Service Level Agreement

Last Updated: October 7, 2026

This Service Level Agreement (“SLA”) sets out Floatist’s commitments to Customers for service availability, support response, and the credits that apply if we miss them. It forms part of the Terms of Service and applies to all paying Customers on the production Floatist platform.

1. Service Availability

Floatist commits to a monthly uptime of 99.9% for the Floatist platform.

“Uptime” means minutes in the calendar month during which the Floatist application is reachable and the booking, check-in, and check-out flows function as intended.

Uptime is calculated as:

Uptime % = (Total minutes in month − Downtime minutes) ÷ Total minutes in month

2. Scheduled Maintenance

Floatist may schedule maintenance that temporarily takes the platform offline. Scheduled maintenance is not counted as downtime provided it:

• Is announced to Customers by email at least 48 hours in advance
• Does not exceed 4 hours in any calendar month
• Does not fall on Friday, Saturday, or Sunday during the active charter season (May 1 – October 31)

3. Service Credits

If monthly uptime falls below 99.9%, the Customer is entitled to a service credit calculated as a percentage of the monthly portion of the annual subscription fee (annual fee ÷ 12):

Monthly uptime	Service credit
99.0% – 99.9%	10% of the monthly portion of the annual fee
95.0% – 99.0%	25% of the monthly portion of the annual fee
Below 95.0%	50% of the monthly portion of the annual fee

Service credits are applied to the Customer’s next annual renewal invoice and are the Customer’s sole and exclusive remedy for availability failures. The total credit for any single month is capped at 100% of the monthly portion of the annual fee for that month.

4. Support Response Times

Floatist commits to the following first-response times by severity:

Severity	First response
P1: Critical	2 hours
P2: Major	1 business day
P3: Minor	3 business days

Business hours are Monday to Friday, 09:00 to 18:00 Europe/Amsterdam. P1 incidents during the active charter season (May 1 – October 31) are covered 24/7, including weekends and public holidays.

Response time is the time from Floatist’s acknowledgement of a reported issue, not the time to full resolution.

5. Severity Definitions

• P1: Critical. The Floatist platform is unreachable, the booking or check-in/check-out flow is non-functional, data loss has occurred, or a security incident is suspected. No workaround available.
• P2: Major. A significant feature is broken or seriously degraded (e.g. unable to generate a crew list, maintenance tasks not saving). A workaround may exist but is impractical.
• P3: Minor. Isolated issue, cosmetic bug, question, or feature request. Standard operations are not materially affected.

6. Exclusions

The following are excluded from the availability calculation and do not entitle the Customer to service credits:

• Scheduled maintenance performed in accordance with Section 2
• Downtime caused by force majeure, as defined in the Terms of Service
• Issues caused by Customer configuration, Customer misuse of the platform, or Customer-side integrations
• Beta, preview, or trial features
• Customer-side connectivity issues (local internet, VPN, firewall)

7. Claim Process

To claim a service credit, the Customer must notify Floatist in writing at support@floatist.com within 30 days of the end of the affected calendar month. The claim must include the dates and times of the affected downtime. Approved credits are applied to the next invoice.

8. Monitoring

Floatist monitors platform availability internally. In the event of a material incident, we notify affected Customers by email.

9. Changes to this SLA

Material changes to this SLA will be communicated to Customers by email at least 30 days before taking effect. The most current version is always published at floatist.com/sla.

10. Contact

Questions? Email support@floatist.com.