Service Level Agreement
Version 1.03 · Last Updated: 25 September 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.
“Business Day” means Monday to Friday, excluding public holidays applicable to the relevant Ospree support team.
“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.
“Priority Support Hours” has the meaning given in Section 5.2.
“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.
“Response Time” means the time between Ospree receiving a support request through a designated support channel and the first response from an Ospree support engineer acknowledging the request and beginning work. Response Time is not a resolution time.
“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.
“Severity Level” means the classification of a support request as Critical, High, Medium or Low, as described in Section 5.3.
“Standard Support Hours” has the meaning given in Section 5.1.
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
Service credit
99.90% or above
No service credit
99.50% to below 99.90%
5% of the Monthly Fee
98.00% to below 99.50%
10% of the Monthly Fee
Below 98.00%
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
5.1 Standard Support
Standard Support is included with every subscription unless the Commercial Agreement states otherwise. Standard Support is available: • Monday to Friday, from 09:00 to 21:00 Central European Time (from 03:00 to 15:00 US Eastern Time) (“Standard Support Hours”), excluding public holidays applicable to the relevant Ospree support team; and • through Ospree’s designated email and ticketing channels. The Client may designate up to three (3) authorized support contacts who may submit support requests.
5.2 Priority Support
Priority Support is available only where the Commercial Agreement states that the Client has purchased it. Priority Support includes everything in Standard Support, plus: • Extended support hours: Monday to Friday, from 09:00 to 24:00 (midnight) Central European Time (from 03:00 to 18:00 US Eastern Time) (“Priority Support Hours”), excluding public holidays applicable to the relevant Ospree support team; • 24/7 coverage for Critical incidents, reported through the designated emergency channel; • Additional channels: a dedicated shared messaging channel (such as Slack or Microsoft Teams) and an emergency contact for Critical incidents; • Faster Response Time targets, as set out in Section 5.3; • Named escalation contact: a designated Ospree contact for escalations and account matters; • Service review: on request, a quarterly review of incidents, support tickets and service performance; and • Additional authorized support contacts: up to five (5).
Severity Level
Definition
Standard Support
Priority Support
Critical
Production Environment unavailable, core function materially unusable with no workaround, or a confirmed security incident affecting the Client
4 hours, within Standard Support Hours
4 hour, 24/7
High
A major function is significantly impaired or degraded, or a workaround exists but is impractical
1 Business Day
4 hours, within Priority Support Hours
Medium
Partial or non-critical loss of functionality with limited business impact
2 Business Days
1 Business Day
Low
General questions, configuration help, documentation requests or feature requests
5 Business Days
2 Business Days
5.4 Client Responsibilities for Support
To receive support in line with this Section 5, the Client will: • submit support requests through its authorized support contacts and Ospree’s designated channels; • provide the information Ospree reasonably needs to investigate, including a description of the issue, affected services, timestamps, error messages and steps to reproduce; • report Critical incidents through the designated emergency channel; and • for Critical incidents, keep a knowledgeable contact available to work with Ospree until a fix or workaround is in place. If the Client does not meet these responsibilities for a Critical incident, Ospree may handle it as a High Severity Level incident until they are met.
5.5 Support Terms
• Severity classification: the Client assigns the initial Severity Level. Ospree may reclassify it, acting reasonably, and will tell the Client why. • Critical incident updates: for Critical incidents, Ospree will provide status updates at least every 2 hours for Priority Support, and every 4 hours within Standard Support Hours for Standard Support, until a fix or workaround is in place. • Targets, not guarantees: Response Time targets are goals Ospree will use commercially reasonable efforts to meet. Missing a Response Time target does not give rise to service credits. Service credits apply only to the availability commitment in Section 3. • Time zones: all support hours follow local time in the stated time zone, including daylight saving time. Where hours are shown in two time zones, the Central European Time hours apply; the US Eastern Time hours are for reference. • Language: support is provided in English.
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
12.1 Notice. Ospree may update this SLA from time to time. Ospree will give the Client at least 30 days’ prior notice of any update, by email or through the Ospree console, and will publish each updated version with a new version number and date. 12.2 No reduction during the term. During the Client’s then-current subscription term, no update will materially reduce the service levels or support levels applicable to the Client under this SLA, including the Monthly Uptime Percentage commitment, the service credits, and the support plan the Client has purchased. An update that would materially reduce them applies to the Client only from the start of its next renewal term. 12.3 Other updates. Updates that improve service or support levels, or that do not materially reduce them, apply from the effective date stated in the notice.
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.