BetaHub Service Level Agreement

1.0 Service Level Agreement

This Service Level Agreement (SLA) is between the Customer and Upsoft sp. z o.o. (“Upsoft”) regarding the BetaHub services. Upsoft reserves the right to modify the terms of this SLA in accordance with the Agreement.

1.1 Service Categorization and Availability

During the Service Term, Upsoft will provide the following services 24 hours per day, seven days per week, with the specified Service Availability:

Service Name	Availability (Regular Users)	Availability (Enterprise Users)	Description
User Dashboard	98%	99.9%	Web interface for managing bug reports and feedback.
API	98%	99.9%	Interface for integrating with other tools and services.
Discord Bot	95%	98%	Enables bug reporting directly from Discord. Excludes Discord service issues.

1.2 SLA Credits

If, in any month, the Service Availability does not meet the Availability Commitment, Upsoft shall provide a credit (“SLA Credit”) as outlined below. Each SLA Credit will be calculated by multiplying the prorated monthly subscription fee for the affected month by the applicable SLA Credit percentage.

1.2.1 User Dashboard SLA Credits

Service Availability	Service Credit Percentage
Less than 98% but greater than or equal to 95%	5%
Less than 95%	10%

1.2.2 API SLA Credits

Service Availability	Service Credit Percentage
Less than 98% but greater than or equal to 95%	5%
Less than 95%	10%

1.2.3 Discord Bot SLA Credits

Service Availability	Service Credit Percentage
Less than 95% but greater than or equal to 90%	5%
Less than 90%	10%

1.3 Credit Request and Payment Procedures

To receive an SLA Credit, the Customer must submit a claim by filing a support request within thirty (30) days of the last calendar day of the month in which Service Availability was less than the Availability Commitment. The claim must include: • The subject line: “SLA Credit Request” • Dates and times of each incident • Evidence of the outage (e.g., user reports, logs, or screenshots)

1.4 SLA Credit Limitations

The Service Commitment does not apply to any unavailability, suspension, or termination of Services, or any other performance issues resulting from factors outside of Upsoft’s reasonable control, including force majeure events or Internet access issues beyond Upsoft’s demarcation point.

In cases of simultaneous Service failures, the Customer may request credits for multiple services, but the total credit will not exceed 100% of the monthly fee.

Service Credits will be issued only if the credit amount for the applicable monthly billing cycle is greater than one dollar ($1 USD).

1.5 General Limitations and Exclusions

Upsoft will support functionality that it develops and controls directly. The Customer is responsible for all content and content feeds within the Platform. Upsoft may assist the Customer and its third-party providers in diagnosing and resolving issues, but such assistance is outside Upsoft’s support obligations.