Movermate Service Level Agreement

Movermate commits to 99.9% monthly availability for the Movermate Services, with service credits if it falls short and defined support response times.

Effective date: 18 October 2026.

Parties. This Service Level Agreement ("SLA") forms part of the Customer Agreement between the Customer and the Movermate company providing its subscription:

• Sprout Tech Pty Ltd, trading as Movermate, Ground floor, 470 St Kilda Road, Melbourne VIC 3004, Australia, for Customers in Australia and New Zealand; and
• Movermate Inc., 2810 N Church St #88983, Wilmington, DE 19802, USA, for Customers in all other countries.

Who it covers. This SLA applies to every Customer with an active paid subscription, from the start of the subscription, at no extra cost. It does not apply to free trials, free plans or features labelled beta or preview.

Order of precedence. For service levels, support and service credits, this SLA prevails over the Terms of Sale and Terms of Use. The Data Processing Agreement prevails for anything about personal data, including security incidents. A signed agreement that expressly overrides this SLA prevails over it.

• "Covered Services" means the Movermate web application, the Movermate API, and the server-side services that the Movermate Field app uses to sync jobs and locations.
• "Downtime" means a period of at least 5 consecutive minutes in which the Covered Services are unavailable to all or substantially all of the Customer's users, or a core function (signing in, viewing or editing jobs, quotes and bookings, or Movermate Field sync) cannot be used. Downtime caused by an Exclusion in Section 3 does not count.
• "Monthly Uptime Percentage" means: (total minutes in the calendar month − Downtime minutes) ÷ total minutes in the calendar month × 100.
• "Monthly Fee" means the subscription fee the Customer paid for the affected calendar month, excluding taxes, one-off fees and third-party charges such as SMS usage.
• "Business Day" means Monday to Friday, excluding public holidays in the Customer's country. "Support Region" means the region that serves the Customer under Section 5, based on the country in its account: Asia-Pacific, Europe (including the UK, Middle East and Africa) or the Americas.

Measurement. Movermate measures availability with external monitoring that checks the Covered Services at least every minute from more than one location. Movermate's monitoring records are used to calculate Downtime. Availability is measured separately for each hosting region, so an outage in one region counts only for Customers hosted there. Calendar months are measured in Coordinated Universal Time (UTC). If the Customer has its own evidence of Downtime, such as screenshots or monitoring logs, Movermate will consider it in good faith when reviewing a claim.

Availability commitment. Movermate will make the Covered Services available with a Monthly Uptime Percentage of at least 99.9% in each calendar month. That allows about 43 minutes of Downtime in a 30-day month.

Exclusions. Downtime does not include unavailability caused by:

1. scheduled maintenance carried out under the rules below;
2. the Customer's or its users' own equipment, software, internet connection or mobile network;
3. the Customer's breach of the Customer Agreement, or a suspension made under it;
4. third-party services the Customer chooses to connect, such as accounting, payment, telephony or automation apps;
5. delays in delivery by mobile carriers or recipients' email providers after Movermate has passed an SMS or email to them;
6. events beyond Movermate's reasonable control, such as natural disasters or widespread internet outages, except where Movermate's own failure to follow reasonable industry practice (such as keeping backups and redundancy) caused or worsened the outage; or
7. features labelled beta or preview.

Outages at Movermate's own hosting and infrastructure providers, such as AWS, MongoDB Atlas or Cloudflare, are not excluded. Movermate is responsible for them under this SLA.

Scheduled maintenance. Movermate will:

• give at least 72 hours' notice of scheduled maintenance by email and on its status page;
• carry it out between 10:00 pm and 5:00 am in the time zone of the Customer's hosting region, where practical; and
• limit scheduled maintenance that causes unavailability to 4 hours in any calendar month. Unavailability beyond that counts as Downtime.

Emergency maintenance. Movermate may carry out urgent work without notice to fix a critical security vulnerability or prevent a serious outage. It will give as much notice as it can. Emergency maintenance counts as Downtime.

Service credits. If the Monthly Uptime Percentage falls below 99.9% in a calendar month, the Customer is entitled to a service credit of the following percentage of its Monthly Fee for that month:

Customers billed annually receive credits calculated on one-twelfth of the annual fee.

How to claim. Email support@movermate.io within 30 days after the end of the affected month, with the account name and the dates and times of the Downtime. Movermate will review the claim and reply within 10 Business Days. Approved credits are applied to the next invoice. If no further invoice is due, for example because the subscription has ended, Movermate will refund the credit.

Currency. Credits are calculated and applied in the currency of the Customer's invoice.

Disagreements about a claim. If the Customer disagrees with Movermate's decision on a claim, it can escalate under Section 5. Movermate will share the monitoring data it relied on. If the matter is still not resolved within 30 days, either party may use the dispute resolution process in the Customer Agreement.

Proactive credits. Where Movermate's own monitoring shows Downtime that clearly affected the Customer, Movermate will apply the credit without a claim.

Right to terminate for repeated failure. The Customer may terminate the affected Services by written notice, without any termination charge, and receive a refund of prepaid fees for the period after termination, if:

• the Monthly Uptime Percentage is below 99.0% in any 3 consecutive calendar months; or
• the Monthly Uptime Percentage is below 95.0% in any single calendar month.

The Customer must give notice within 60 days after the end of the month that triggers the right.

Other remedies. Service credits and the right to terminate are the Customer's financial remedies for Downtime under this SLA. They do not limit the Customer's remedies for any other breach of the Customer Agreement or the Data Processing Agreement, or any right or remedy that cannot be excluded by law, including under the Australian Consumer Law and the New Zealand Consumer Guarantees Act 1993.

Channels.

• Email: support@movermate.io, monitored 24 hours a day, 7 days a week for Priority 1 issues.
• Phone: Australia and New Zealand 1300 983 251; all other countries +1 320 684 6339, during Support Hours.
• In the application: the help and support options inside the Movermate web application.

Support Hours. Support is provided during business hours in the Customer's Support Region, and 24 hours a day, 7 days a week for Priority 1 issues in every region.

Support Hours exclude public holidays in the Customer's country. A Customer can ask for its Support Region to be changed if another region suits its working hours better.

Priority levels and response times.

Movermate sets the priority with the Customer when the request is logged, and will raise it if the impact turns out to be greater. The response time is the time to a first response from a support person (not an automated reply) who is working on the issue.

Resolution. Movermate will work continuously on P1 issues until they are resolved or a workaround is in place, and diligently on other issues in order of priority. Resolution times depend on the issue, so they are targets, not guarantees.

Escalation. If a response time is missed, or the Customer is not satisfied with progress, it can escalate by replying "Escalate" to the support thread or emailing support@movermate.io with "Escalation" in the subject.

Language. Support is provided in English. Customers in Quebec can receive this SLA in French.

Backups. Movermate backs up Customer data at least daily, keeps backups encrypted in the Customer's hosting region, and keeps each backup for 35 days, as set out in the Data Processing Agreement.

Recovery targets.

If a major incident causes data loss or a prolonged outage, Movermate aims to:

Movermate tests its restore process at least once a year.

Restoring a Customer's own deleted data. If the Customer accidentally deletes data, it can ask support to restore it from a backup within the 35-day backup period. Movermate will make reasonable efforts to do so; restores that need significant work may be charged at reasonable rates agreed in advance.

Incident communication. During a P1 incident, Movermate will post updates on its status page and email the Customer's administrators. Within 5 Business Days after a P1 incident is resolved, Movermate will give affected Customers, on request, a written summary of the cause, the impact and the steps taken to prevent it happening again.

Security incidents. Incidents involving personal data are also handled under the Data Processing Agreement, which requires Movermate to notify the Customer within 48 hours.

All Customers. When the Customer Agreement ends, the Customer can export its data from the Services, or ask Movermate for an export in a structured, commonly used and machine-readable format such as CSV or JSON, for 30 days. Movermate then deletes the data as set out in Section 12 of the Data Processing Agreement. Movermate does not charge for standard exports.

Help switching provider. On request, Movermate will give reasonable help to move the Customer's data to another provider or to the Customer's own systems, including documentation of the export formats.

Customers in the EU and EEA (EU Data Act). Where Regulation (EU) 2023/2854 applies, Movermate will also:

• accept a notice to switch provider or end the Services of no more than 2 months;
• keep the Services running during a transition period of up to 30 days after the notice period ends, extendable by the Customer where reasonable, so its data and digital assets can be moved without interruption. If 30 days is not technically feasible, Movermate will tell the Customer within 14 working days and propose a longer period of up to 7 months;
• make all exportable data available during the transition period and for at least 30 days afterwards;
• delete the Customer's data after that period, in line with the Data Processing Agreement; and
• not charge any switching or data export fee.

Customer responsibilities. To help Movermate meet these service levels, the Customer will:

• give enough detail when reporting an issue to allow it to be reproduced, such as the affected users, steps, screenshots and error messages;
• be reasonably available to help diagnose P1 and P2 issues; and
• keep its administrator contact details up to date, so maintenance and incident notices reach it.

If the Customer does not do these things, the related response time is paused until it does, but this does not affect the availability commitment or service credits.

Monthly reports. On request, Movermate will provide the Customer's Monthly Uptime Percentage for any of the previous 12 months.

Changes to this SLA. Movermate may update this SLA with at least 30 days' written notice. An update will not reduce the availability commitment, service credits or response times during the Customer's current paid subscription term without the Customer's agreement.

Statutory rights. Nothing in this SLA excludes, restricts or modifies any right or remedy the Customer has under law that cannot be excluded, including the Australian Consumer Law, the New Zealand Consumer Guarantees Act 1993, UK and EU consumer law, Canadian and Quebec consumer protection law, and US state law.

Governing law. This SLA is governed by the same law as the Customer Agreement.

Contact. Support: support@movermate.io. Australia and New Zealand phone: 1300 983 251. Movermate Inc.: 2810 N Church St #88983, Wilmington, DE 19802, USA. Sprout Tech Pty Ltd, trading as Movermate: Ground floor, 470 St Kilda Road, Melbourne VIC 3004, Australia.

Last updated: 18 October 2026