Service Level Agreement (SLA)

This Service Level Agreement ("SLA") forms part of the contractual relationship between Split Second Connect Limited ("SSC", "Servicer", "we", or "us"), a company registered in Cyprus under registration number HE464257, having its registered office at 192 Ledras Street, 3rd Floor, 1011, Nicosia, Cyprus, and the Client ("you", or "your"), as defined in the accompanying Terms of Service governing the Racapp Platform.

To the extent applicable, this SLA shall be read together and complemented by the Agreement found on the following link Terms of Service . In the event of any conflict between the terms of the Agreement and those of this SLA the terms of the present Agreement shall take precedence. All terms and definitions used in either shall have the same meaning throughout the SLA and the Agreement.

1. PURPOSE

The purpose of this SLA is to define the service levels, responsibilities, and obligations of SSC with respect to the availability, maintenance, and support of the Front-Desk Website Add-On, the Back Office Application, and its integration with the Racapp Platform (hereinafter the "Service").

2. SCOPE OF SERVICES

This SLA covers the following components:

  • Hosting, operation, and performance of the Service;
  • Maintenance, monitoring, and technical support services, related to the Service as further described herein.

3. SERVICE AVAILABILITY

SSC shall use commercially reasonable efforts to maintain the availability of the Service. The target monthly uptime is 99.5%, excluding the following:

  • Scheduled maintenance periods;
  • Emergency maintenance and updates;
  • Downtime due to force majeure events;
  • Interruptions caused by third-party hosting or network providers;
  • Service suspension due to non-payment or Client breach of the Terms of Service and/or any other obligation the Client may have towards SCC.

SSC shall employ continuous system monitoring and undertake prompt remedial action in the event of outages or Service degradation, to the extent reasonably possible.

4. MAINTENANCE

SSC will perform periodic maintenance activities to ensure optimal system performance. Maintenance may include software updates, hardware replacements, and infrastructure improvements.

  • Scheduled Maintenance: Clients will be notified at least 24 hours in advance of planned maintenance.
  • Emergency Maintenance: May be conducted without prior notice but will be communicated as soon as reasonably practicable.

During maintenance, temporary service interruptions may occur. SSC shall make reasonable efforts to minimize downtime and avoid business disruption.

5. SUPPORT SERVICES

SSC provides structured support for Clients with active subscriptions. Support includes technical assistance and resolution of service-impacting issues.

5.1 Support Channels

  • Email: [email protected] or [email protected]
  • Telephone support during Cyprus business hours. The phone numbers dedicated to telephone support shall be communicated by SCC to the Client at the beginning of their business relationship.

5.2 Support Hours

Support is available from Monday to Friday, 09:00 to 17:00 (Nicosia time), excluding weekends and public holidays in Cyprus.

5.3 Response Time Targets

  • Critical issues (system outage): Response within 4 hours
  • High-priority issues (major functionality impaired): Response within 8 business hours
  • Standard issues (minor impact or queries): Response within 1 business day

These response times are targets and do not constitute guarantees or service credits. SCC shall aim to meet these response time targets at all times. In the event that this is not possible, the Client accepts that this will not constitute a violation of their contractual relationship and they will not have any claim, nor will they be entitled to any legal or other remedy, unless SCC has acted in a negligent manner.

5.4 On-Site Meetings

On-site meetings or consultations may be scheduled by mutual agreement, subject to SSC's availability. Travel and related expenses may be invoiced separately.

6. CLIENT RESPONSIBILITIES

The Client shall:

  1. Provide accurate, complete, and up-to-date contact, billing, and account information necessary for the provision of the Service and for effective communication with SSC;
  2. Ensure that all systems, devices, software, and networks used to access or interface with the Service are properly configured, maintained, and secured, including the implementation of appropriate access controls and cybersecurity measures;
  3. Cooperate fully and in good faith with SSC personnel in the investigation, diagnosis, and resolution of any incidents, service disruptions, or security-related matters affecting the Service;
  4. Refrain from any action or omission, whether intentional or negligent, that may compromise the availability, integrity, performance, or security of the Service, the Platform, or SSC's systems and infrastructure;
  5. Promptly notify SSC upon becoming aware of any actual or suspected unauthorized access, security breach, system vulnerability, or third-party activity that may adversely affect the Service, the Platform, or any related data;
  6. Use the Service strictly in accordance with the Terms of Service, this SLA, all Applicable Laws, and any reasonable instructions or guidelines communicated by SSC;
  7. Make all payments due to SSC in a timely manner and, in any event, no later than thirty (30) days from the date on which the relevant invoice is issued and communicated to the Client.

The Client acknowledges and agrees that it shall be solely responsible for any loss, damage, cost, or liability suffered by SSC arising from or in connection with the Client's breach of this Clause 6, including any failure to comply with its obligations hereunder, to the fullest extent permitted by Applicable Law.

7. SECURITY AND DATA PROTECTION

SSC implements industry-standard technical and organizational measures to safeguard Client Data and maintain system security. All data processing is performed in compliance with Cyprus law and the EU General Data Protection Regulation (GDPR). You can find out more about the way personal data are being processed by SCC through its Privacy Policy and the Data Processing Agreement which are available at Privacy Policy and DPA .

Backups of Client Data are performed daily using geo-redundant storage. In case of critical data loss or corruption, SSC shall restore data from the most recent backup within a reasonable timeframe.

8. SERVICE SUSPENSION AND TERMINATION

SSC reserves the right to suspend or disable the Service if:

  • Maintenance or technical intervention is required to prevent system harm;
  • The Client fails to make timely payments or violates any other term of the present and/or the Terms of Service;
  • In the event the Service becomes temporarily and/or permanently unavailable due to internet and/or electricity shortages, and/or war, strikes, natural disasters and/or any other act of God;
  • SSC identifies misuse, security risks, or legal non-compliance.

In such cases, SSC will make reasonable efforts to notify the Client of the cause and expected resolution timeframe if such resolution is expected and/or desirable and/or possible for SCC. Restoration of Service shall occur promptly after resolution of the issue. The Client agrees that none of the above events of suspension and/or termination shall give rise to any claim against SCC unless these resulted from SCC's negligence.

9. LIMITATION OF LIABILITY

The Service is provided on a "best-effort" basis. SSC shall not be liable for indirect, incidental, or consequential damages, including loss of profits, business interruption, or data loss, arising from use or unavailability of the Service.

SSC's aggregate liability under this SLA shall not exceed the total fees paid by the Client in the preceding twelve (12) months.

10. TERM AND AMENDMENT

This SLA shall remain in effect for as long as the Client maintains an active subscription to the Service. SSC reserves the right to amend the SLA from time to time, with notice provided via email or publication within the Platform. Continued use of the Service after such notice shall constitute acceptance of the revised SLA.

11. GOVERNING LAW AND JURISDICTION

This SLA shall be governed by and construed in accordance with the laws of the Republic of Cyprus. Any dispute arising from or in connection with this SLA shall be subject to the exclusive jurisdiction of the courts of Nicosia, Cyprus, unless SSC indicates otherwise to the Client.

End of Service Level Agreement

Last updated: 04 Mar 2026