Standard: Initial Response within two (2) Business Days; Active Engagement within five (5) Business Days.
    • Response times are measured from the time Provider receives the Client request through Provider’s designated communication channel as specified in the applicable product description or Service Order.

  5. AVAILABILITY TARGET

    • For platforms, systems, or applications that Provider operates on behalf of Client as part of a Subscription Service, Provider targets monthly availability of ninety-nine and one-half percent (99.5%), measured as the percentage of total minutes in the calendar month during which the platform is available, excluding scheduled maintenance windows.
    • This availability target does not apply to platforms, systems, or accounts owned or contracted by Client that Provider accesses but does not operate. Availability of those systems is the responsibility of Client and the respective platform owner.
    • Scheduled maintenance windows will be communicated to Client with reasonable advance notice and, where practical, conducted outside of Business Hours.

  6. EXCLUSIONS

    • The response time and availability targets in this SLA do not apply to delays or unavailability caused by: (a) Client’s own systems, applications, networks, or platforms; (b) third-party services or platforms not operated by Provider; (c) Client’s failure to provide reasonable access, information, or cooperation necessary for Provider to perform the Service; (d) scheduled maintenance windows communicated in advance; (e) requests that fall outside the scope of the applicable Subscription Service; or (f) events of force majeure as defined in the MSA.

  7. REMEDIES

    • Provider commits to meeting the response time and availability targets in this SLA on a best-effort basis. In the event of a significant or repeated miss, Provider will engage with Client in good faith to identify the cause, implement corrective measures, and, where appropriate, agree on a reasonable accommodation.
    • This SLA does not provide automatic service credits or financial remedies for missed targets. Remedies for significant or persistent failures, if any, will be negotiated between the Parties on a case-by-case basis or, where applicable, as specified in a Service Order.
    • Client’s other rights and remedies under the MSA, including the right to terminate for material breach, remain unaffected.

  8. REPORTING AND MEASUREMENT

    • Provider maintains internal records of response times and availability for each Subscription Service.
    • Provider will provide Client with SLA performance information upon Client’s reasonable written request, no more frequently than once per calendar quarter unless otherwise agreed.
    • Provider does not publish or distribute periodic SLA performance reports as a standard practice.

  9. TERM AND CHANGES

    • This SLA takes effect on the date of acceptance of the applicable Subscription Service and continues for the term of that Service.
    • Provider may modify this SLA from time to time. Modifications take effect on the date posted, and the version in effect at the time of each Subscription Service’s acceptance governs that Service unless Provider gives Client at least thirty (30) days’ notice of a change applicable to active Services.

  10. GENERAL

    • In the event of a conflict between this SLA and the MSA with respect to service levels for Subscription Services, this SLA controls. In all other respects, the MSA controls.
    • This SLA is governed by the law specified in the MSA.
    • If any provision of this SLA is held to be invalid or unenforceable, the remaining provisions remain in full force and effect.