Service Level Agreement

CampOne GmbH, Grondia

Annex 3 to the Order Form

1. Scope and relationship to the Agreement

1.1 This Service Level Agreement (“SLA”) forms part of the agreement between CampOne GmbH (“Grondia”) and the Customer named in the Order Form (the “Agreement”). Grondia is a brand of CampOne GmbH. Capitalised terms not defined in this SLA have the meaning given in the Grondia General Terms of Service (the “General Terms”).

1.2 This SLA applies to the Covered Modules listed in section 3 for as long as the Customer has a paid subscription to them. It does not apply to free services, pilots, trials, beta features or preview features, unless the Order Form expressly says otherwise.

1.3 Grondia Pay is not covered by this SLA. Grondia makes no availability commitment for Grondia Pay, for the payment functions of the Services or for the payment services provided by the payment service provider.

1.4 If this SLA conflicts with the General Terms on availability, maintenance or Service Credits, this SLA prevails. The Order Form prevails over this SLA where it expressly deviates from it.

2. Definitions

2.1 Availability Target: the Monthly Uptime Percentage that Grondia commits to for a Covered Module in section 3.

2.2 Covered Module: a module listed in the table in section 3.1.

2.3 Downtime Minute: a minute during which a Covered Module is Unavailable, other than an Excluded Minute.

2.4 Eligible Minutes: all minutes in a calendar month minus the Excluded Minutes.

2.5 Excluded Minutes: minutes of unavailability caused by an event listed in section 6, including Scheduled Maintenance and Emergency Maintenance within the limits of section 5.

2.6 Monthly Fee: the recurring subscription fee for the affected Covered Module for the calendar month concerned, as stated in the Order Form. Annual fees are divided by twelve. One-off fees, set-up fees, professional services fees, hardware fees, Grondia Pay commissions, pass-through costs and taxes are not part of the Monthly Fee. If the Order Form states one bundled recurring fee for several modules, the Monthly Fee of each Covered Module in that bundle is the whole bundled fee.

2.7 Monthly Uptime Percentage: Eligible Minutes minus Downtime Minutes, divided by Eligible Minutes, multiplied by 100. It is calculated separately for each Covered Module and each calendar month.

2.8 Season: the period from 1 April to 31 October of each year, both days included.

2.9 Scheduled Maintenance and Emergency Maintenance: maintenance as described in sections 5.2 and 5.5.

2.10 Service Credit: a reduction of fees under section 7.

2.11 Unavailable: the core function of a Covered Module cannot be used, as described in the column “Unavailable means” in section 3.1, and the cause lies within Grondia’s area of responsibility.

2.12 All times in this SLA are Swiss time (Europe/Zurich, CET or CEST), unless the Order Form states otherwise.

3. Covered Modules and Availability Targets

3.1 Grondia commits to the following Availability Targets:

3.2 All other modules and functions have no Availability Target. This includes Hosted Websites, the server side of the POS and of the self check-in kiosk, Grondia Pay, AI Features, beta features, data exports, report generation and third-party integrations. Grondia uses reasonable efforts to keep them available.

4. Measurement

4.1 Grondia measures the availability of each Covered Module with an external monitoring service that checks it at regular intervals, and with its own server logs.

4.2 If a check of the monitoring service fails, meaning that it receives no successful response within 30 seconds or receives a server error response, the Covered Module counts as Unavailable from that check until the next successful check.

4.3 Unavailability that the Customer reports and that Grondia’s logs confirm counts even if the monitoring service did not detect it.

4.4 Grondia’s monitoring data and logs are the primary record of availability. The Customer may submit its own evidence, and Grondia considers it in good faith.

5. Maintenance

5.1 Releases without downtime. Grondia deploys routine updates without planned downtime. Such releases are not maintenance under this section 5. If a release causes unplanned unavailability, those minutes are Downtime Minutes.

5.2 Scheduled Maintenance. Scheduled Maintenance is maintenance that Grondia plans in advance and that is expected to make a Covered Module Unavailable. Grondia announces it at least 48 hours in advance on the status page and by email to the Customer’s administrative contacts.

5.3 Timing. Where possible, Grondia carries out Scheduled Maintenance outside the Season and between 22:00 and 06:00. Grondia plans major upgrades, infrastructure migrations and other changes with a higher risk of disruption for the period outside the Season, unless a change is needed for security or legal compliance.

5.4 Limit. Scheduled Maintenance counts as Excluded Minutes for at most 8 hours per Covered Module per calendar month.

5.5 Emergency Maintenance. Grondia may carry out Emergency Maintenance at any time if it is needed to fix a critical security vulnerability, to stop an ongoing attack or to prevent imminent harm to data or to the platform. Grondia gives as much notice as the situation allows. Emergency Maintenance counts as Excluded Minutes for at most 2 hours per Covered Module per calendar month.

5.6 Maintenance that was not announced as required by section 5.2, or that exceeds the limits in sections 5.4 and 5.5, counts as Downtime Minutes.

6. Exclusions

6.1 Minutes of unavailability are Excluded Minutes, and do not count as Downtime Minutes, to the extent they are caused by:

(a) Scheduled Maintenance and Emergency Maintenance within the limits of section 5;

(b) force majeure as defined in the General Terms;

(c) the public internet, telecommunications networks, or the Customer’s or a Guest’s internet access, devices, browsers or local network;

(d) hardware at the campground, including POS terminals, kiosks, card terminals, printers and barrier systems, and their power supply and on-site network;

(e) third parties that the Customer or a Guest contracts with, or that operate independently of Grondia, in particular online travel agencies and booking platforms, Channels and channel partners, the Customer’s domain registrar or DNS provider, email recipients’ mail servers, and the Customer’s own third-party integrations;

(f) the payment service provider’s platform, card schemes, issuing banks and other payment networks;

(g) acts or omissions of the Customer or its users, including misconfiguration, use contrary to the Documentation, exceeding agreed usage limits, or a breach of the Acceptable Use Policy;

(h) a suspension of the Services that Grondia makes in accordance with the General Terms, the Acceptable Use Policy or the Grondia Pay Terms;

(i) an order of a court or public authority; and

(j) a denial-of-service attack or other attack that Grondia could not prevent despite protective measures that are in line with good industry practice for a provider of its size.

6.2 Outages of Grondia’s own hosting providers and sub-processors (for example the providers of its servers, databases, content delivery network and email delivery) are not excluded. Grondia remains responsible for them under this SLA.

7. Service Credits

7.1 If a Covered Module misses its Availability Target in a calendar month, the Customer is entitled to a Service Credit, calculated as a percentage of that module’s Monthly Fee:

7.2 Cap. The total of all Service Credits for one calendar month is capped at 10% of the recurring subscription fees payable for the Covered Modules for that month. A bundled fee is counted once.

7.3 Form of credit. Service Credits are a reduction of the price, not damages. Grondia deducts them from the next invoice. If no further invoice is due because the Agreement has ended, Grondia pays the credit to the Customer within 30 days. Service Credits cannot otherwise be paid out in cash and cannot be transferred.

7.4 No credits during non-payment. No Service Credits accrue for a month in which the Customer is more than 30 days late with an undisputed payment.

8. Claim process

8.1 To receive a Service Credit, the Customer submits a claim through the support channels described in the Support Policy within 30 days after the end of the calendar month concerned.

8.2 The claim states the affected Covered Module, the dates and times of the unavailability as precisely as possible, a short description of its effect, and any related support ticket numbers.

8.3 Grondia checks the claim against its monitoring data and logs and replies within 15 Business Days with its availability calculation for that module and month. If Grondia rejects the claim in whole or in part, it explains why.

8.4 If the parties disagree, the Customer may escalate under the Support Policy. Disputes that remain unresolved are handled under the dispute resolution clause of the General Terms.

8.5 A claim that is not submitted in time lapses.

9. Sole remedy and liability

9.1 Service Credits are the Customer’s sole and exclusive remedy for a failure of a Covered Module to meet its Availability Target.

9.2 Section 9.1 does not limit:

(a) liability for intent or gross negligence, which cannot be excluded in advance (Art. 100 para. 1 of the Swiss Code of Obligations);

(b) the Customer’s rights in respect of a loss, corruption or unauthorised disclosure of Customer Data, which are governed by the General Terms and the Data Processing Agreement;

(c) the right of either party to terminate the Agreement for good cause under the General Terms; or

(d) any right that cannot be limited under the law applicable to the Agreement.

9.3 Service Credits do not count toward the liability cap in the General Terms and do not reduce it.

10. Status page and incident communication

10.1 Grondia operates a public status page at https://status.campone.ch and posts incidents that affect a Covered Module there. The Customer can subscribe to updates on the status page.

10.2 For an incident that makes a Covered Module Unavailable, Grondia posts a first notice as soon as it has confirmed the incident. During the hours in which the Support Policy provides support for Severity 1 issues, Grondia updates the status page at least every 2 hours until the incident is resolved.

10.3 For an incident that made a Covered Module Unavailable for more than 60 consecutive minutes, Grondia provides the Customer on request with a written post-incident report within 10 Business Days after resolution. The report describes the cause, the impact, the fix and the measures taken to prevent a repeat.

10.4 Security incidents and personal data breaches are notified under the Data Processing Agreement, not under this SLA.

11. Backups and recovery

11.1 Grondia backs up the production database at least once a day, stores the backups encrypted, and keeps them for at most 90 days.

11.2 After a major failure, Grondia’s target is to restore the production database from the most recent backup, so that no more than 24 hours of data are lost.

11.3 The target in section 11.2 is a target, not a commitment. Missing it does not trigger Service Credits on its own. Any resulting unavailability counts under sections 4 to 7.

12. Reporting

On request, at most once per calendar month, Grondia gives the Customer the Monthly Uptime Percentage of each Covered Module for the previous calendar month.

13. Customer cooperation

The Customer:

(a) uses the Services with supported browsers, app versions and devices as stated in the Documentation;

(b) reports suspected unavailability promptly through the support channels;

(c) keeps its administrative and emergency contacts up to date, because maintenance and incident notices go to them; and

(d) maintains its own internet access and on-site equipment.

14. Changes to this SLA

14.1 Grondia may change this SLA only under the procedure for changes set out in the General Terms.

14.2 A change that lowers an Availability Target, a Service Credit or the cap, or that is otherwise unfavourable to the Customer, takes effect at the earliest at the start of the next Renewal Term and never during the Season. Changes that are only favourable to the Customer may take effect at any time.