Paid Service Level Addendum

Version 2.0 • 05/22/2025     View Previous Version

This Paid Service Level Agreement (“SLA”) sets forth the performance standards, obligations, and support expectations governing the services provided under the terms of the underlying Terms of Service or other signed service agreement between the Customer and the Service Provider (the “Agreement”). The SLA is fully incorporated into and made a part of the Master Services Agreement (“MSA”) as published on May 22nd, 2025 at https://www.walletthat.com/terms/, between Client and Skycore LLC (“Service Provider”), together with any other incorporated Product Addendums, each as they may be amended from time to time, the (“Agreement”). Nothing contained herein shall act as a waiver of either party’s rights or obligations arising from the Agreement. Capitalized terms used herein without definition shall have the meanings ascribed to them in the Agreement. This SLA is intended to supplement the Agreement and does not supersede or replace any rights or obligations contained therein.

The Service Provider will make the Service available twenty-four (24) hours per day, seven (7) days per week, with a minimum uptime target of 99.95% per calendar month, excluding downtime resulting from:

a) Scheduled maintenance;

b) The unavailability of dependent services from Apple Wallet or Google Pay (each a “Wallet Provider” and together the “Wallet Providers”); or

c) Issues resulting from the Customer exceeding their allocated account Capacity. “Capacity” herein refers to various resource limits allocated to the Customer’s account, which may be detailed in either the Customer’s subscription plan, Service Provider’s Terms of Service, or the fair use policy governing features marketed as “unlimited.”

If production bugs or service interruptions attributable solely to the Service Provider result in the Customer’s inability to access the Service’s API, web portal for managing Pass design or data, or issuance of Passes via Service Provider-hosted links, the Service will be deemed unavailable for purposes of calculating uptime.

If uptime falls below the monthly target, the Customer may terminate the Agreement within fifteen (15) days from the end of the calendar month in which the Uptime failure occurred. Additionally, if uptime breaches occur for three consecutive months or four non-consecutive months in a 12-month period, the Customer may terminate the Agreement and this SLA immediately.

The Service described in the Product Addendum is highly configurable and dependent on each Native Wallet App and OS. While the Service Provider endeavors to ensure compatibility with all devices and browsers, the Customer acknowledges that certain features may not function as intended on older devices, operating systems, or browsers. The Service Provider will use commercially reasonable efforts to maintain consistency as new versions of Native Wallet Apps are released.

The Service Provider will provide periodic updates to maintain compatibility with the latest Wallet Provider app versions and operating systems. The Customer acknowledges that unsupported configurations or outdated software may affect functionality, and such issues will not constitute a breach of this SLA

Compatibility issues which are the result of production bugs or errors solely attributable to the Service Provider which prevent the Customer from using the Service as intended (on the most recent operating system versions and Wallet Provider App versions) will not constitute a breach of this SLA.

The Service Provider shall limit scheduled maintenance to no more than two (2) hours on a bi-weekly basis between 1:00 AM and 6:00 AM Eastern Time. If requested, the Service Provider will provide advance notice by email at least three (3) business days prior to any scheduled maintenance that may affect uptime.

The Service Provider shall promptly address any production bugs or errors and will make commercially reasonable efforts to resolve such issues swiftly, with minimal disruption to the Service. In emergency cases requiring immediate maintenance, the Service Provider will provide notice as soon as practicable. In the event of a Severity 1 Incident, the Service Provider will deliver a root cause analysis (“RCA”) to impacted parties within seven (7) days of the incident, upon request. Emergency maintenance shall be completed within a maximum of four (4) hours unless extended due to unforeseen circumstances, in which case updates will be provided every hour upon request.

The Service Provider shall not be liable for any failure or delay in performance of its obligations under this SLA due to events beyond its reasonable control, including natural disasters, acts of government, or widespread internet or telecommunications system outages.

This SLA shall terminate automatically upon termination or expiration of the Agreement. Either Party may terminate the Agreement or only this SLA upon 30 days’ written notice if the other party materially breaches this SLA and fails to cure such breach within such notice period. In the event of Termination under this SLA, the Customer shall be entitled to a refund of any prepaid amounts, prorated from the date the Services are formerly scheduled for cancellation.

Support levels and incident severity classifications are outlined in Exhibit B.

Service Credits, if applicable, are outlined in Exhibit B.

Fees Applicable to SLA Tiers, if applicable, are outlined in Exhibit B.

Notwithstanding anything to the contrary, the Service Provider’s total liability for a breach of this SLA shall be Service Credits due as well as a refund of SLA Fees paid by the Customer for this SLA, if any, in the three months preceding the incident giving rise to the claim.

Phone Escalation: If you do not receive a response within the allocated Target you may escalate your phone based support request to the following numbers (escalation table numbers to be provided)