Service Level Statement

v2.0
Effective as of: 07/03/2026

This Service Level Statement (the "Statement") is incorporated into the agreement between Dovetailed Technology Ltd ("Dovetech") and the applicable customer, merchant, or other authorised user (the "Customer").

This Statement applies to any Covered Service identified in an applicable order form, statement of work, subscription plan, app listing, plan selection page, checkout flow, or other ordering document (each, an "Ordering Document").

This Statement sets out Dovetech's service performance targets, support targets, and Customer responsibilities for Covered Services.

Where a Covered Service is billed, provisioned, or distributed through a third-party platform or marketplace, the billing, renewal, refund, credit, and plan-management mechanics of that platform also apply to the extent relevant.

This Statement does not apply to beta, alpha, preview, evaluation, proof-of-concept, no-charge, or trial services unless an Ordering Document expressly states otherwise.

1. Definitions

1.1 Agreement

Agreement means the applicable Ordering Document together with Dovetech's terms of service or master services agreement, this Statement, and any applicable service schedule.

1.2 Services

Services means any software, app, API, integration, component, feature, hosted service, synchronisation service, support service, or related service made available by Dovetech.

1.3 Covered Service

Covered Service means a Service expressly identified as subject to this Statement in an Ordering Document or service schedule.

1.4 Direct-Billed Service

Direct-Billed Service means a Covered Service for which the Customer contracts and pays Dovetech directly.

1.5 Platform-Billed App Service

Platform-Billed App Service means a Covered Service that is billed or subscribed to through a third-party platform, marketplace, or app store.

1.6 Business Day / Business Hours

Business Day means Monday to Friday, excluding public holidays in England and Wales, unless otherwise stated in the applicable Ordering Document.

Business Hours means 09:00 to 17:00 UK time on a Business Day, unless otherwise stated in the applicable Ordering Document.

1.7 Service Availability

Service Availability means the percentage of time during a calendar month that the Covered Service is available to the Customer under normal operating conditions.

1.8 Planned Maintenance

Planned Maintenance means pre-scheduled maintenance, upgrades, or changes that may affect availability or performance and for which Dovetech provides reasonable advance notice, where practicable.

1.9 Emergency Maintenance

Emergency Maintenance means maintenance performed on an urgent basis to protect the security, integrity, or availability of a Covered Service or related systems.

1.10 Unplanned Outage

Unplanned Outage means a period during which a Covered Service is unavailable, excluding Planned Maintenance, Emergency Maintenance, and any exclusions listed in Section 7.

1.11 Third-Party Dependency

Third-Party Dependency means any service, system, platform, network, infrastructure, or software not operated or directly controlled by Dovetech, including customer systems and third-party commerce, hosting, CDN, CMS, or platform providers.

1.12 Availability Rate

The Availability Rate for a Covered Service is calculated monthly as follows:

Availability Rate = [(Total Monthly Time - Unplanned Outage) / Total Monthly Time] x 100

Where:

• Total Monthly Time means the total number of minutes in the relevant calendar month; and
• Unplanned Outage means the total number of minutes of qualifying downtime in that month.

2. Scope of Service Levels

2.1 Service schedules

Each Covered Service may have a service schedule that sets out any service-specific availability target, support scope, response targets, maintenance windows, and remedies.

2.2 Default service level

Unless a service schedule expressly states otherwise, Dovetech targets 99.0% Service Availability for each Covered Service in each calendar month.

2.3 Order of precedence

If there is any conflict between this Statement and a service schedule, the service schedule prevails for that Covered Service.

If a Platform-Billed App Service is involved, the relevant platform's billing and refund mechanics prevail to the extent necessary to give effect to the platform's rules.

2.4 Dovetech-controlled scope

For Services that depend on Third-Party Dependencies, Service Availability and related service levels apply only to the Dovetech-controlled elements of the Covered Service, unless expressly stated otherwise.

3. Service Performance and Support

3.1 Availability goal

Dovetech will use commercially reasonable efforts to meet the applicable Availability Goal for each Covered Service.

3.2 Maintenance

Dovetech may perform Planned Maintenance and Emergency Maintenance from time to time.

Where reasonably practicable, Dovetech will provide prior notice of Planned Maintenance likely to have a material impact on a Covered Service.

3.3 Incident reporting

Customers may report incidents to Dovetech via support@dovetech.com or such other support channel as Dovetech designates in the applicable Ordering Document.

3.4 Severity levels and target response times

Dovetech classifies support incidents as follows:

Critical
A complete production outage of a Covered Service, or a material processing / synchronisation failure causing severe business impact, with no reasonable workaround available.
Initial Response Target: 4 Business Hours
Target Restore / Workaround: 1 Business Day

High
Major functionality is unavailable or materially degraded, or a processing / synchronisation issue is causing significant operational disruption, but a workaround may exist.
Initial Response Target: 8 Business Hours
Target Restore / Workaround: 2 Business Days

Medium
Partial disruption, degraded performance, non-critical errors, or intermittent issues that do not prevent core use of the Covered Service.
Initial Response Target: 1 Business Day
Target Resolution: within 5 Business Days, where reasonably practicable

Low
Minor issues, cosmetic defects, documentation questions, or general support enquiries with little or no material service impact.
Initial Response Target: 1 Business Day
Target Resolution: in the ordinary course of business or a future planned release

3.5 Updates

For Critical and High incidents, Dovetech will use reasonable efforts to provide progress updates until service is restored or a workaround is in place.

4. Monitoring and Reporting

4.1 Monitoring

Dovetech may use commercially reasonable monitoring and operational tooling to supervise the health and performance of Covered Services.

4.2 Reporting

Dovetech may review service performance periodically and may provide performance or incident information on request, subject to confidentiality, security, and operational constraints.

4.3 Disputes

If the Customer disputes any reported performance data, the Customer must notify Dovetech in writing within ten (10) Business Days of receiving that data, together with reasonable supporting detail.

5. Customer Responsibilities

5.1 Customer systems

The Customer is responsible for maintaining its own systems, network connectivity, devices, user environments, and Third-Party Dependencies under the Customer's control.

5.2 Accounts, credentials, and permissions

The Customer is responsible for maintaining valid accounts, access permissions, API credentials, subscriptions, and configurations required for Dovetech to provide the Covered Service.

5.3 Accurate data and configuration

The Customer must provide accurate source data, mappings, settings, and configuration inputs required for the Covered Service.

5.4 Prompt reporting

The Customer must promptly report incidents, outages, and material service issues. For service credit purposes, outage time is measured from when Dovetech becomes aware of the issue, whether through its own monitoring or the Customer's report.

5.5 Appropriate use

The Customer must not use a Covered Service in a way that compromises security, integrity, legality, or availability.

6. Suspension

Dovetech may suspend access to a Covered Service, in whole or in part, where reasonably necessary to:

• protect the security, integrity, or availability of the Covered Service;
• prevent unlawful activity or policy violations;
• respond to a vulnerability, incident, or misuse event; or
• comply with law, regulation, court order, or platform requirements.

Where practicable, Dovetech will provide prior notice of suspension. In urgent cases, notice may be given after suspension.

7. Exclusions

The following do not count as Unplanned Outages and are excluded from Service Availability calculations and related remedies:

• Planned Maintenance and Emergency Maintenance;
• outages or degradation caused by Third-Party Dependencies;
• internet, telecommunications, DNS, CDN, hosting, cloud, or infrastructure failures outside Dovetech's direct control;
• issues caused by Customer systems, Customer code, Customer integrations, or Customer configuration;
• misuse, unauthorised access, unsupported modifications, or breach of the Agreement by the Customer;
• suspension under Section 6;
• force majeure events; and
• beta, alpha, preview, evaluation, proof-of-concept, no-charge, or trial services unless expressly stated otherwise.

8. Service Credits and Remedies

8.1 Direct-Billed Services

Unless a service schedule states otherwise, the service credits in this Section 8 apply only to Direct-Billed Services.

8.2 Credit claim process

To claim a service credit, the Customer must submit a written request to Dovetech within thirty (30) days after the end of the affected calendar month, including reasonable details of the claimed outage.

8.3 Credit table

If Dovetech fails to meet the applicable Availability Goal for a Direct-Billed Service in a given month, the Customer may be eligible for the following service credits against the monthly recurring fee (or monthly equivalent of an annual recurring fee) for the affected Direct-Billed Service:

• Availability < 99.0%: 2.5% credit
• Availability < 98.0%: 5.0% credit
• Availability < 97.0%: 7.5% credit
• Availability < 96.0%: 10.0% credit
• Availability < 95.0%: 20.0% credit
• Availability < 94.0%: 30.0% credit

8.4 Credit limits

Service credits:

• apply only to the recurring fee for the affected Direct-Billed Service;
• do not apply to taxes, third-party charges, pass-through fees, one-time fees, implementation fees, or professional services; and
• are capped at 30% of the monthly recurring fee for the affected month.

8.5 Platform-Billed App Services

Unless a service schedule or app listing expressly states otherwise, automatic service credits do not apply to Platform-Billed App Services.

If Dovetech elects to provide any refund, application credit, or billing adjustment for a Platform-Billed App Service, that adjustment will be processed only through the original payment processor or the applicable platform billing mechanism, and remains subject to the relevant platform's rules, timing limits, and technical limitations.

8.6 Exclusive monetary remedy

The service credits in this Section 8 are the Customer's sole and exclusive monetary remedy for any failure by Dovetech to meet an applicable Availability Goal, except where otherwise required by law.

9. Current Service Categories

Schedule A - Direct-Billed Hosted Services

Unless otherwise stated in the applicable Ordering Document:

• Availability Goal: 99.0% per calendar month
• Support: Section 3 applies
• Service credits: Section 8.1 to 8.4 apply

Schedule B - Platform-Billed App Services

Unless otherwise stated in the applicable app listing, plan page, or Ordering Document:

• Availability Goal: 99.0% per calendar month for Dovetech-controlled app functionality
• Availability excludes downtime or degradation caused by third-party platforms, marketplaces, source systems, destination systems, or other Third-Party Dependencies
• Support: Section 3 applies
• Monetary service credits: not automatic unless expressly stated
• Any refund or billing adjustment: processed only through the applicable platform's permitted billing mechanism