SERVICE LEVEL AGREEMENT

Last updated: July 4, 2026

This Service Level Agreement is incorporated into and governed by the Lasso Terms of Service. Capitalized terms not defined here have the meanings given in the Terms of Service.

1. Definitions

“Uptime” means Merchant’s ability to access and use the Lasso-controlled checkout platform to process transactions, excluding Permitted Downtime.

“Permitted Downtime” means downtime, unavailability, degraded performance, delay, or service impairment resulting from:

• scheduled maintenance with prior notice;

• emergency maintenance to address security, legal, fraud, abuse, payment, provider, or critical technical issues;

• force majeure events;

• outages or degraded performance caused by third-party providers, payment networks, payment processors, gateways, acquirers, commerce platforms, identity resolution providers, offer network partners, cloud providers, DNS providers, CDNs, internet carriers, or other providers outside Lasso’s reasonable control;

• outages, delays, degraded performance, API errors, inaccurate matches, offer unavailability, offer selection failures, attribution failures, or other issues caused by identity resolution providers, offer network partners, payment providers, commerce platforms, or other third-party integrations outside Lasso’s reasonable control;

• Merchant acts, omissions, misuse, implementation errors, code, systems, websites, consent management tools, tag managers, privacy controls, credentials, APIs, settings, or configurations;

• suspension or restriction permitted under the Terms of Service or AUP;

• beta, pilot, experimental, or pre-release features.

2. Service Availability and Uptime Commitment

Lasso will use commercially reasonable efforts to make the Lasso-controlled platform available with 99.9% Uptime per calendar month.

Uptime is measured by Lasso’s internal monitoring systems.

3. Service Credits

If Uptime falls below the commitment in Section 2, Merchant may request a Service Credit as Merchant’s sole and exclusive remedy. Service Credits apply only to the Lasso-controlled platform fees for the affected Service during the affected month.

Service Credits are capped at 25% of affected monthly platform fees. Service Credits have no cash value, may not be transferred, may not be applied to third-party fees, usage fees, transaction fees, revenue share, pass-through fees, implementation fees, taxes, or overages, and expire if Merchant does not use the Services for the following billing period.

Merchant must request a Service Credit within 10 days after the end of the affected month and provide reasonable supporting detail. Merchant is ineligible for Service Credits if Merchant is past due, suspended, terminated, or in breach of the Terms.

4. Support and Response Times

Lasso provides support during Business Hours. Merchants may contact support through the dashboard or at admin@lassocart.com.

Target initial response times:

Response times are targets, not guaranteed resolution times.

5. Exclusions and Limitations

The Uptime commitment does not apply to Permitted Downtime.

Service Credits are Merchant’s sole and exclusive remedy for failure to meet the Uptime commitment.

Service Credits are capped as described in Section 3. No cash refunds are provided.

SLA remedies do not apply to accounts that are past due, suspended, terminated, or otherwise in breach of the Terms of Service.

6. Security and Compliance

Lasso will maintain administrative, technical, and organizational measures designed to protect the confidentiality, integrity, and availability of Merchant and Customer data.

Lasso will notify Merchant of any confirmed Personal Data Breach affecting Customer Personal Data as described in the Terms of Service.

7. Maintenance Windows

Lasso may perform scheduled maintenance that may affect availability. Lasso will provide at least 48 hours’ prior notice for scheduled maintenance where practicable.

Emergency maintenance may be performed at any time where required to address security vulnerabilities, critical bugs, legal obligations, fraud, abuse, provider requirements, or service stability. Lasso will provide notice as practicable.

8. Escalation Paths

Merchants may escalate unresolved issues through the following path:

1. Submit a support ticket through the dashboard or email.

2. Escalation to Lasso Support Lead.

3. Escalation to Technical Operations Manager.

4. Escalation to Lasso Executive Contact.

Lasso will use commercially reasonable efforts to keep Merchant informed during ongoing incidents.

9. Third-Party Performance Exclusion

This SLA does not apply to third-party services or outputs, including payment authorization, payment routing, settlement, chargebacks, provider uptime, identity match rates, identity accuracy, enrichment quality, offer fill rates, offer relevance, offer content, attribution, reporting, conversion rates, revenue, merchant implementation, consent banner operation, tag manager operation, privacy control operation, or Merchant-controlled systems.

10. Limitations of SLA

This SLA applies only to Lasso-controlled platform availability.

This SLA does not guarantee uninterrupted service. Nothing in this SLA expands Lasso’s liability beyond the limitations stated in the Terms of Service.

11. Amendments

Lasso may update this SLA from time to time. Material changes will be communicated through the Merchant dashboard, by email, or by posting on Lasso’s site.

Continued use of the Services after the effective date constitutes acceptance of the updated SLA.