PoolPulse Service Level Agreement

PoolPulse is designed to provide reliable access to club operations tools, including membership management, check-ins, billing workflows, reservations, communications, reporting, and related platform features.

PoolPulse will use commercially reasonable efforts to make the platform available 99.0% of the time each calendar month, excluding scheduled maintenance, emergency maintenance, customer-side issues, third-party service disruptions, force majeure events, and other exclusions described in this SLA.

Monthly uptime is calculated as follows:

Monthly Uptime Percentage = (Total minutes in the calendar month - Downtime minutes) / Total minutes in the calendar month x 100

For purposes of this SLA, "Downtime" means the PoolPulse production platform is unavailable to substantially all users due to an issue within PoolPulse's reasonable control.

Downtime does not include partial degradation, cosmetic defects, minor performance slowdowns, issues affecting individual users or accounts, or outages caused by excluded events.

The uptime commitment does not apply to downtime, interruptions, delays, or degraded performance caused by:

• Scheduled maintenance
• Emergency maintenance required to protect the platform, customer data, or system integrity
• Customer internet, device, browser, network, DNS, or configuration issues
• Customer misuse, unauthorized changes, unsupported integrations, or failure to follow documented instructions
• Third-party services, including payment processors, email providers, hosting providers, domain registrars, DNS providers, SMS vendors, cloud infrastructure providers, or authentication services
• Security incidents, attacks, denial-of-service events, malware, abuse, or suspicious activity
• Beta, pilot, preview, experimental, or custom-developed features unless specifically included in writing
• Force majeure events, including natural disasters, utility failures, labor disputes, war, civil unrest, government action, or events beyond PoolPulse's reasonable control

PoolPulse may perform scheduled maintenance to improve reliability, security, performance, or functionality.

Whenever practical, PoolPulse will provide advance notice of scheduled maintenance that may materially affect platform availability.

PoolPulse will make reasonable efforts to schedule maintenance during lower-usage periods and to minimize disruption to club operations.

PoolPulse may perform emergency maintenance without advance notice when necessary to protect customer data, resolve critical issues, address security risks, or maintain platform integrity.

PoolPulse will make reasonable efforts to communicate material emergency maintenance events as soon as practical.

PoolPulse provides support according to the severity of the issue.

Unless otherwise stated in a separate written agreement, standard PoolPulse support business hours are Monday through Friday, excluding major U.S. holidays.

Support outside standard business hours may be available for critical issues but is not guaranteed unless included in a separate written agreement.

Customers are responsible for:

• Maintaining reliable internet access and compatible devices
• Keeping account credentials secure
• Using supported browsers and devices
• Managing user access appropriately
• Promptly reporting suspected issues
• Providing enough detail for PoolPulse to investigate support requests
• Ensuring their own staff are trained on internal club procedures
• Maintaining any third-party accounts, domains, payment processors, or integrations used with PoolPulse

PoolPulse is not responsible for service issues caused by customer systems, customer configuration, third-party accounts, or unsupported use of the platform.

If PoolPulse fails to meet the 99.0% monthly uptime commitment for a paid customer, the customer may request a service credit.

Service credits are the customer's sole and exclusive remedy for failure to meet the uptime commitment.

Service credits apply only to the affected monthly subscription fee for the impacted PoolPulse service. Credits have no cash value and may not be refunded, transferred, or applied to unrelated services.

To request a service credit, the customer must submit a written request to PoolPulse within 30 days after the end of the calendar month in which the alleged SLA failure occurred.

The request must include:

• Customer name
• Approximate date and time of the issue
• Description of the issue
• Impact on club operations
• Any relevant screenshots, reports, or support tickets

PoolPulse will review the request in good faith and determine whether a service credit applies based on platform logs, monitoring data, support records, and the terms of this SLA.

PoolPulse maintains backup and recovery practices designed to support platform reliability and business continuity.

Backup frequency, retention, and recovery procedures may vary based on system architecture, customer configuration, third-party services, and operational requirements.

PoolPulse does not guarantee restoration of customer data lost due to customer error, unauthorized user actions, deletion by authorized users, third-party failures, unsupported integrations, or misuse of the platform.

PoolPulse takes platform security seriously and uses commercially reasonable administrative, technical, and operational safeguards designed to protect the platform and customer data.

If PoolPulse becomes aware of a confirmed security incident that materially affects customer data, PoolPulse will notify affected customers as required by applicable law and contractual obligations.

PoolPulse may temporarily suspend access, disable features, restrict traffic, or take other protective action when necessary to preserve platform security or integrity.

Pilot, beta, preview, experimental, early-access, or custom-developed features may be subject to additional limitations and may not be covered by this SLA unless specifically stated in writing.

PoolPulse may modify, suspend, or discontinue such features as the product evolves.

PoolPulse may update this SLA from time to time. Material changes will be posted on the PoolPulse website or otherwise communicated to customers when appropriate.

Continued use of the PoolPulse platform after an SLA update constitutes acceptance of the updated SLA.

Questions about this SLA or support requests may be sent to:

PoolPulse Support
support@poolpulse.io