# Rebilly Service Level Agreement

This Service Level Agreement (“SLA”) describes Rebilly’s service availability commitments and incident communication practices for the Rebilly platform, APIs, and hosted services (“Services”). This SLA forms part of the Rebilly Subscription Agreement.

Capitalized terms not defined in this SLA have the meanings given in the Subscription Agreement.

## 1. Scope

This SLA applies to the production Rebilly Services provided under an active Subscription Agreement and Order Form. Sandbox, test, preview, beta, or pre-release services are excluded unless expressly stated otherwise.

## 2. Service availability

### 2.1 Availability commitment

Rebilly targets a monthly service availability commitment as specified in the applicable Order Form. Unless otherwise specified in the Order Form, the default availability commitment is:

**99.9% uptime per calendar month**

For premium or enterprise plans, the Order Form may specify a higher availability commitment of:

**99.99% uptime per calendar month**

The specific availability commitment applicable to Customer's Services is set forth in the Order Form. If no availability commitment is specified in the Order Form, the default commitment of 99.9% applies.

### 2.2 Scope of measurement

Availability is measured across Rebilly's core platform services, including:

- APIs
- Admin UI
- Hosted Payment Pages
- Rebilly-hosted operational components


### 2.3 Exclusions

Availability excludes:

- Scheduled maintenance windows
- Force majeure events
- Customer-caused outages
- Issues caused by Customer systems, networks, credentials, or integrations
- Third-party providers outside Rebilly's reasonable control


## 3. Scheduled maintenance

Rebilly may perform scheduled maintenance to ensure security, reliability, and performance of the Services.

Where practicable:

- Maintenance will be performed outside peak business hours.
- Rebilly will provide advance notice via status page or email.
- Emergency maintenance may occur without advance notice when required for security or operational stability.


## 4. Incident classification

Rebilly classifies service incidents as follows:

| Severity | Description |
|  --- | --- |
| Critical | Complete outage or severe degradation affecting a majority of customers |
| High | Significant impact to core functionality for a subset of customers |
| Medium | Partial functionality impairment with workaround available |
| Low | Minor issues with limited operational impact |


## 5. Incident response and communication

Rebilly operates continuous monitoring of the Services.

Upon confirmation of a Critical or High severity incident, Rebilly will:

- Acknowledge the incident promptly.
- Investigate and work to restore service.
- Provide updates through Rebilly’s status page or direct communication where appropriate.


Rebilly will provide reasonable transparency into:

- Incident status
- Impact scope
- Estimated progress
- Resolution confirmation


## 6. Post-incident review

For significant incidents, Rebilly may prepare a post-incident summary describing:

- Root cause (to a reasonable level of detail)
- Remediation actions
- Preventive measures


Such summaries are provided for transparency and continuous improvement and do not constitute admissions of fault.

## 7. Support channels

Customers may report incidents through:

- Rebilly support channels specified in the Order Form
- Rebilly status page (if applicable)
- Designated support email or ticketing system


Response times depend on severity classification and Customer’s support plan.

## 8. Relationship to Subscription Agreement

This SLA does not modify or limit any disclaimer, limitation of liability, or other provisions of the Subscription Agreement.

Availability targets are operational objectives and do not constitute warranties.

## 9. Updates

Rebilly may update this SLA from time to time by publishing an updated version. Updates will not materially reduce Customer’s rights during an active Subscription Term.

*Last updated: 2026-01-21*