Service Level Agreement

This Service Level Agreement ("SLA") governs support, service-response targets, event-day coverage, maintenance, incident handling, and related operational obligations for services provided by RingScore Systems Inc. ("RingScore") to a customer ("Customer") under the RingScore Platform Services Agreement.

This SLA is incorporated into the applicable Platform Services Agreement and Order Form.

RingScore and Customer are each a "Party" and together the "Parties."

1. Purpose

RingScore supports live combat-sports competitions where some Platform functions, particularly digital judging and supervisor operations, may be time-sensitive.

The purpose of this SLA is to clearly define:

when support is available;
how incidents are prioritized;
RingScore's initial response targets;
how registered live events receive additional coverage;
what Customer must do to prepare an event;
what circumstances fall outside RingScore's control;
how incidents are escalated;
what maintenance may occur;
when on-site support is separately required; and
what remedies apply to service-level concerns.

This SLA distinguishes between acknowledgement and triage, workaround, and resolution.

Unless expressly stated otherwise, response targets are not guaranteed resolution times.

2. Relationship to Other Agreements

This SLA supplements the RingScore Platform Services Agreement.

Customer-specific support commitments may also appear in:

an Order Form;
Event Order;
implementation schedule;
statement of work;
Hardware Order; or
other signed agreement.

If a signed Order Form or Event Order expressly provides a different service level for the same subject matter, the customer-specific document controls.

This SLA does not change pricing, subscription scope, hardware ownership, data rights, or other commercial terms unless expressly stated.

3. Definitions

3.1 "Business Day"

means Monday through Friday, excluding statutory holidays observed in Ontario, Canada.

3.2 "Business Support Hours"

means 9:00 a.m. to 5:00 p.m. Eastern Time on Business Days, unless the applicable Order Form states otherwise.

3.3 "Core Competition Services"

means Platform functionality directly involved in administering official live scoring, including, where applicable:

Judge Portal access;
score entry and submission;
scorecard processing;
Supervisor or Head Judge Portal access;
transmission of judge scores to authorized supervisor workflows;
point-deduction functionality;
stoppage processing;
result-calculation functionality; and
official result review or certification workflows.

3.4 "Ancillary Services"

means Platform functionality that is useful to an event but does not ordinarily prevent official scoring from continuing.

Ancillary Services may include:

analytics;
historical reporting;
Audience Mode;
sponsor analytics;
public event pages;
live scoreboards;
jumbotron displays;
broadcast overlays;
exports;
non-critical administrative functions; and
similar features.

An Order Form may expressly designate an Ancillary Service as critical for a particular Customer or event.

3.5 "Initial Response"

means a substantive acknowledgement by RingScore indicating that the incident has been received and triage has begun.

An Initial Response does not mean that the incident has been resolved.

3.6 "Incident"

means an unplanned issue that materially affects Customer's authorized use of the Platform.

3.7 "Registered Event"

means an event that:

is authorized under Customer's active RingScore licence;
has been submitted to RingScore within the applicable advance-notice period;
contains materially accurate schedule, venue, ring-count, and operational information;
has completed any required readiness process; and
has been confirmed for event-day support by RingScore where such confirmation is required.

3.8 "Registered Event Window"

means the scheduled period during which RingScore has confirmed remote or on-site event support for a Registered Event.

3.9 "Resolution"

means restoration of materially affected functionality or implementation of a permanent correction.

3.10 "Support Channel"

means the email address, support portal, telephone number, messaging channel, or other method designated by RingScore for official support requests.

3.11 "Workaround"

means a temporary method that restores sufficient functionality to permit the affected activity to continue while a permanent Resolution is investigated.

4. Support Model

RingScore provides two primary categories of support:

Standard Non-Event Support

Remote support during Business Support Hours for ordinary Platform questions, defects, account issues, configuration matters, and other non-live-event requests.

Registered Event Support

Priority remote support during a confirmed Registered Event Window for covered live competitions.

On-site technical support is a separate service unless specifically included in the applicable Order Form or Event Order.

5. Standard Business Support Hours

Unless otherwise stated in an Order Form:

Standard non-event remote support is available from 9:00 a.m. to 5:00 p.m. Eastern Time on Business Days.

Support requests received outside Business Support Hours will normally be treated as received at the beginning of the next Business Support period.

This limitation does not apply to confirmed Registered Event coverage during an active Registered Event Window.

RingScore does not provide general 24-hour support unless the applicable Order Form or Event Order expressly includes it.

6. Registered Event Coverage

Where Registered Event Support is included in Customer's subscription or applicable Event Order, RingScore will provide scheduled remote support during the confirmed Registered Event Window.

Unless the applicable Order Form states otherwise, a covered national or other institutional competition day may include up to 12 scheduled hours of remote event support.

Additional coverage may be required for:

events exceeding the included support window;
overnight events;
unusually long tournament days;
overlapping venues;
multiple independently operated sites;
unusually large multi-ring deployments; or
events requiring additional dedicated personnel.

Additional coverage may be separately priced.

7. Event Registration Requirements

To receive Registered Event Support, Customer should register events with RingScore as follows:

Standard or Single-Ring Events

At least 14 calendar days before the event.

Multi-Ring Tournaments

At least 30 calendar days before the event.

RingScore may approve shorter notice in writing.

An event submitted with shorter notice is supported on a commercially reasonable, best-efforts basis unless RingScore expressly confirms otherwise.

8. Material Event Changes

Customer must notify RingScore promptly if a Registered Event materially changes.

Material changes may include:

venue;
event date;
event times;
number of sessions;
ring count;
number of judges;
device requirements;
network configuration;
support hours;
competition format;
expected scale; or
other information that materially affects deployment.

A materially changed event may require a revised readiness review, support plan, Hardware Order, Event Order, or additional Fees.

RingScore cannot guarantee the originally planned service level where Customer makes a material operational change without reasonable notice.

9. Incident Severity Levels

RingScore classifies support incidents according to operational impact.

Severity 1 — Critical Live Event

A Severity 1 ("P1") Incident is a critical issue during a Registered Event that materially prevents official competition operations from proceeding safely or reliably.

Examples may include:

widespread inability of judges to submit official scores;
inability of multiple judges or rings to access Core Competition Services;
Supervisor Portal failure that prevents an active bout from being completed or certified;
complete unavailability of Core Competition Services during an active competition;
apparent systemic loss or corruption of multiple active scorecards;
a materially incorrect system calculation that prevents an authorized supervisor from safely determining or certifying the result and for which no reasonable Workaround exists;
a security issue requiring immediate suspension of Core Competition Services; or
another RingScore-attributable issue that materially stops official scoring operations.

A single malfunctioning device is not automatically P1 if an available replacement or reasonable Workaround permits the event to continue.

Severity 2 — High

A Severity 2 ("P2") Incident materially impairs an important Platform function but does not prevent the competition from continuing.

Examples may include:

significant degradation affecting multiple users where a Workaround exists;
a major administrative function being unavailable;
a Supervisor workflow problem that can be safely worked around;
significant problems affecting non-current bouts;
inability to access an important display or event-management function;
material performance degradation;
an injury-recording or non-scoring operational feature being unavailable; or
another substantial issue that does not block official live scoring.

Severity 3 — Normal

A Severity 3 ("P3") Incident is a non-critical issue that does not materially prevent use of the Platform.

Examples may include:

a defect affecting a limited workflow;
a configuration question;
an account or permission issue affecting one user;
reporting problems;
export issues;
historical-data questions;
non-critical display problems; or
another issue with no immediate material impact on live competition.

Severity 4 — Low

A Severity 4 ("P4") request is a low-impact matter.

Examples may include:

cosmetic defects;
documentation questions;
general how-to questions;
minor interface issues;
feature suggestions;
enhancement requests; or
other non-urgent inquiries.

10. Initial Response Targets

RingScore will use commercially reasonable efforts to meet the following Initial Response targets.

Priority	Initial Response Target
P1 — Critical Live Event	Within 30 minutes during a confirmed Registered Event Window
P2 — High	Within 2 hours during applicable support coverage
P3 — Normal	Within 1 Business Day
P4 — Low	Within 2 Business Days

These are Initial Response and triage targets, not guaranteed Resolution times.

Response time begins when RingScore receives sufficient information through the designated Support Channel to reasonably begin investigation.

11. What an Initial Response Includes

Depending on the Incident, an Initial Response may include:

acknowledgement that RingScore has received the report;
confirmation of the assigned severity;
request for additional diagnostic information;
confirmation that investigation has begun;
immediate troubleshooting instructions;
identification of a known issue;
implementation or recommendation of a Workaround;
escalation to engineering or operations; or
another appropriate first action.

An automated receipt confirmation by itself does not constitute substantive triage unless followed by meaningful review.

12. Resolution Times

RingScore does not guarantee a fixed Resolution time under the Standard SLA.

Resolution time can depend on:

cause;
technical complexity;
third-party infrastructure;
required testing;
data integrity;
hardware access;
Customer cooperation;
venue conditions;
regulatory considerations; and
other circumstances.

For P1 Incidents, RingScore will prioritize restoration of safe competition operations, including implementation of a reasonable Workaround where possible, before pursuing a permanent correction.

13. Incident Priority During Live Events

During a Registered Event, RingScore will prioritize incidents in the following order:

integrity and security of official scoring information;
Core Competition Services required to continue an active bout;
supervisor and result-certification workflows;
essential event administration;
public displays and broadcast functionality;
Audience Mode and fan-engagement functionality;
analytics, exports, and historical reporting; and
cosmetic or enhancement matters.

This priority order may be adjusted where Customer's Order Form expressly identifies a specific feature as mission-critical.

14. Public Displays and Broadcast Features

Failure of a:

jumbotron;
public scoreboard;
broadcast overlay;
Audience Mode interface;
sponsor display; or
other audience-facing feature

is not normally classified as P1 where official scoring and supervisor operations remain functional.

Such an issue will generally be classified according to its actual operational impact.

An Order Form or Event Order may designate a particular broadcast or display service for elevated support.

15. Incident Reporting

Customer should report Incidents through RingScore's designated Support Channel.

An Incident report should include, where reasonably available:

Customer name;
event name;
event identifier;
ring number;
bout number;
affected user or device;
description of the problem;
approximate time the problem began;
screenshots or photographs;
error messages;
device and browser details;
network status;
actions already attempted; and
a contact person available to assist with troubleshooting.

Customer should avoid submitting multiple duplicate reports for the same Incident unless requested by RingScore.

16. Official Support Channels

RingScore will identify the applicable Support Channel through:

the Order Form;
implementation documentation;
event-readiness communications;
the Platform; or
another written notice.

Customer is responsible for ensuring that appropriate event staff know how to reach RingScore.

Reports sent exclusively through:

personal social-media accounts;
unrelated email accounts;
social-media comments;
informal direct messages; or
another channel not designated for support

may not start the applicable response-time calculation unless RingScore has specifically approved that method for the event.

17. Named Customer Contacts

Customer should designate:

a primary operational contact;
a backup operational contact where appropriate;
an event-day technical contact;
and, for major institutional Customers, an executive escalation contact.

RingScore may rely on instructions from those designated contacts within the scope of their apparent authority.

Customer should promptly notify RingScore when a designated contact changes.

18. Customer Cooperation

RingScore's ability to investigate an Incident may depend on Customer cooperation.

Customer will reasonably assist by:

providing accurate information;
providing access to affected equipment where appropriate;
following reasonable troubleshooting instructions;
testing requested steps;
providing screenshots, logs, or error information;
identifying affected users;
confirming venue-network conditions;
making authorized event personnel available; and
avoiding uncoordinated changes while RingScore is actively troubleshooting.

Response and Resolution measurements may pause where RingScore is waiting for information, access, authorization, or another action reasonably required from Customer.

19. Severity Reclassification

RingScore may adjust the severity of an Incident based on actual operational impact.

For example, a P1 Incident may be downgraded after a Workaround restores the ability to continue competition.

Likewise, an Incident originally reported as lower priority may be escalated if its effect becomes materially more serious.

RingScore will communicate material severity changes where reasonably practicable.

20. Event Readiness

Reliable live-event operation requires preparation by both Parties.

For Registered Events, RingScore may require completion of an event-readiness process.

This may include:

confirmation of event schedule;
fight-card review;
judge and supervisor setup;
administrator access verification;
device configuration;
hardware testing;
network testing;
power planning;
equipment charging;
replacement-device planning;
scoring workflow testing;
public-display testing where applicable;
training;
support-contact confirmation; and
a pre-event rehearsal.

RingScore may require additional readiness work for major national or multi-ring tournaments.

21. Customer Event-Readiness Responsibilities

Customer is responsible for matters within its operational control.

Customer should:

provide accurate event information;
provide reasonable advance notice;
confirm officials and event personnel;
ensure assigned users receive training;
maintain equipment in appropriate condition;
ensure equipment is charged;
provide venue power where required;
follow approved hardware configurations;
avoid unauthorized modifications;
maintain physical custody of purchased or rented equipment;
provide suitable venue infrastructure;
promptly report material changes; and
complete required readiness reviews.

RingScore is not responsible for disruption materially caused by Customer's failure to satisfy agreed readiness obligations.

22. Venue Internet and Connectivity

Unless an applicable Order Form expressly provides otherwise, Customer is responsible for venue internet access and telecommunications infrastructure not supplied or directly controlled by RingScore.

RingScore does not guarantee the performance of:

venue Wi-Fi;
venue internet service;
cellular networks;
third-party routers;
telecommunications providers; or
other external connectivity.

A venue-connectivity failure is not automatically a RingScore Platform outage.

Where RingScore supplies or configures networking equipment, RingScore will support that equipment within the scope of the applicable Hardware Order or Event Order.

23. Offline and Connectivity-Resilience Features

No general promise of uninterrupted offline operation is created by this SLA.

Where a RingScore feature supports local caching, queued submissions, offline operation, delayed synchronization, or another connectivity-resilience mechanism, its supported behaviour is limited to the functionality actually made available in the production Platform at that time.

Unless expressly stated in a signed Order Form, RingScore does not guarantee that every Platform function will remain usable during complete loss of internet or network connectivity.

24. Customer Contingency Procedures

Customer and the applicable governing organization remain responsible for determining any contingency procedure required by their:

competition rules;
sanctioning requirements;
governance policies;
insurance requirements; or
risk-management procedures.

RingScore may recommend operational contingency practices but does not determine the sporting or regulatory requirements applicable to Customer.

25. Authorized Hardware

Where an Order Form requires Authorized Hardware for official RingScore operations, service levels assume that Customer is using properly configured Authorized Hardware.

Issues caused by:

unauthorized devices;
removed device-management profiles;
unauthorized operating-system changes;
unsupported browsers;
customer-installed software;
jailbreaking or rooting;
unauthorized repairs; or
other unsupported modifications

may be excluded from this SLA.

RingScore may still provide best-efforts assistance.

26. Purchased and Rental Hardware

Hardware-related support is subject to the applicable Hardware Order.

The following are not Platform Incidents unless caused by RingScore:

theft;
loss;
accidental damage;
liquid damage;
physical breakage;
misuse;
improper storage;
improper charging;
unauthorized repair; or
damage occurring after risk has transferred to Customer.

Rental hardware remains subject to the applicable custody, return, loss, and damage terms.

27. On-Site Technical Support

On-site technical support is optional unless specifically included in Customer's Order Form or Event Order.

On-site deployment coverage is normally sold per deployment day.

Unless otherwise stated in the applicable commercial terms, one on-site deployment day may include up to eight scheduled hours of on-site technical support, excluding travel time.

RingScore determines appropriate staffing based on factors including:

number of rings;
event scale;
venue;
duration;
hardware configuration;
technical complexity;
broadcast requirements; and
event-readiness status.

Additional personnel may be required for larger deployments.

28. On-Site Support Exclusions

Unless specifically included in an Event Order, RingScore on-site personnel do not act as:

judges;
referees;
supervisors;
sanctioning officials;
physicians;
event directors;
security personnel;
venue electricians;
internet service providers;
broadcast directors;
camera operators;
commentators; or
venue audiovisual technicians.

Their role is to support the RingScore Platform and applicable RingScore hardware.

29. Additional On-Site Costs

On-site support pricing is governed by the applicable Order Form or Event Order.

Potential separately priced costs may include:

additional personnel;
overtime;
travel days;
airfare;
ground transportation;
accommodation;
meals;
shipping;
extraordinary technical requirements;
custom integrations;
custom graphics;
broadcast production; and
other services beyond the agreed support scope.

30. Planned Maintenance

RingScore may conduct planned maintenance.

RingScore will use reasonable efforts to schedule maintenance expected to materially affect Core Competition Services outside confirmed Registered Event Windows.

Where planned maintenance is expected to materially affect the Platform, RingScore will use reasonable efforts to provide advance notice.

Minor maintenance that does not materially affect Customer's use may occur without notice.

31. Emergency Maintenance

RingScore may perform emergency maintenance without advance notice where reasonably necessary to:

correct a critical defect;
protect Platform security;
prevent data corruption;
respond to a vulnerability;
restore availability;
protect competition integrity; or
address another urgent operational risk.

During a Registered Event Window, RingScore will use reasonable care to minimize disruption.

32. Event-Window Changes

RingScore will generally avoid unnecessary high-risk production changes during confirmed major Registered Event Windows.

RingScore may deploy:

emergency fixes;
security changes;
configuration corrections;
data-integrity fixes; or
other changes reasonably necessary to restore or protect live operations.

Major events may have a specific release-freeze or change-control plan documented in an Event Order.

33. Availability

RingScore will use commercially reasonable efforts to maintain availability of its production Platform.

The Standard SLA does not currently include a contractual percentage uptime guarantee.

A numerical availability commitment, such as monthly uptime percentage, must be expressly stated in the applicable Order Form or an Enterprise SLA.

This approach allows service commitments to be based on measured production performance rather than an unsupported contractual assumption.

34. Availability Measurement

If an Order Form introduces a numerical availability commitment, the applicable document should define:

the services being measured;
monitoring source;
measurement period;
downtime threshold;
maintenance exclusions;
third-party exclusions;
Customer-caused exclusions;
force-majeure exclusions; and
applicable service credits.

No numerical availability commitment should be inferred from marketing material or general statements about Platform reliability.

35. Third-Party Services

RingScore relies on third-party infrastructure and technology providers.

An outage or degradation caused by a third party outside RingScore's reasonable control may be excluded from availability or service-credit calculations.

RingScore will nevertheless use commercially reasonable efforts to:

investigate the issue;
communicate known material impact;
work with the relevant provider;
identify available Workarounds; and
restore RingScore functionality where reasonably possible.

36. Security Incidents

A suspected security incident may be prioritized separately from ordinary support Incidents.

RingScore may take immediate protective measures including:

revoking credentials;
disabling a user;
restricting an endpoint;
temporarily disabling a feature;
isolating affected systems; or
suspending access

where reasonably necessary to protect Personal Information, competition integrity, Customer Data, or the Platform.

Notification obligations concerning confirmed Security Incidents are governed by the Platform Services Agreement, RingScore Privacy Policy, applicable Data Protection Schedule, and applicable law.

37. Exclusions

The response and service commitments in this SLA do not apply to the extent an Incident is materially caused by:

venue power failure;
venue internet failure;
venue cabling or audiovisual failure not supplied by RingScore;
telecommunications failure outside RingScore's reasonable control;
third-party streaming or broadcast systems;
third-party registration systems;
third-party cloud or infrastructure failures outside RingScore's reasonable control;
unsupported or unauthorized hardware;
removed management or security profiles;
unsupported browser or operating-system configurations;
Customer credential sharing;
Customer-created configuration errors;
Customer modification of Platform data outside an authorized workflow;
failure to follow documented instructions;
malicious or unlawful activity by Customer or its personnel;
physical hardware loss or damage after risk transfers to Customer;
an unlicensed event;
an unregistered event;
an event materially changed without reasonable notice;
beta or experimental functionality;
custom integration work not covered by a signed agreement;
custom broadcast production;
force majeure; or
another matter outside RingScore's reasonable control.

RingScore may still assist with an excluded issue on a best-efforts basis.

Additional Fees may apply where substantial work is required.

38. Beta and Experimental Features

Unless expressly stated otherwise in an Order Form:

beta;
pilot;
preview;
early-access;
prototype; and
experimental

features are not covered by standard service-level commitments.

RingScore may support such features on a best-efforts basis.

A beta or pilot feature should not be relied upon as the sole mission-critical workflow for an official competition unless RingScore has expressly approved that use.

39. Escalation

RingScore may escalate incidents through the following operational path:

designated RingScore support contact;
RingScore operational lead;
engineering or technical lead where required;
RingScore executive escalation.

Customer may request escalation where:

a P1 Incident remains unresolved;
operational impact materially increases;
an agreed service level is repeatedly missed; or
there is a significant competition-integrity or security concern.

Executive escalation does not replace active technical troubleshooting.

40. P1 Communication During Active Events

For a material P1 Incident during a Registered Event Window, RingScore will use commercially reasonable efforts to provide ongoing status information while active investigation continues.

Where practical, updates may include:

current understanding of the Incident;
work being performed;
known impact;
Workaround status;
dependencies;
next troubleshooting step; and
expected timing of the next update.

The absence of a new update does not mean investigation has stopped.

41. Workarounds

RingScore may satisfy immediate operational restoration by providing a reasonable Workaround.

A Workaround may include:

moving a user to another Authorized Device;
re-authenticating a user;
changing an approved configuration;
using an alternative authorized Platform workflow;
restarting an affected component;
temporarily disabling non-critical functionality;
manually assisting with an authorized operation; or
another safe operational approach.

A Workaround does not eliminate RingScore's ability to investigate a permanent Resolution afterward.

42. Root-Cause and Incident Summaries

For a material P1 Incident that is materially attributable to RingScore, Customer may request a written incident summary.

Where appropriate, RingScore will use reasonable efforts to provide the summary within 10 Business Days after the Incident has been stabilized or resolved.

The summary may include:

general cause;
duration;
impact;
actions taken;
corrective measures; and
preventative follow-up.

RingScore is not required to disclose:

security-sensitive information;
proprietary source code;
information concerning another customer;
privileged legal material; or
information that could reasonably increase security risk.

43. Repeated Material Service Issues

If Customer experiences repeated material service-level concerns materially attributable to RingScore, the Parties will work in good faith to develop a corrective-action plan.

The plan may address:

root cause;
monitoring;
architecture;
readiness;
training;
hardware;
support staffing;
documentation;
event procedures; or
other reasonable corrective measures.

A corrective-action plan does not itself create additional financial liability beyond the Parties' agreements.

44. Service Credits

The Standard SLA does not provide automatic service credits.

A service credit applies only where:

the applicable Order Form or Enterprise SLA expressly provides one; or
RingScore expressly approves a credit in writing.

Unless a signed agreement provides a different amount, any voluntarily approved service credit will not exceed the lesser of:

Fees paid for the directly affected optional support service; and
10% of the applicable annual Platform licence Fees allocated to the affected contract year.

Service credits are not available for:

excluded Incidents;
Customer-caused failures;
third-party failures outside RingScore's reasonable control;
force majeure;
beta functionality;
unsupported hardware;
unregistered events; or
events that failed required readiness procedures.

45. Exclusive SLA Remedy

Unless the Platform Services Agreement or applicable Order Form expressly provides otherwise, any service credit expressly available under this SLA is Customer's sole monetary remedy specifically for failure to meet an SLA service target.

This provision does not limit remedies for:

breach of confidentiality;
privacy or security obligations;
intellectual-property infringement;
fraud;
wilful misconduct; or
another matter governed separately by the Platform Services Agreement.

46. No Automatic Material Breach From a Single Missed Target

A single missed Initial Response target does not automatically constitute a material breach of the Platform Services Agreement.

The Parties will consider:

severity;
duration;
actual impact;
cause;
RingScore's response;
available Workarounds;
whether the event could continue;
whether the miss was repeated; and
whether the issue was within RingScore's reasonable control.

Repeated or substantial failures may be addressed under the corrective-action and breach provisions of the Platform Services Agreement.

47. Customer Misclassification of Incidents

Customer should classify incidents in good faith.

RingScore may reclassify an Incident that does not meet the applicable severity definition.

Repeated intentional misuse of the P1 channel may interfere with RingScore's ability to support actual live-event emergencies.

RingScore may require Customer to designate authorized personnel permitted to raise P1 Incidents.

48. Support for Unregistered Events

RingScore may provide support for an unregistered event where reasonably possible.

Such support is provided on a best-efforts basis and does not carry Registered Event response targets unless RingScore expressly confirms otherwise.

Additional Fees may apply.

49. Additional or Emergency Support

Customer may request support outside its included coverage.

RingScore may provide:

extended remote coverage;
overnight coverage;
additional technical personnel;
dedicated event staff;
emergency configuration assistance;
accelerated implementation;
or other support

subject to availability and additional Fees.

Acceptance must be confirmed by RingScore.

50. Support Does Not Transfer Sporting Authority

RingScore support personnel provide technical assistance.

They do not have authority, solely because they work for RingScore, to:

change a judge's score;
decide who won a bout;
order a stoppage;
authorize a point deduction;
medically clear an athlete;
appoint or remove an official;
interpret disputed sporting rules as the governing authority; or
certify an official competition result.

Where a technical correction affects an official record, RingScore may require direction or confirmation from the properly authorized supervisor or governing body.

51. Data Integrity During Support

RingScore will use reasonable care when troubleshooting issues involving official Competition Records.

Where reasonably practicable, support personnel will avoid directly altering official scoring information unless:

the Platform provides an authorized correction process;
an authorized governing representative instructs or approves the correction; or
a technical correction is necessary to restore accurately submitted information.

RingScore may preserve records of technical corrections where supported.

52. Support Records

RingScore may maintain support records including:

incident reports;
timestamps;
diagnostics;
affected event information;
troubleshooting steps;
communications;
resolution notes; and
related technical information.

Support records may be used for:

troubleshooting;
service improvement;
quality assurance;
security;
dispute resolution;
product reliability analysis; and
contractual reporting.

Personal Information contained in support records remains subject to applicable privacy obligations.

53. Service-Level Reporting

RingScore may measure operational information including:

Incident counts;
response times;
severity;
duration;
affected functions;
event impact;
availability;
support workload;
recurring causes; and
resolution patterns.

Where a customer-specific agreement requires formal service reporting, the required frequency and contents will be specified in the applicable Order Form.

54. No Implied Service Commitments

Marketing statements, demonstrations, historical performance, pilot-event results, or prior response times do not create additional SLA obligations.

Only service levels expressly contained in:

this SLA;
an applicable Order Form;
Event Order;
or another signed agreement

are binding service commitments.

55. Term

This SLA applies for the duration of the applicable subscription or customer agreement that incorporates it.

Expiration or termination of the underlying Platform Services Agreement or applicable Order Form terminates this SLA for the affected Services unless otherwise stated.

56. SLA Updates

RingScore may update its generally available Standard SLA for future subscription terms.

A material change will not reduce a service commitment expressly purchased for an existing committed Subscription Term unless:

Customer agrees;
the change is required by law;
the change is required to address a material security or operational risk; or
the applicable agreement otherwise permits the change.

Updated terms may apply upon renewal.

through signature;
by execution of an Order Form expressly incorporating it; or
through an authorized electronic acceptance process.

A person accepting this SLA on behalf of Customer represents that they are authorized to do so.

SCHEDULE A

STANDARD SERVICE LEVEL MATRIX

Severity	Typical Impact	Initial Response
P1 Critical Live Event	Core official scoring materially blocked during Registered Event	30 minutes
P2 High	Major functionality impaired, event can continue or Workaround exists	2 hours
P3 Normal	Non-critical defect or operational request	1 Business Day
P4 Low	Cosmetic, question, documentation, feature request	2 Business Days