Service Level Agreement

Service Level Agreement

What we commit to on communication, response times, and the client portal — with real numbers, and the exclusions stated plainly.

Last updated August 2026.

1.1 What this document is. This SLA states the service levels Coordinator commits to for communication, meetings, and the Client Portal. It does not add Services. Schedule A remains the complete and exclusive list of included Services; a task, meeting, revision, or event-day hour is not included because it is mentioned here.

1.2 What this document is not. This SLA does not warrant any event outcome, does not cover the performance of Vendors (who are Client's independent contractors under the Agreement), and does not guarantee guest counts, attendance, or headcount-dependent vendor minimums.

1.3 Defined terms. Capitalized terms not defined here have the meanings given in the Agreement. "Business Day" means Monday through Friday, excluding U.S. federal holidays and any office closures published in the Portal at least five (5) Business Days in advance. "Final Phase" means the thirty (30) calendar days immediately preceding the Event Date. "Portal" means the Monarch client portal made available at portal.monarchcelebrations.com.

2.1 Business hours. Coordinator's business hours are Monday–Friday, 9:00 a.m. – 6:00 p.m. Eastern Time. Messages received outside business hours are treated as received at the start of the next Business Day.

2.2 Response targets. Coordinator will respond to Client communications within the following targets, measured in Business Days from receipt:

A "response" means substantive acknowledgment — an answer, or a statement of when the answer will follow. Response targets are commitments of responsiveness, not of resolution.

2.3 Channels. The Portal message thread is the preferred channel and the one in which Coordinator maintains the record of the engagement. Email and telephone are available during business hours. Communications sent through channels not listed here (personal social media, text messages to personal numbers, third-party messaging applications) are not subject to the response targets in §2.2 .

2.4 Meetings. Meeting counts, durations, and types are set by Service Level in Schedule A. Meetings are scheduled at least seventy-two (72) hours in advance through the scheduling link Coordinator provides. A meeting cancelled or rescheduled by Client with less than twenty-four (24) hours' notice counts as a used meeting unless Schedule A states otherwise.

2.5 Escalation contact. Coordinator is a single-coordinator business led by its founder. Where Coordinator is unavailable due to illness or emergency, Coordinator will notify Client within one (1) Business Day and state the plan for coverage. This SLA does not create a twenty-four-hour support organization, and Client acknowledges that no such organization is represented .

3.1 What the Portal is. The Portal is an included convenience provided with every Service Level: a single place for the Client to see the plan, documents, proposals, timelines, guest information, photographs, and messages associated with the Event. Access begins when the Booking is effective and continues through the end of the Reconciliation Window defined in Agreement §1.10 — thirty (30) calendar days after the Event Date. Data-export rights survive it under §3.5. Client may decline Portal use entirely under Agreement §1.9, in which case Coordinator coordinates by email and telephone and §3 of this SLA does not apply.

3.2 Availability. Coordinator will use commercially reasonable efforts to keep the Portal available. Coordinator does not warrant uninterrupted or error-free availability and does not commit to a numerical uptime percentage Planned maintenance that Coordinator expects to make the Portal unavailable for more than thirty (30) minutes will be announced in the Portal at least twenty-four (24) hours in advance and, where practicable, scheduled outside business hours.

3.3 Portal outages and deadlines. A Portal outage does not extend a payment deadline. Where an outage of more than one (1) Business Day prevents Client from completing an action the Portal is the required means of completing — an approval, an upload, an acceptance — the deadline for that action extends day-for-day for the duration of the outage. Client should report an outage through email if the Portal is unreachable.

3.4 Support. Portal questions and problems follow the communication channels and response targets in §2. Coordinator supports the Portal as delivered; Coordinator does not commit to build new features, integrations, or reports on request, and any such work is a Change Order.

3.5 Data export. At any time during the engagement and for ninety (90) days after the Agreement terminates or the Reconciliation Window ends (whichever is later), Client may request a complete export of the Client's Event data held in the Portal — documents Client uploaded, guest and RSVP data, timelines, floor plans, budget records, and message history. Coordinator will deliver the export in a commonly usable electronic format within ten (10) Business Days of the request, at no charge for the first two (2) requests per engagement.

Exports carry the same boundary as the termination handoff in Agreement §12(F): Client receives all Event Work Product — everything created for this Event — and Coordinator retains Coordinator Templates, meaning blank instruments stripped of this Event's content. Exports also exclude third-party content Coordinator is not licensed to redistribute.

3.6 What the Portal is not. The Portal is a coordination workspace, not the system of record for Client's vendor relationships. Every Vendor contract is between Client and that Vendor directly; a copy stored in the Portal is a convenience copy. Where the Portal displays a Vendor's term — a price, a deadline, a policy, a guarantee — the authoritative statement of that term is the Vendor's own contract with Client

3.7 Security. Portal security measures, subprocessors, and data-handling practices are described in the Monarch Celebrations Privacy Policy, which is incorporated here by reference.

This SLA does not apply to, and Coordinator makes no service-level commitment regarding:

(a) the acts, omissions, timeliness, quality, or solvency of any Vendor; (b) any Vendor term displayed in the Portal (see §3.6); (c) guest conduct, guest attendance, or headcount-dependent vendor minimums (see §1.2); (d) weather, venue closures, utility failures, or any Force Majeure event as defined in the Agreement; (e) failures caused by Client's own equipment, network, or credential handling, including credentials Client shares with third parties; (f) delays caused by Client's failure to provide information, approvals, or payments the Agreement requires; and (g) any period during which the Agreement is suspended for non-payment under the Agreement's late-payment provisions.

5.1 Exclusive remedy. Where Coordinator misses a service level stated in §2 or §3, Client's exclusive remedy is (i) prompt re-performance of the missed communication or restoration of Portal access, and, where Client demonstrates material prejudice, (ii) a schedule credit — additional meeting time or an extended on-site window — proportionate to the miss.

5.2 No fee remedy. A service-level miss does not entitle Client to a refund, fee reduction, or offset beyond the remedies in the Agreement, and does not by itself constitute a material breach

5.3 Claim window. A service-level claim must be raised in writing within thirty (30) days of the event giving rise to it, so the facts can be reconstructed while the engagement is live.

Coordinator may update this SLA for engagements signed after the update's effective date. For a signed engagement, a change to this SLA that reduces a service level requires a written amendment signed by both parties. Coordinator will publish the current version with an effective date and retain prior versions.

Orientation only; the operative provision controls.

• We answer within two business days, same day in your last month, and we're reachable on the

event day itself.

• The portal is included with every package. We keep it running with real effort, and we do not

pretend to be a 24/7 software company — we tell you before planned downtime, and if an outage blocks something you had to do in the portal, you get that time back.

• Your data is yours: ask and we export all of it, during the engagement and for a window after.
• The portal shows you your vendors' documents, but your vendor contracts are between you and

them.

• We don't guarantee headcounts — that's your caterer's contract, not ours.
• If we miss a service level, we fix it and make the time up; it isn't a refund mechanism.