Service level agreement

Luup One Service Level Agreement

Last updated: 12 June 2026

This Service Level Agreement applies between Luup One, operated by Luup L.L.C-FZ (Dubai, United Arab Emirates), and the Merchant where incorporated into a Master Advertiser and Merchant Agreement or Order Form.

01Purpose

1.1 This SLA sets out service levels for platform availability, tracking reliability, support response, issue escalation, payment settlement, and dispute handling.

1.2 This SLA does not apply to End Users unless expressly stated.

02Service availability

2.1 Luup One will use commercially reasonable efforts to make the Luup One Platform available during each calendar month.

2.2 Monthly uptime target: 99.5%.

2.3 Uptime excludes:

1. planned maintenance;
2. emergency maintenance;
3. third party provider downtime;
4. app store issues;
5. payment provider issues;
6. Merchant systems or APIs;
7. force majeure;
8. user devices, networks, browsers, or operating systems;
9. suspension due to legal, fraud, security, brand safety, or non payment reasons.

03Planned maintenance

3.1 Luup One may conduct planned maintenance.

3.2 Luup One will use reasonable efforts to provide at least 48 hours’ notice of planned maintenance that is expected to materially affect the Merchant.

3.3 Planned maintenance will, where practical, be scheduled outside peak usage periods.

04Emergency maintenance

4.1 Luup One may conduct emergency maintenance without advance notice where required for security, reliability, legal compliance, fraud prevention, data protection, or platform integrity.

4.2 Luup One will provide notice as soon as reasonably practicable.

05Tracking reliability

5.1 Luup One will use commercially reasonable efforts to track approved links, codes, QR codes, integrations, APIs, and agreed attribution events.

5.2 Tracking depends on correct implementation by the Merchant, third party platforms, browsers, devices, consent settings, cookies, APIs, payment flows, and other systems outside Luup One’s control.

5.3 The Merchant must:

1. implement required tracking correctly;
2. maintain working landing pages and checkout flows;
3. notify Luup One before changing URLs, checkout flows, tags, APIs, or offer rules;
4. provide test access where needed;
5. promptly report suspected tracking issues.

5.4 Tracking discrepancies will be investigated under the dispute process in this SLA.

06Support channels

6.1 Support channel: support@luup.com and the in-platform merchant dashboard.

6.2 Support hours: Business Days, 9:00 to 18:00 UAE time.

6.3 Emergency contact: support@luup.com.

07Severity levels and response targets

7.1 Severity 1 means total platform outage, major security issue, or complete inability to track live campaigns.

• Response target: 1 hour.
• Update target: every 2 hours.
• Resolution target: commercially reasonable urgent efforts.

7.2 Severity 2 means material degradation affecting live campaigns, payout flows, mission participation, or reporting.

• Response target: 4 business hours.
• Update target: every 1 Business Day.
• Resolution target: commercially reasonable priority efforts.

7.3 Severity 3 means non critical issue, partial reporting discrepancy, minor workflow issue, or non urgent configuration request.

• Response target: 1 Business Day.
• Update target: as appropriate.
• Resolution target: next planned release or agreed timeframe.

7.4 Severity 4 means general question, training request, content request, or enhancement request.

• Response target: 2 Business Days.
• Resolution target: not guaranteed unless agreed.

08Payment settlement

8.1 Luup One will provide reporting on tracked actions, approved actions, rejected actions, Commission, rewards, and payout obligations in accordance with the Merchant Agreement.

8.2 Reconciliation cadence: monthly unless the Order Form states otherwise.

8.3 Invoice timing: monthly in arrears.

8.4 Payment terms: 30 days from invoice date.

8.5 The Merchant must maintain any required payout float or reward inventory.

8.6 Luup One may pause payouts, redemptions, missions, or campaigns where:

1. the Merchant has not funded the payout float;
2. undisputed invoices are overdue;
3. reward inventory is unavailable;
4. tracking data is disputed;
5. fraud review is pending;
6. legal or payment provider review is required.

09Tracking disputes

9.1 Either Party may raise a tracking dispute within 30 days of the relevant report.

9.2 The dispute must include transaction IDs, timestamps, user or order references where lawful, campaign name, landing page, link or code, and supporting evidence.

9.3 Luup One will investigate using available logs, platform records, API records, tracking data, and Merchant evidence.

9.4 The Parties will apply the agreed attribution hierarchy.

9.5 If no hierarchy applies, Luup One’s platform records will be used unless the Merchant provides clear evidence of error.

10Service credits

10.1 Service credits apply only if expressly stated in the Order Form.

10.2 If monthly uptime falls below the agreed target due solely to Luup One controlled systems, the Merchant may be eligible for a credit of the percentage of the monthly Growth Enablement Fee specified in the Order Form.

10.3 Service credits are the Merchant’s sole remedy for uptime failure, except where prohibited by law.

10.4 Service credits do not apply to excluded downtime.

11Data incidents and security

11.1 Luup One will maintain reasonable technical and organisational measures appropriate to the service.

11.2 Luup One will notify the Merchant without undue delay after becoming aware of a personal data breach affecting Merchant controlled personal data.

11.3 Regulatory notification responsibility will be determined by the applicable data protection roles and data processing agreement.

12Force majeure

12.1 Neither Party is liable for failure or delay caused by events beyond reasonable control, including internet failures, cloud provider outages, payment provider failures, app store issues, cyberattacks, acts of government, war, civil unrest, natural disasters, labour disputes, or changes in law.

13Governing law and jurisdiction

13.1 This SLA and any dispute arising out of or in connection with it are governed by the federal laws of the United Arab Emirates and the laws applicable in the Emirate of Dubai.

13.2 The Courts of the Dubai International Financial Centre shall have exclusive jurisdiction to hear and determine any dispute arising out of or in connection with this SLA.