Service Level Agreement

This Service Level Agreement ("SLA") is entered into by Pingtree LLC ("Pingtree," "Provider," "we," or "us") and the client organization identified in the applicable Master Services Agreement, order form, statement of work, or other written service agreement ("Client" or "you").

This SLA applies to Pingtree's business-to-business lead generation and distribution software-as-a-service platform, including API-based lead intake, lead validation, matching, routing, distribution, reporting, and related account support services (the "Service").

This SLA is incorporated by reference into the applicable Master Services Agreement or other written agreement between Pingtree and Client. If this SLA conflicts with a signed agreement between the parties, the signed agreement controls unless it expressly states that this SLA controls.

Client accepts this SLA by executing the applicable Master Services Agreement, order form, or other service agreement, or by continuing to use the Service after this SLA is made available.

Pingtree will use commercially reasonable efforts to make the core production Service available at least 99.5% during each calendar month (the "Availability Commitment"). This target permits approximately 3.6 hours of unexcluded downtime in a 30-day month.

Availability is calculated as: ((total minutes in the calendar month minus Downtime) divided by total minutes in the calendar month) multiplied by 100.

"Downtime" means the total number of minutes during a calendar month when the core production Service is unavailable for API lead intake or lead distribution due to a failure within systems controlled by Pingtree, excluding the events listed in Section 3.

Pingtree measures availability using AWS CloudWatch continuous monitoring, Application Load Balancer health checks, platform logs, and other operational telemetry reasonably selected by Pingtree. Pingtree will retain uptime and performance measurement data for 12 months.

Pingtree's standard scheduled maintenance window is Wednesday from 12:00 AM to 3:00 AM Eastern Time. Pingtree will provide at least 48 hours' advance notice for scheduled maintenance when maintenance is expected to affect Service availability.

Scheduled maintenance performed within the noticed maintenance window is excluded from Downtime. Any maintenance outside the noticed window, or any overrun beyond the noticed window, will count as Downtime unless another exclusion in this SLA applies.

Pingtree will use commercially reasonable efforts to meet the following performance targets for production traffic under normal operating conditions, subject to the exclusions in Section 3 and any throughput limits, campaign configuration, or data quality constraints in the applicable agreement.

API response time is measured at the Pingtree application boundary and excludes internet transit time, Client-side processing, Client network latency, and response time from external systems not controlled by Pingtree, including buyer endpoints, verification providers, enrichment providers, Client systems, and other third-party integrations.

For workflows that call external systems synchronously, total request duration depends on the applicable external system response time, Client-configured endpoint timeout, routing sequence, retry behavior, and external system availability. Pingtree may return a response when the external system responds, when the configured timeout is reached, or when the configured workflow completes. Those external-system-dependent durations are not included in the API response time target.

Pingtree provides standard support Monday through Friday, 9:00 AM to 6:00 PM Eastern Time, excluding United States federal holidays and Pingtree-observed company holidays. After-hours support is limited to Critical incidents, including complete Service outages and confirmed or reasonably suspected data security incidents.

Support requests must be submitted by email to support@pingtree.com. Pingtree may provide additional client-specific support or escalation contacts in a private agreement, onboarding materials, or account management communications.

"Initial Response" means the time from Pingtree's receipt of Client's issue submission through an approved support channel to Pingtree's initial acknowledgment and assignment. "Resolution Target" means the target time to resolve the issue or provide a commercially reasonable workaround, subject to issue complexity, Client cooperation, third-party dependencies, and the exclusions in this SLA.

Pingtree maintains administrative, technical, and organizational safeguards designed to protect the confidentiality, integrity, and availability of Client data and lead data processed through the Service. These measures are designed to support applicable privacy and data security obligations, including the California Consumer Privacy Act, as amended, and the FTC Safeguards Rule where applicable to the Service or Client use case.

Pingtree's security controls include AWS KMS encryption using AES-256 for sensitive data at rest, TLS 1.2 or higher for data in transit, JumpCloud identity management with multi-factor authentication enforcement, AWS WAF security protections, AWS Config and CloudWatch monitoring, regular security assessments, and infrastructure review with AWS and MongoDB consultants as appropriate.

Security incident detection is supported by continuous monitoring through AWS Config, AWS CloudWatch, AWS WAF, application logging, infrastructure alerts, and related operational telemetry.

Pingtree operates the Service using a cloud-based architecture designed for scalable lead intake, validation, matching, and distribution. The current production architecture includes AWS ECS for containerized application orchestration, AWS Application Load Balancer with health checks, MongoDB Atlas for database services and high-volume record processing, Multi-AZ deployments for high availability, AWS WAF for security protection, and AWS CloudWatch for monitoring and alerting.

The Service supports real-time lead processing through API workflows, credit verification integrations including VZEW and Array where configured, automated lead matching and distribution, and high-volume lookup capabilities. Elasticsearch-backed high-volume lead lookup functionality may be used where available or implemented as part of platform evolution.

Pingtree may modify, replace, or improve infrastructure components over time, provided such changes do not materially reduce the service commitments in this SLA.

Pingtree maintains disaster recovery procedures designed to restore critical Service functionality after a qualifying disruption. Recovery commitments are targets, not guarantees, and depend on the nature of the event, third-party provider availability, data integrity requirements, and applicable security obligations.

Client is responsible for maintaining its own systems, credentials, campaign configurations, data sources, lawful basis for processing, consent records, endpoint availability, data quality, and compliance with laws applicable to its lead generation campaigns and use of the Service.

Client must promptly report suspected incidents, provide reasonable cooperation, preserve relevant logs and identifiers, and implement reasonable instructions or workarounds provided by Pingtree.

Pingtree will use commercially reasonable efforts to meet the SLA targets described in this document. Pingtree does not guarantee continuous, uninterrupted, or error-free service, and no SLA target creates a warranty except to the extent expressly stated in a signed agreement.

Pingtree is not liable for failures, delays, data inaccuracies, or security events caused by circumstances outside Pingtree's reasonable control, including third-party provider failures involving AWS, MongoDB Atlas, VZEW, Array, internet service providers, telecommunications providers, Client vendors, or other external systems.

All liability limitations, disclaimers, exclusions, and remedies in the Master Services Agreement apply to this SLA and the Service.

This SLA applies for the term stated in the applicable agreement. Unless otherwise stated in a signed agreement, the SLA term is ongoing and may be terminated in accordance with the applicable agreement, including any 30-day termination notice provision.

Pingtree may modify this SLA by providing at least 30 days' written notice. Changes will not retroactively reduce service commitments for a prior measurement period.

Enterprise clients may negotiate custom service commitments, support terms, security obligations, or remedies through a signed addendum. Any custom SLA must be in writing and signed by authorized representatives of both parties.

Questions or support requests regarding this SLA or the Service should be sent to support@pingtree.com. Support hours are Monday through Friday, 9:00 AM to 6:00 PM Eastern Time, excluding holidays.