1. Purpose

This Service Level Agreement ("SLA") establishes the general service commitments, availability objectives and support levels applicable to the Services provided by Bike Booking Engine, S.L. ("Bike Booking Engine", "BBE", "we", "us" or the "Company").

Its purpose is to define reasonable expectations regarding Platform availability, support channels, indicative response times and the respective responsibilities of the Parties throughout the provision of the Services.

This SLA forms an integral part of the Terms of Service and shall be interpreted together with the remaining contractual documentation governing the Services.

2. Scope

This SLA applies to the SaaS Services provided by Bike Booking Engine, including, where applicable:

• The primary Platform;
• The administration dashboard;
• The Booking Engine;
• Public APIs;
• Official integrations;
• Authentication services;
• Customer support services; and
• Any related Services included within the Customer's subscription.

Services provided exclusively by independent third parties are excluded unless expressly stated otherwise by Bike Booking Engine.

3. Definitions

For the purposes of this SLA:

Availability means the ability to access and use the Platform under normal operating conditions.

Incident means any unexpected behavior of the Platform reported by a Customer.

Initial Response Time means the elapsed time between the receipt of an Incident and the first response issued by Bike Booking Engine.

Scheduled Maintenance means any planned maintenance, upgrade, repair or security operation carried out on the Platform.

4. Availability Objective

Bike Booking Engine will use commercially reasonable efforts to maintain a high level of Platform availability throughout the term of the Services.

Availability constitutes an operational objective and shall not be interpreted as a guarantee of uninterrupted service.

Unless otherwise communicated, the annual Availability Target is 99.5%, excluding the circumstances described in this SLA.

5. Availability Exclusions

The following events shall not be considered Service unavailability for the purposes of this SLA, including but not limited to:

• Scheduled Maintenance;
• Emergency Maintenance;
• Failures caused by third parties;
• Internet service provider outages;
• Cloud infrastructure interruptions;
• Outages affecting Stripe or other payment providers;
• Customer browser, device or network issues;
• Incidents resulting from use of the Services in breach of the Terms of Service or the Acceptable Use Policy;
• Force majeure events.

6. Scheduled Maintenance

Bike Booking Engine may perform maintenance, upgrades, improvements or security operations whenever reasonably necessary.

Whenever reasonably practicable, such maintenance will be scheduled in a manner intended to minimize disruption to Customers.

Where appropriate, Bike Booking Engine may provide prior notice of Scheduled Maintenance.

7. Emergency Maintenance

Bike Booking Engine may perform emergency maintenance without prior notice whenever necessary to protect the security, integrity or stability of the Platform.

8. Support Channels

Customer support shall generally be provided through the support channels made available by Bike Booking Engine.

At present, the primary support channel is:

• Email.

Bike Booking Engine may introduce additional support channels in the future, including help centers, ticketing systems or live chat services, without requiring amendments to this SLA.

9. Support Hours

Unless expressly agreed otherwise in writing, support services are provided during Business Days.

Requests received outside normal business hours may be addressed on the following Business Day.

10. Supported Languages

Customer support may be provided in:

• Spanish; and
• English.

Bike Booking Engine may expand the range of supported languages as the Company evolves.

11. Scope of Support

Support services include, among other things:

• Technical Incident assistance;
• Guidance regarding Platform functionality;
• Assistance with existing features;
• Investigation of reproducible software defects.

12. Support Exclusions

Unless expressly included within the Customer's subscription or agreed separately, support does not include:

• Custom software development;
• Business consulting;
• Individualized training;
• Hardware configuration;
• Configuration of third-party software;
• Assistance relating to products not provided by Bike Booking Engine;
• Recovery of Customer-deleted data where technically impossible; or
• Assistance arising from use of the Platform contrary to the official documentation.

13. Priority 1 (Critical)

Incidents preventing the general operation of the Platform or affecting a significant number of Customers where no reasonable workaround exists.

14. Priority 2 (High)

Incidents affecting critical Platform functionality while allowing partial continuation of business operations.

15. Priority 3 (Medium)

Functional errors with limited operational impact or where a reasonable workaround is available.

16. Priority 4 (Low)

General enquiries, enhancement requests, cosmetic defects or Incidents with minimal operational impact.

17. Target Initial Response Times

Bike Booking Engine will use commercially reasonable efforts to respond to reported Incidents within the following target Initial Response Times:

These response times constitute service objectives only and shall not be interpreted as contractual guarantees that an Incident will be resolved within any specific period.

18. Incident Resolution

The time required to resolve an Incident depends on various factors, including:

• Technical complexity;
• Availability of relevant information;
• Customer cooperation;
• Involvement of third-party providers;
• The need to develop software updates or fixes.

Bike Booking Engine does not guarantee that any Incident will be resolved within a specific timeframe.

19. Customer Cooperation

Customers shall reasonably cooperate with Bike Booking Engine during the investigation and resolution of Incidents.

Customers are expected to:

• Provide an adequate description of the issue;
• Provide screenshots where helpful;
• Describe the steps required to reproduce the Incident;
• Respond to reasonable requests for additional information; and
• Perform reasonable verification steps when requested.

20. SLA Exclusions

This SLA shall not apply where an Incident results from, among other things:

• Customer configuration errors;
• Customer devices;
• External Internet or network connectivity;
• Third-party technology providers;
• Third-party software;
• External APIs;
• Failure to follow official documentation;
• Unauthorized modifications; or
• Force majeure events.

21. Continuous Service Evolution

Bike Booking Engine continuously develops and improves the Platform.

The addition, modification or removal of features, user interfaces or operational processes shall not, by itself, constitute a breach of this SLA where such changes form part of the normal evolution of the Services.

22. No Business Continuity Guarantee

Bike Booking Engine provides the Services with the intention of maintaining long-term business continuity and will use commercially reasonable efforts to continue operating the Platform while conducting its business activities.

However, nothing in this SLA shall be interpreted as a guarantee that Bike Booking Engine will continue operating the Platform indefinitely.

In the event of permanent business closure, sale of the business or global termination of the Services, the provisions of the Terms of Service relating to termination, Customer Data retrieval and any remaining contractual obligations shall apply.

23. Updates

Bike Booking Engine may update this SLA whenever reasonably necessary due to technical, organizational, commercial or operational changes affecting the Services.

Where changes materially affect existing Customers, Bike Booking Engine shall endeavor to provide reasonable prior notice.

24. Support Contact

Questions relating to this SLA may be submitted to:

BIKE BOOKING ENGINE, S.L.

Email: info@bikebookingengine.com

25. Version and Last Updated

Version: 2.0

Last Updated: 05/08/2026