Pedestal POS — Service Level Agreement (SLA)

DRAFT — NOT LEGAL ADVICE.Working draft for review by legal counsel and operations. Uptime, support, and credit figures below should be confirmed against Pedestal's actual infrastructure capabilities before being offered contractually. Complete all [BRACKETED] fields.

1. Overview

This Service Level Agreement (“SLA”) describes the availability commitment, support, and remedies Pedestal provides for the Pedestal POS Service. It is incorporated into and governed by the master agreement between Pedestal and the customer (the “Customer” — which may be a Merchant, an enterprise account, or an authorized reseller/ISO and its merchants) (the “Agreement”). Capitalized terms not defined here have the meaning given in the Agreement. If there is a conflict, the Agreement controls unless it expressly defers to this SLA.

2. Definitions

• “Available” / “Availability” — the Service is accessible and able to perform its core functions: user authentication, processing point-of-sale transactions, and recording sales.
• “Downtime” — any period in which the Service is not Available, measured in minutes, excluding Excluded Downtime.
• “Monthly Uptime Percentage” — ((Total Minutes in Month − Downtime) ÷ Total Minutes in Month) × 100, excluding Excluded Downtime.
• “Scheduled Maintenance”— maintenance for which Pedestal provides at least [48] hours' advance notice, performed within a defined maintenance window.
• “Excluded Downtime” — see Section 5.
• “Offline Mode” — Pedestal POS includes local/offline transaction capability on supported stations. Periods during which a station continues to process transactions locally and later syncs are not counted as Downtime to the extent the station remains operational.

3. Availability Commitment

Pedestal will use commercially reasonable efforts to make the Service Available with a Monthly Uptime Percentage of at least 99.9%(“Availability Target”), excluding Excluded Downtime.

A 99.9% target permits approximately 43 minutes of unplanned Downtime per 30-day month. (Adjust this target only with infrastructure sign-off. 99.5% ≈ 3.6 hrs/month; 99.99% ≈ 4 min/month.)

4. Support

4.1 Support hours and channels

4.2 Severity levels and target response times

“Response” means acknowledgement and the start of diagnosis, not resolution. Pedestal will use commercially reasonable efforts to resolve issues based on severity but does not guarantee a specific resolution time.

5. Exclusions (Excluded Downtime)

The Availability Target and Downtime calculations exclude unavailability caused by:

1. Scheduled Maintenance and emergency maintenance reasonably required to protect security or integrity;
2. Factors outside Pedestal's reasonable control, including failures of the public internet, the Customer's local network, power, or internet service provider, and acts of God or other force majeure events;
3. Failure or unavailability of third-party servicesnot controlled by Pedestal, including payment processors and gateways (Stripe, NMI), payment terminals (Dejavoo), app stores, and the Customer's own hardware or peripherals;
4. The Customer's equipment, software, configurations, or breach of the Agreement or acceptable use;
5. Use of the Service in a manner inconsistent with documentation, or use of beta/preview features;
6. Suspension or termination of the Customer's account for cause (including non-payment) as permitted by the Agreement;
7. Periods during which stations operate in Offline Mode and remain functional.

6. Maintenance

Pedestal will perform Scheduled Maintenance during low-traffic windows where practicable and will provide at least [48] hours' notice for maintenance expected to cause material disruption. Pedestal may perform emergency maintenance with shorter or no notice when necessary to address security, stability, or integrity risks.

7. Service Credits

7.1 Remedy

If the Monthly Uptime Percentage falls below the Availability Target in a given calendar month, the Customer may request a Service Credit as set out below. Service Credits are the Customer's sole and exclusive remedy for any failure to meet the Availability Target.

7.2 Credit schedule

7.3 Claiming a credit

To receive a credit, the Customer must submit a request to [BILLING/SUPPORT EMAIL] within thirty (30) daysafter the end of the affected month, including dates, times, and a description of the Downtime. Pedestal will validate against its monitoring records (which are authoritative). Approved credits are applied to a future invoice; they are not refunds and have no cash value. Total credits in any month will not exceed [the fees paid for that month for the affected Service]. Credits are unavailable while the Customer's account is in breach or past due.

8. Data Backup and Continuity

Pedestal maintains regular backups of production data and employs the multi-tenant isolation and security controls described in the Privacy Policy and the Agreement. Backup, retention, and disaster-recovery objectives (RPO/RTO) are: [RPO: e.g., 24 hours] / [RTO: e.g., 8 hours]. (Confirm against actual backup configuration.) This SLA does not relieve the Customer of responsibility for maintaining its own records as required by law.

9. Changes to this SLA

Pedestal may update this SLA from time to time with notice as provided in the Agreement. Material adverse changes will not take effect during a Customer's then-current subscription term without the Customer's consent, except as required by law.

10. Contact

This SLA is a draft template. Confirm all availability, support, credit, and recovery figures with engineering/operations and legal counsel before offering it to customers.