Service Level Agreement

Version 1.02 Last Updated: 10-Jul-2026

This Service Level Agreement (“SLA”) sets out the service levels applicable to the Ospree services identified in the applicable commercial agreement between Ospree PTE. LTD. (“Ospree”) and the customer identified in that agreement (“Client”).

This SLA applies only where it is expressly incorporated into the applicable Commercial Agreement. Capitalized terms not defined in this SLA shall have the meanings given to them in the Commercial Agreement.

1. Definitions
   
   

• “Affected Service” means the specific Production Service that experiences Downtime.

• “Commercial Agreement” means the agreement between Ospree and the Client governing the Client’s use of the Services.

• “Downtime” means the number of whole minutes during which the Production Environment of an Affected Service is unavailable to the Client, as determined by Ospree’s monitoring and logging systems. Downtime excludes Scheduled Maintenance, Emergency Maintenance, and the other exclusions set out in this SLA.

• “Emergency Maintenance” means maintenance reasonably required to address an urgent security, integrity, availability, performance, or operational issue.

• “Monthly Fee” means the recurring monthly fee attributable to the Affected Service. Where the relevant fees are billed annually, the Monthly Fee shall equal one-twelfth of the applicable annual recurring fee.

• “Monthly Uptime Percentage” means the percentage calculated separately for each Affected Service during the relevant calendar month, measured in UTC, using the following formula: (Total Minutes in the Month − Downtime Minutes) ÷ Total Minutes in the Month × 100

• “Production Environment” means the live production environment made available to the Client. It excludes sandbox, testing, development, trial, beta, preview, demonstration, and other non-production environments.

• “Scheduled Maintenance” means planned maintenance notified to the Client in advance in accordance with this SLA.

• “Services” means the Ospree services expressly identified in the Commercial Agreement as being subject to this SLA.
  
  

2. Service Availability
   
   

Ospree commits to a Monthly Uptime Percentage of 99.9% for the Production Environment of the Services, subject to the exclusions set out in this SLA.

Availability shall be measured separately for each Affected Service.

Reduced performance, latency, or partial degradation shall not constitute Downtime unless the Affected Service is unavailable or its core functionality is materially unusable.

3. Service Credits
   
   

If the Monthly Uptime Percentage for an Affected Service falls below 99.9%, the Client may request a service credit as follows:

• Monthly Uptime Percentage of 99.90% or above: no service credit.

• Monthly Uptime Percentage from 99.50% to below 99.90%: service credit equal to 5% of the Monthly Fee.

• Monthly Uptime Percentage from 98.00% to below 99.50%: service credit equal to 10% of the Monthly Fee.

• Monthly Uptime Percentage below 98.00%: service credit equal to 20% of the Monthly Fee.

To receive a service credit, the Client must submit a written request to Ospree within 30 days after the end of the calendar month in which the relevant Downtime occurred.

The request must include reasonable details of:

• the Affected Service;

• the relevant date and time period;

• the nature of the reported unavailability; and

• any supporting information reasonably available to the Client.

Service credits:

• shall be calculated only against the Monthly Fee attributable to the Affected Service;

• shall be applied against future invoices;

• are not refundable or exchangeable for cash;

• do not apply where the Client is in material breach of the Commercial Agreement; and

• constitute the Client’s sole and exclusive monetary remedy for Ospree’s failure to meet the availability commitment set out in this SLA.

The total service credits awarded for any calendar month shall not exceed 50% of the Monthly Fee attributable to the Affected Service.

4. Scheduled and Emergency Maintenance
   
   

Ospree may perform Scheduled Maintenance during off-peak hours and shall use reasonable efforts to provide the Client with at least 48 hours’ prior notice.

Scheduled Maintenance shall not count as Downtime.

Ospree may perform Emergency Maintenance where reasonably necessary to protect the security, integrity, availability, performance, or operation of the Services.

For Emergency Maintenance, Ospree shall provide as much prior notice as reasonably practicable. Where prior notice is not practicable, Ospree shall notify the Client without undue delay after the maintenance begins.

5. Support Availability

5.1 Standard Support

Standard Support is available:

• Monday to Friday;

• from 09:00 to 21:00 Central European Time;

• excluding public holidays applicable to the relevant Ospree support team; and

• through Ospree’s designated email and ticketing channels.

5.2 Priority Support

Priority Support, including 24/7 escalation channels, is available only where expressly included in the Commercial Agreement. The applicable support channels, escalation process, and any enhanced response commitments shall be set out in the Commercial Agreement or the applicable support plan.

6. Security and Compliance
   
   

Ospree shall maintain appropriate technical and organizational measures designed to protect the confidentiality, integrity, availability, and resilience of the Services and the data processed through them.

Such measures may include, as appropriate:

• encryption in transit using TLS;

• encryption at rest using AES-256 or an equivalent industry-standard method;

• role-based access controls;

• multi-factor authentication;

• logging and monitoring;

• vulnerability management;

• incident response procedures; and

• business continuity and disaster recovery arrangements.
  
  

7. Third-Party Dependencies
   
   

Ospree may rely on third-party service providers, including:

• cloud infrastructure providers;

• hosting providers;

• communications providers;

• data providers;

• Travel Rule protocol operators;

• security and monitoring providers; and

• other technology or operational service providers.
  
  

Service disruptions caused by third-party providers and outside Ospree’s reasonable control shall not qualify for service credits, except to the extent that the disruption results from:

• Ospree’s breach of the Commercial Agreement;

• Ospree’s negligence; or

• Ospree’s failure to implement reasonable vendor-management measures.
  
  

Ospree shall conduct risk-based due diligence and ongoing oversight of material third-party providers, taking into account the nature, criticality, and risk of the relevant services.

Ospree shall maintain reasonable contingency and transition arrangements for material third-party dependencies. These arrangements are intended to reduce disruption but do not guarantee an uninterrupted or seamless transition to an alternative provider.

8. Client Responsibilities
   
   

The Client is responsible for:

• protecting its credentials, passwords, API keys, and access tokens;

• maintaining appropriate user access controls;

• securing its own devices, networks, applications, and integrations;

• configuring and using the Services in accordance with Ospree’s documentation;

• promptly notifying Ospree of suspected credential compromise or unauthorized access; and

• maintaining any systems and dependencies under the Client’s control.

Ospree shall not be responsible for any security incident, unauthorized access, unavailability, or service disruption to the extent caused by:

• the Client’s acts or omissions;

• compromised Client credentials;

• Client-controlled systems, networks, or integrations;

• unsupported configurations;

• unauthorized modifications; or

• use of the Services contrary to the Commercial Agreement or Ospree’s documentation.
  
  

9. SLA Exclusions
   
   

The availability commitment and service credits under this SLA shall not apply to unavailability or disruption resulting from:

• Scheduled Maintenance or Emergency Maintenance;

• systems, networks, software, integrations, configurations, credentials, equipment, or infrastructure controlled by the Client;

• the Client’s misuse, unauthorized use, acts or omissions, or use of the Services contrary to the Commercial Agreement or Ospree’s documentation;

• third-party systems or services outside Ospree’s reasonable control, except to the extent the disruption results from Ospree’s breach of the Commercial Agreement, negligence, or failure to implement reasonable vendor-management measures;

• internet, telecommunications, or network failures outside Ospree’s reasonable control;

• suspension or restriction of the Services permitted under the Commercial Agreement;

• beta, trial, preview, demonstration, promotional, free, or non-production services;

• force majeure events;

• denial-of-service attacks, cyberattacks, or other malicious activity, except to the extent caused or materially contributed to by Ospree’s failure to maintain reasonable security measures; or

• unsupported versions, environments, integrations, or configurations.
  
  

10. Liability
    
    

All limitations, exclusions, disclaimers, and liability caps set out in the Commercial Agreement apply to this SLA.

If there is any conflict between this SLA and the Commercial Agreement regarding liability, indemnities, warranties, exclusions, or remedies, the Commercial Agreement shall prevail.

Service credits are the Client’s sole and exclusive monetary remedy for failure to achieve the availability commitment under this SLA, without prejudice to any rights or remedies that cannot lawfully be excluded.

11. Beta and Non-Paid Services
    
    

Beta, preview, trial, demonstration, promotional, and other non-paid services or features are provided on an “as is” and “as available” basis.

Such services are not covered by the uptime commitment, support commitments, or service-credit provisions of this SLA unless expressly agreed otherwise in writing.

12. Modifications
    
    

Ospree may update this SLA by providing the Client with at least 30 days’ prior notice. If an update materially reduces the service levels applicable to the Client, the Client may terminate the applicable Commercial Agreement in accordance with its termination provisions.

13. Contact and Support
    
    

For SLA-related inquiries, support requests, or service-credit claims, the Client may contact: support@ospree.io
Service-credit requests should clearly state that they relate to an SLA claim and include the information required under Section 3.