Service Level Agreement — Launchr

Effective: 27 May 2026 · Last updated: 4 July 2026 · ABN 46 696 518 206 · Launchr Pty Ltd

1. AGREEMENT OVERVIEW

This Service Level Agreement ("SLA") is incorporated into the Terms of Service for Launchr platform. It defines the service commitments, support levels, and remedies available to customers.

1A. AN AGENT-DRIVEN COMPANY

Launchr is an Agent-driven company. Our Agents — artificial intelligence (AI) systems — perform much of the work of operating, monitoring, and supporting the Platform, with human verification layered over Agent output. AI systems can make mistakes; we take all reasonable steps to catch errors before they reach you. Remedies under this SLA operate subject to the liability provisions in sections 10 and 11 of the Terms of Service and do not exclude your rights under the Australian Consumer Law (see section 12.3 below).

2. DEFINITIONS

3. SERVICE COMMITMENTS

3.1 Uptime Commitment

We commit to a Monthly Uptime Percentage of 99.5% for the Platform.

3.2 Uptime Calculation

Monthly Uptime Percentage = [(Total Minutes in Month - Unplanned Downtime Minutes) / Total Minutes in Month] × 100

3.3 Exclusions

The following are excluded from uptime calculations:

4. SUPPORT COMMITMENTS

4.1 Support Channels

4.2 Support Response Times

| Support Level | Initial Response Time | Resolution Target | Availability | |---------------|----------------------|-------------------|--------------| | Standard Support (Ignition Plan) | Within 24 business hours | Based on severity | Business Hours | | Priority Support (Orbit Plan) | Within 4 business hours | Based on severity | Business Hours | | Dedicated Support (Mission Control Plan) | Within 1 business hour | Based on severity | 24/7 for critical issues |

4.3 Issue Severity Levels

| Level | Description | Examples | Response Target | |-------|-------------|----------|----------------| | Critical | Platform completely unavailable | Cannot login, core features broken | Immediate | | High | Major feature impairment | Key workflows failing, data corruption | 4 business hours | | Medium | Minor feature issues | UI bugs, non-critical errors | 24 business hours | | Low | General questions, enhancements | How-to questions, feature requests | 48 business hours |

5. SCHEDULED MAINTENANCE

5.1 Maintenance Windows

5.2 Notification

We will provide notification of Scheduled Maintenance:

5.3 Maintenance Duration

We aim to complete maintenance within the announced window. Extended maintenance will be communicated promptly.

6. SERVICE CREDITS

6.1 Credit Eligibility

Service Credits are available if the Monthly Uptime Percentage falls below 99.5%.

6.2 Credit Schedule

| Monthly Uptime Percentage | Service Credit | |---------------------------|----------------| | 99.0% - 99.49% | 10% of monthly fee | | 95.0% - 98.99% | 25% of monthly fee | | 90.0% - 94.99% | 50% of monthly fee | | Below 90.0% | 100% of monthly fee |

6.3 Credit Calculation Example

For a US$179/month Orbit Plan with 98.0% uptime:

6.4 Credit Request Process

  1. Submit credit request to billing@launchr.bot within 30 days of month-end
  2. Include the month affected and a brief description of the issue experienced
  3. You are not required to provide independent technical evidence — we will verify the claim against our own monitoring records
  4. We will respond within 30 days confirming whether a credit applies and the amount

6.5 Credit Limitations

7. PERFORMANCE METRICS

7.1 Key Performance Indicators

We monitor and report on:

7.2 Performance Reporting

8. DATA BACKUP AND RECOVERY

8.1 Backup Schedule

8.2 Recovery Objectives

8.3 Disaster Recovery

We maintain a disaster recovery plan with:

9. SECURITY COMMITMENTS

9.1 Security Measures

9.2 Compliance

10. THIRD-PARTY DEPENDENCIES

10.1 Key Dependencies

Our Platform depends on:

10.2 Dependency Monitoring

We monitor third-party service status and will:

11. SLA REVIEW AND UPDATES

11.1 Regular Review

We review this SLA quarterly and may update it to reflect:

11.2 Update Process

Material changes to this SLA will be:

12. LIMITATIONS AND EXCLUSIONS

12.1 General Exclusions

This SLA does not cover:

12.2 Sole Remedy

To the maximum extent permitted by law, Service Credits are your sole and exclusive remedy under this SLA for our failure to meet service commitments.

12.3 Australian Consumer Law

This SLA is subject to your rights under the Australian Consumer Law, which cannot be excluded. Nothing in this SLA limits any remedy you have under the Australian Consumer Law or any other law that cannot lawfully be excluded, restricted, or modified.

13. CONTACT INFORMATION

For SLA Inquiries: sla@launchr.bot
For Support: support@launchr.bot
For Billing: billing@launchr.bot

Launchr Pty Ltd
81-83 Campbell St, Surry Hills NSW 2010
ABN: 46 696 518 206
Website: launchr.bot

Schedule A: Support Hours by Plan

| Plan | Support Hours | Contact Methods | Response Time | |------|---------------|-----------------|---------------| | Ignition | Business Hours | Email, In-App | 24 business hours | | Orbit | Business Hours | Email, In-App, Phone | 4 business hours | | Mission Control | 24/7 for critical issues | Email, In-App, Phone, Dedicated Slack | 1 business hour |

Schedule B: Maintenance Schedule

| Maintenance Type | Frequency | Typical Duration | Notification | |-----------------|-----------|------------------|--------------| | Regular | Weekly | 2 hours | 48 hours | | Security Updates | As needed | 1 hour | 24 hours | | Feature Updates | Monthly | 4 hours | 1 week | | Emergency | As needed | Variable | Maximum possible |

Schedule C: Performance Targets

| Metric | Target | Measurement Method | |--------|--------|-------------------| | Platform Uptime | 99.5% | Monthly calculation | | API Response Time | < 200ms (95th percentile) | Real-time monitoring | | Page Load Time | < 2 seconds (95th percentile) | Real-user monitoring | | Database Query Time | < 50ms (average) | Database monitoring | | Support Response Time | Per plan commitments | Ticketing system |