Service Level Agreement

1. Scope

This Service Level Agreement ("SLA") sets out the uptime commitment that StorageFlo makes to Customers on paid subscription tiers and the service credit schedule that applies if that commitment is not met. It forms part of the agreement between the Customer and South Star Holdings LLC and supplements the Terms of Service.

Paid tiers covered. This SLA applies to Customers on the Plus, Growth, and Pro subscription tiers.

Starter tier. The Starter tier is provided on a best-effort basis and is not subject to any uptime commitment under this SLA. Starter Customers may monitor the platform status page at status.storageflo.io but are not entitled to service credits.

Scope of coverage. The uptime commitment covers the core StorageFlo platform, including the booking widget, the administrative dashboard, and the public-facing APIs that Customers depend on to operate their facilities. It does not cover third-party integration partner systems, payment processors, or other external dependencies. The carve-outs that apply are described in detail in Section 4.

This SLA does not limit StorageFlo's obligations under applicable law or modify the data processing commitments in the DPA.

2. Uptime commitment

StorageFlo commits to the following minimum monthly uptime percentages for covered tiers, measured in accordance with the methodology described in Section 5.

Monthly uptime is calculated as follows: take the total number of minutes in the calendar month, subtract the total minutes of Downtime during that month (excluding Excluded Downtime as defined in Section 4), and divide the result by the total number of minutes in the month.

"Downtime" means any period during which the covered Services are unavailable and returning errors for 100% of requests, as measured by the synthetic monitoring described in Section 5. Partial degradation, elevated latency, and feature-level issues that do not cause total unavailability do not constitute Downtime for purposes of this SLA.

Scheduled maintenance is not counted as Downtime, provided StorageFlo has announced the maintenance window at least 48 hours in advance on status.storageflo.io or by email to the Customer's registered contact address.

3. Service credit schedule

If StorageFlo fails to meet the uptime commitment for a covered tier in a given calendar month, the Customer is entitled to a service credit applied to their next invoice, calculated as a percentage of the monthly Subscription fee paid for that month.

For Pro tier Customers, the 10% credit band threshold is less than 99.95% (rather than 99.9%) but otherwise the schedule applies identically.

Service credits are calculated based on the monthly Subscription fee attributable to the affected tier and workspace. Add-on charges, usage-based fees, and fees for services outside the scope of this SLA are excluded from the calculation base.

Maximum aggregate credits in any single month are capped at 50% of the monthly Subscription fee for that month. Credits do not accumulate across months.

4. Exclusions

The following are Excluded Downtime and are not counted against the uptime commitment.

• Scheduled maintenance. Any maintenance window announced at least 48 hours in advance on status.storageflo.io or by direct communication to the Customer's registered contact.
• Force majeure. Events outside StorageFlo's reasonable control, including acts of God, earthquakes, floods, fires, hurricanes, pandemics, acts of war, civil unrest, terrorist acts, or governmental actions that restrict or prohibit the operation of the Service.
• Customer-caused issues. Downtime or degradation caused by the Customer's own actions or omissions, including misconfiguration of the Customer's workspace settings, use of the Service contrary to the Acceptable Use Policy, the Customer's own network or internet connectivity failures, or failures originating from third-party software or systems within the Customer's control.
• Third-party integration partner outages. Outages, slowdowns, or failures in SiteLink, storEDGE, Yardi Breeze, or any other third-party storage management or business system that the Customer has connected to StorageFlo. StorageFlo does not control these systems. Their availability is governed by their own uptime commitments, which are separate from this SLA.
• Payment gateway outages. Outages, processing failures, or degraded performance in Stripe, Square, or any other payment processor are excluded from the uptime commitment. Payment gateway availability is governed by the payment processor's own terms. Customers should monitor their payment processor's status page for information about payment processing incidents.
• Underlying infrastructure platform outages. Where a Downtime event is caused by a platform-level outage affecting Google Cloud Platform or Firebase infrastructure broadly, and the outage affects all or substantially all StorageFlo customers, service credits under this SLA are limited to any pass-through credit that StorageFlo is able to obtain from the underlying provider under its own commercial terms. StorageFlo will use reasonable efforts to seek such pass-through credits and will apply them to affected Customers where obtained.
• Beta and preview features. Features designated as "beta," "preview," or "experimental" in the Service or Documentation are excluded from this SLA. They are provided without uptime commitments and may be changed or withdrawn at any time.

5. Measurement methodology

Uptime is measured using synthetic availability checks running at 1-minute sampling intervals against the production StorageFlo environment. Each check targets the production API health endpoint and the booking widget serving infrastructure.

The results of these checks are published in real time on the status page at status.storageflo.io. The status page is the authoritative source for:

• Current service status.
• Incident start times and end times.
• Duration of any Downtime event.
• Post-incident reports for significant events.

For the purpose of calculating whether a service credit is owed, the incident timing recorded on the status page at status.storageflo.io governs. Customers who wish to dispute the recorded timing or duration of an incident should include their evidence in the credit request described in Section 6.

StorageFlo reserves the right to update its measurement methodology with 30 days' advance notice. Any update that reduces the accuracy or coverage of uptime monitoring will be accompanied by a compensating improvement elsewhere in the SLA.

6. How to claim a credit

To claim a service credit, the Customer must submit a written request by email to [email protected] within 30 days of the end of the calendar month in which the Downtime occurred. Requests submitted after this deadline will not be honored.

The credit request must include:

• The calendar month for which the credit is claimed.
• The uptime percentage experienced by the Customer during that month, referencing the incident record on status.storageflo.io or the Customer's own supporting logs.
• The specific credit amount requested, calculated in accordance with the schedule in Section 3.

StorageFlo will review the request and respond within 15 business days. If the request is approved:

• The credit will be applied to the Customer's next invoice.
• Credits do not expire while the Customer maintains an active Subscription.
• Credits are not redeemable for cash and are not transferable between Customers or between workspaces.
• Credits will not exceed the 50% monthly cap described in Section 3.

If StorageFlo disputes the Customer's uptime calculation, the parties will use the status page record at status.storageflo.io as the primary reference, supplemented by internal monitoring data that StorageFlo will share with the Customer on request.

7. Sole and exclusive remedy

Service credits issued in accordance with this SLA are the Customer's sole and exclusive remedy for any failure by StorageFlo to meet the uptime commitment set out in this SLA. Except where applicable law provides otherwise, the Customer waives any other claim, remedy, or cause of action arising from or related to an uptime shortfall, including any claim for damages, refunds, or other compensation beyond the credits described herein.

This limitation does not apply to: (a) StorageFlo's obligations under the DPA with respect to data breaches or data protection failures; (b) claims arising from fraud or wilful misconduct by StorageFlo; or (c) any liability that cannot be excluded or limited under applicable law.

Nothing in this section limits the Customer's right to terminate the agreement for material breach in accordance with the Terms of Service.

8. Changes to this SLA

StorageFlo may amend this SLA on 30 days' advance notice. Notice will be provided by updating this page and, for material changes, by email to the Customer's registered contact address or by prominent notice within the administrative dashboard.

Changes that reduce the uptime commitment or service credit schedule will not take effect mid-term for Customers on annual Subscriptions until the next renewal date, unless the Customer agrees to the change in writing before then.

Continued use of the Service after the effective date of an amended SLA constitutes the Customer's acceptance of the revised terms. Customers who do not accept a material reduction in the uptime commitment may terminate their Subscription in accordance with the Terms of Service.

For questions about this SLA, contact [email protected].