Terms of Service

Effective date: October 1, 2026

1. Introduction

These Terms of Service (the "Terms") govern access to and use of the Sara AI platform, websites, mobile and web applications, APIs, and related services (collectively, the "Service"). The Service is provided by Simplicity USA Inc., with a mailing address at 3000 El Camino, Palo Alto, CA 94306. By creating an account or accessing the Service, you agree to be bound by these Terms. If you are using the Service on behalf of an organization, you represent that you have the authority to bind that organization. These Terms serve as the end-user license agreement for our mobile applications; if you access the Service through an app downloaded from the Apple App Store, the additional terms in Section 19 also apply.

2. Who May Use the Service

You must be at least 18 years old to use the Service. Users must be licensed real estate professionals or team members under a licensed brokerage. You are responsible for ensuring that your use of the Service complies with all applicable laws and brokerage regulations.

Geography

The Service currently operates only in the United States. You may not use the Service to provide services in jurisdictions where you lack proper authorization.

3. Accounts, Security, and Account Deletion

You must provide accurate account information and keep your credentials confidential. You are responsible for all activities that occur under your account. Report any unauthorized use or security incidents to support@onesimplicity.com immediately.

Account Deletion

You may delete your account at any time from Settings within the Service — including directly within our mobile apps — or by contacting support@onesimplicity.com. Account deletion removes your personal data and Customer Content as described in our Privacy Policy. Deleting your account does not by itself cancel an active subscription: cancel subscriptions purchased on our website in the billing portal, and subscriptions purchased through the Apple App Store in your Apple account's subscription settings.

Organizational Accounts

Where a brokerage serves as the Customer-of-Record, that entity controls seat assignments, access permissions, and retention settings for its agents. The Company may rely on instructions from brokerage administrators regarding account management, including suspension or termination. Billing occurs between the Company and the brokerage rather than with individual agents, unless a separate direct plan exists in writing.

4. Subscriptions, Fees, and Taxes

Plans and Billing

The Service is offered through paid subscription plans described on our pricing page, which states the price, billing period, and included usage for each plan. Subscriptions purchased on our website are billed in advance on a recurring basis (e.g., monthly) and processed by our payment processor, Stripe. You can view invoices, update payment methods, change plans, and cancel through the billing portal in your account settings.

Auto-Renewal and Cancellation

Your subscription automatically renews at the end of each billing period at the then-current rate until you cancel. You may cancel at any time; cancellation takes effect at the end of the current billing period, and you retain access until then. Except where required by law, partial billing periods are not refunded or prorated.

Price Changes

We may change subscription prices with at least 30 days' advance notice. Price changes take effect at your next renewal. If you do not agree to a price change, you may cancel before it takes effect.

Purchases Through the Apple App Store

You may also purchase a subscription through our iOS app using Apple's in-app purchase. In that case, payment is charged to your Apple account and is subject to the App Store terms and Apple's applicable payment policies. App Store subscriptions renew automatically at the price and billing period shown at purchase unless auto-renewal is turned off at least 24 hours before the end of the current period, and are managed and cancelled in your Apple account's subscription settings — not through our billing portal. Refunds for App Store purchases are handled by Apple under its refund policies; we cannot issue refunds for payments processed by Apple. A subscription purchased on one platform (our website or the App Store) provides access to the Service across all platforms.

Customer-of-Record Billing

Where a brokerage serves as the Customer-of-Record, the brokerage bears responsibility for fees associated with its agents, and individual agents are not charged by Simplicity for those seats unless a separate direct subscription exists.

Taxes

Fees exclude applicable taxes. You (or the Customer-of-Record, where applicable) assume responsibility for taxes, duties, or government charges other than the Company's income taxes.

Refunds and Credits

Except where required by law, expressly provided in a signed enterprise agreement, or handled by Apple for App Store purchases, fees are non-refundable and service credits are not provided for lack of use after activation or for third-party outages.

5. Your Content; Listings; Client Data

Customer Content and Licensing

You may submit prompts, MLS data, listing details, comparable properties, lifestyle maps, property photos, client names and contact information, and other materials ("Customer Content"). You retain all rights to your Customer Content. The Company receives a worldwide, non-exclusive, royalty-free license to host, process, transmit, display, and otherwise use Customer Content solely to operate, maintain, and improve the Service; to comply with law; and to prevent fraud, abuse, and security incidents.

Client Communications

The Service currently generates shareable links and downloadable PDFs for manual distribution via email, text, or other communication channels. The Service does not send emails or SMS on your behalf.

Compliance Responsibility

If you distribute outputs externally, you bear sole responsibility for ensuring compliance with marketing, advertising, privacy, and communications laws including CAN-SPAM and TCPA, as well as brokerage policies. Content obligations for AI Output — pre-delivery review, valuation disclosures, and fair housing — are set out in Section 6.

MLS Compliance

The Service does not automatically insert MLS/IDX attributions, does not enforce MLS data retention periods, and does not verify your board authorization. You bear sole responsibility for ensuring all MLS data usage—including display, attribution, re-dissemination, and retention—complies with applicable MLS/IDX board rules and brokerage policies. Before exporting, sharing, or publishing MLS-derived content, you must manually review and insert required attributions, disclaimers, and consumer-facing notices. Where that content includes AI Output, the review required by Section 6 applies at the same time. MLS data misuse may result in Service access suspension or termination.

6. AI Output, Valuations, and Reports

This Section covers everything the Service generates for you: chat answers, comparable-sales analyses and estimated value ranges, market and neighborhood summaries, lifestyle and school information, listing and marketing copy, generated and virtually staged images, and any report, PDF, or share link built from them (together, "AI Output"). Where a single item is both Customer Content and AI Output, this Section governs it as AI Output. Section 19 controls over this Section as to the matters Section 19 addresses.

The Company assigns to you its rights, if any, in the AI Output. The Company retains all rights in the Service, models, prompts, and systems generating AI Output. AI Output is not unique: other users may receive similar or identical output, you receive no exclusivity in it, and the assignment does not extend to other users' output, to third-party data displayed in the Service, or to any underlying model or dataset.

How the Service Produces AI Output

AI Output is produced by probabilistic models that predict likely content from the data available to them. They do not verify facts, do not inspect properties, and cannot tell you what they do not know. AI Output can therefore be inaccurate, incomplete, outdated, internally inconsistent, or fabricated — including statements about real properties, real transactions, and real people, and including numbers, dates, and citations that look precise. Source data drawn from MLS feeds, public records, school and neighborhood providers, and other third parties is supplied by those third parties and is not independently verified by the Company, and we make no representation about its accuracy, currency, or completeness.

You Are the Licensed Professional Responsible for the Work

AI Output is decision support. It is not a sole source of truth, not a substitute for your own professional judgment, licensed expertise, or independent verification against source records, and not legal, financial, lending, tax, insurance, appraisal, or other professional advice. You remain the licensed professional responsible for any analysis, recommendation, or advice you give, and for the decisions you and your clients make. Nothing in these Terms replaces your own legal, regulatory, professional, or ethical obligations.

You represent that you hold, or act under the supervision of a person who holds, the license and brokerage authority required for the work you use the Service to perform, and you will tell us if that changes. Where an account is used by team members who are not themselves licensed, the supervising licensed professional is responsible for the review required below and for everything delivered under their name or license.

Review Before You Export, Share, or Deliver

Before exporting, sharing, publishing, or delivering any AI Output — including generating a PDF or share link, sending Output to a client, or using it in a listing or advertisement — you must:

• Verify against source records every estimated value or value range you present, and for each comparable property its address, closed price, close date, and living area;
• Read in full any narrative, marketing, neighborhood, or lifestyle text that will reach a consumer;
• Review the rest for apparent error, and correct or remove anything you cannot support; and
• Adopt the result as your own professional work product.

Where the content also includes MLS-derived material, the attribution and notice steps in Section 5 apply at the same time. Where you generate AI Output in batches, this review applies to each item before that item is delivered. You may not deliver AI Output to a consumer without it. The Service may require you to confirm that you have completed this review before it will export or share AI Output, and may record that confirmation.

Estimated Values Are Not Appraisals

An estimated value, value range, or comparable-sales analysis produced by the Service is generated automatically from available data and is decision support that you review and adopt as your own comparative market analysis. It is not an appraisal. It is not prepared by a licensed or certified appraiser, is not prepared in conformity with the Uniform Standards of Professional Appraisal Practice (USPAP), does not include any physical or visual inspection of the property or its surroundings, and is not a guarantee, representation, or warranty of value or condition. It is prepared solely for you as the licensed subscriber, and no other person is an intended user of it.

You may not, and you may not authorize anyone else to:

• Provide AI Output to a lender, mortgage originator, secondary-market issuer, insurer, appraiser, or consumer reporting agency for use in a credit, lending, securitization, underwriting, appraisal, or appraisal-review decision, or represent it as a basis for one;
• Use AI Output in place of an appraisal where an appraisal, or the opinion of a licensed or certified appraiser, is required by law, by a court, or by a lender; or
• Use AI Output to screen any person for tenancy, credit, or insurance.

The Company is not a consumer reporting agency, AI Output is not a consumer report, and AI Output may not be used for any purpose governed by the Fair Credit Reporting Act. If you are asked for a valuation for a lending, insurance, tax, estate, or litigation purpose, tell the requester that an appraisal by a licensed or certified appraiser is required for that purpose.

The Service renders, on every exported report and share link that displays an estimated value, a notice stating that the analysis was produced using automated analysis of MLS and public-record data, that it was reviewed and adopted by the licensed professional named on it, that automated estimates can be materially inaccurate, that it is not an appraisal and was not prepared under USPAP, and that it should not be used for any lending, credit, insurance, tax, or legal purpose — together with the date of the analysis and its data sources. You may not remove, obscure, or alter that notice. If you communicate an estimated value in any other form, including verbally or in a document you prepare yourself, you must communicate the substance of that notice with it.

No Automated Decisions About People

You may not use the Service, or configure any system or workflow using the Service, to make or materially determine a decision that has a legal or similarly significant effect on an individual — including whether a person may buy, rent, or occupy a dwelling, and on what terms — without the meaningful review and independent judgment of a licensed professional. The Service is not designed or authorized to make such decisions.

Fair Housing

We design and test the Service with the aim of describing properties and locations rather than the people who live in an area; of presenting school, crime, and similar third-party information as attributed data rather than as a characterization of whom a neighborhood suits; and of declining requests for content keyed to a protected class. We do not represent that these measures are complete or effective, and they do not replace the review required above.

You must comply with the federal Fair Housing Act and all applicable state and local fair housing, anti-discrimination, advertising, licensing, and record-keeping requirements. You may not ask the Service to produce, and you may not publish, deliver, or act on, AI Output that indicates a preference, limitation, or discrimination based on race, color, religion, sex, sexual orientation, gender identity, familial status, national origin, disability, source of income, or any other characteristic protected by applicable law, or that uses a proxy for one — including the demographic composition of an area, references to houses of worship, or characterizations such as "safe," "good schools," "family-friendly," or "exclusive" applied to the people in a neighborhood rather than to a property. You may not select, filter, target, or exclude any property, audience, or recipient on the basis of a protected characteristic or a proxy for one, and you may not use school, crime, demographic, or lifestyle content to steer any person toward or away from any area or property. Neighborhood and lifestyle content must be generated from the location of the property and not from any characteristic of a prospective buyer or tenant.

If the Service produces output you believe is discriminatory, defamatory, or otherwise objectionable, stop using that output and report it to us in the Service or at support@onesimplicity.com. We review reports we receive within the response times in Section 21, and we may remove content, adjust the Service, and suspend or terminate accounts that misuse it.

Generated and Virtually Staged Images

Virtually staged and other generated images depict a possibility, not a property's actual condition, and may add, remove, or alter features. You must label every such image as virtually staged or AI-generated wherever it appears, retain the unaltered original, and follow your MLS and brokerage rules on image manipulation. You may not use generated images to conceal a defect or otherwise misrepresent a property.

Delivering AI Output to Clients and Others

When you deliver AI Output to a client or anyone else, you deliver it as your own work product. You may not present AI Output as the Company's advice, opinion, valuation, or endorsement, as verified or independently confirmed, or as an appraisal, and you may not identify the Company as the author or preparer of any report or statement you issue. You must include the attributions, disclosures, and consumer notices required by this Section, by Section 5, and by your MLS, brokerage, and state license law. As between you and the Company, the Company owes no contractual duty to your clients or other recipients of AI Output, and no such person is a third-party beneficiary of these Terms except as expressly provided in Section 19. Nothing in this paragraph affects the Company's responsibilities under Section 19.

Allocation of Responsibility

As between you and the Company, and to the maximum extent permitted by applicable law, you are responsible for the AI Output you rely on, adopt, publish, or deliver, and for your compliance with this Section.

IMPORTANT — YOUR REMEDIES AGAINST THE COMPANY ARE LIMITED. WARRANTIES, INCLUDING ANY WARRANTY THAT AI OUTPUT IS ACCURATE, ARE DISCLAIMED UNDER SECTION 13. THE COMPANY'S LIABILITY FOR AI OUTPUT, INCLUDING ANY ESTIMATED VALUE, IS CAPPED UNDER SECTION 14. READ SECTIONS 13 AND 14 BEFORE YOU RELY ON AI OUTPUT.

7. Acceptable Use

You agree not to:

• Use the Service in violation of law, regulation, professional standards, or MLS/IDX rules;
• Upload or generate unlawful, discriminatory, infringing, defamatory, deceptive, or privacy-invasive content;
• Use AI Output in any way prohibited by Section 6, including providing it to a lender, insurer, appraiser, or consumer reporting agency for use in their decision, or using it to make or materially determine a decision about a person without a licensed professional's review;
• Distribute AI Output without the review, attributions, and notices required by Sections 5 and 6, or remove, obscure, or alter a required notice;
• Attempt reverse engineering, interference with, or circumvention of security or rate limits;
• Use the Service to develop competing models or benchmark for publication without written consent;
• Submit Sensitive Data such as social security numbers, payment card numbers outside payment forms, HIPAA-protected health information, consumer report information obtained from a consumer reporting agency or otherwise governed by the Fair Credit Reporting Act, or children's data.

8. Third-Party Services & Model Providers

The Service uses third-party hosting, analytics, email/SMS delivery, MLS/IDX vendors, payment processors, and AI model providers. Feature use may be subject to their terms and privacy policies, and you agree to comply with applicable third-party terms when using the Service. The Company does not grant you rights to underlying models or datasets.

The Service depends on external platforms and networks (including cloud infrastructure, MLS/IDX data sources, and AI model providers) which may experience delays, rate limits, degraded performance, or outages. To the maximum extent permitted by law, the Company bears no liability for unavailability, delays, or errors caused by such third parties or the public internet.

9. Intellectual Property; License to Our Apps

The Service (including software, UX, models, prompts, templates, and documentation) is owned by the Company and its licensors and is protected by intellectual property laws. Except for the limited rights expressly granted herein, no rights are granted by implication. Feedback you provide may be used by the Company without restriction.

App License

Subject to these Terms, the Company grants you a limited, non-exclusive, non-transferable, revocable license to install and use our mobile applications on devices you own or control, solely to access the Service. The applications are licensed to you, not sold.

10. Confidentiality

The Company treats Customer Content as confidential and uses it only for service provision, except where disclosure is legally required or prevents harm. You agree to keep the Company's non-public information, including undisclosed pricing, confidential.

11. Privacy

How we collect, use, and share personal information is detailed in our Privacy Policy, which forms part of these Terms.

12. Changes to the Service and Terms

The Company may modify the Service, features, or fees, and update these Terms periodically. Material changes will receive in-app notification. Changes take effect upon posting unless a later date is specified. Continued use of the Service after changes become effective constitutes acceptance. If you disagree with any changes, you must stop using the Service and cancel your subscription.

13. Disclaimers

THE SERVICE AND AI OUTPUT ARE PROVIDED "AS IS" AND "AS AVAILABLE." TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, AND EXCEPT AS EXPRESSLY STATED IN SECTION 21, WE DISCLAIM ALL WARRANTIES, EXPRESS, IMPLIED, STATUTORY OR OTHERWISE, INCLUDING MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, ACCURACY, TITLE, AND NON-INFRINGEMENT. WE DO NOT WARRANT THAT AI OUTPUT IS ACCURATE, COMPLETE, CURRENT, OR CORRECT, OR THAT THE SERVICE WILL BE UNINTERRUPTED OR ERROR-FREE. TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, YOUR USE OF AI OUTPUT IS AT YOUR OWN RISK, AND YOU WILL NOT RELY ON AI OUTPUT AS A SOLE SOURCE OF TRUTH OR AS A SUBSTITUTE FOR YOUR OWN PROFESSIONAL JUDGMENT AND VERIFICATION.

Section 6 sets out what AI Output is, how it must be reviewed before you deliver it, and what it may not be used for, including that an estimated value is not an appraisal. This Section is subject to Section 14, which states the limits that apply to these Terms as a whole and the liabilities that are not limited at all.

14. Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, NEITHER THE COMPANY NOR ITS SUPPLIERS WILL BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, EXEMPLARY, OR PUNITIVE DAMAGES, OR FOR LOSS OF PROFITS, REVENUE, GOODWILL, DATA, OR BUSINESS INTERRUPTION, EVEN IF WE HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, THE COMPANY'S TOTAL LIABILITY FOR ALL CLAIMS RELATING TO THE SERVICE OR AI OUTPUT WILL NOT EXCEED THE GREATER OF (A) THE AMOUNTS PAID FOR THE SERVICE BY YOU OR ON YOUR BEHALF IN THE 12 MONTHS BEFORE THE EVENT GIVING RISE TO THE LIABILITY, OR (B) ONE THOUSAND U.S. DOLLARS ($1,000). NOTHING IN THESE TERMS LIMITS OR EXCLUDES LIABILITY FOR FRAUD OR FRAUDULENT MISREPRESENTATION, WILLFUL INJURY TO PERSON OR PROPERTY, GROSS NEGLIGENCE, DEATH OR PERSONAL INJURY CAUSED BY NEGLIGENCE, VIOLATION OF LAW, OR ANY OTHER LIABILITY THAT CANNOT BE LIMITED OR EXCLUDED UNDER APPLICABLE LAW. THE LIMITATIONS IN THESE TERMS APPLY ONLY TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW.

Some jurisdictions do not allow certain limitations or exclusions of warranties or liability, so parts of these Terms may not apply to you and you may have additional rights. If any limitation in these Terms is held unenforceable, it will be enforced to the greatest extent permitted by applicable law rather than disregarded. Liability for third-party platforms and networks is addressed in Section 8.

15. Indemnification

You will defend, indemnify, and hold the Company and its affiliates, officers, directors, employees, and agents harmless from and against any claims, damages, losses, liabilities, costs, and expenses (including reasonable attorneys' fees) arising from:

• Your Customer Content;
• Your use of, reliance on, publication of, or delivery to any third party of AI Output;
• Violation of law or these Terms; or
• Disputes between you and clients, brokerages, or third parties.

This indemnity does not apply to any claim to the extent it arises from the Company's own negligence, gross negligence, fraud, willful misconduct, or violation of law, or from a defect in the Service, the models, or the Company's data ingestion or processing; and it does not apply to any claim whose substance is that AI Output was factually wrong as generated by the Service and not altered by you. It does not limit the Company's responsibilities under Section 19 or any liability that cannot be limited under applicable law, and it applies only to the maximum extent permitted by applicable law. The Company will give you prompt notice of any claim for which it seeks indemnity and reasonable cooperation, and may assume or participate in the defense with counsel of its choice; neither party will settle a claim in a way that admits the other party's liability or imposes an obligation on it without that party's consent.

16. DMCA / Copyright Policy

The Company respects intellectual property rights. Copyright infringement claims should include your contact information, identification of the copyrighted work, identification of the infringing material, a good-faith belief statement, a statement under penalty of perjury, and your physical or electronic signature. The Company may remove content and terminate repeat infringers.

17. Governing Law; Arbitration; Venue

These Terms are governed by California law, excluding conflict-of-laws rules. Disputes are resolved through binding arbitration in Santa Clara County, California, under American Arbitration Association Commercial Arbitration Rules. You and the Company waive jury trial rights and class action participation rights. This waiver does not apply to, and arbitration does not cover, any claim for public injunctive relief, which may be brought only in a court of competent jurisdiction and will be stayed pending arbitration of any arbitrable claims. If the class-action waiver is held unenforceable as to any claim, that claim will be severed and heard in court and the rest of this Section will continue to apply; if any other part of this Section is held unenforceable, it will be severed and the rest will remain in effect. If the American Arbitration Association determines that its Consumer Arbitration Rules apply to you, those rules govern, and the Company will pay any filing, administrative, and arbitrator fees that exceed the cost of filing the same claim in court.

Carve-outs

Either party may seek temporary or preliminary injunctive relief in a court of competent jurisdiction to protect confidential information or intellectual property, and may bring individual actions in small-claims court.

Opt-out

You may opt out of arbitration within 30 days of first agreeing to these Terms by emailing operations@onesimplicity.com with the subject line "Arbitration Opt-Out."

18. Export and Sanctions

You may not use the Service in violation of U.S. export control or sanctions laws or in U.S.-embargoed jurisdictions. You represent that you are not a prohibited or restricted party.

19. Apple App Store Terms

The following additional terms apply when you use any version of our mobile application obtained from the Apple App Store (the "App") on an Apple-branded device. In the event of a conflict between this Section 19 and the rest of these Terms with respect to the App, this Section 19 controls.

Acknowledgement

These Terms are concluded between you and Simplicity USA Inc. only, and not with Apple Inc. ("Apple"). The Company, not Apple, is solely responsible for the App and its content. Your use of the App must also comply with the Apple Media Services Terms and Conditions (including the Usage Rules).

Scope of License

The license granted to you for the App is a non-transferable license to use the App on any Apple-branded products that you own or control, as permitted by the Usage Rules set forth in the Apple Media Services Terms and Conditions, except that the App may be accessed and used by other accounts associated with you via Family Sharing or volume purchasing.

Maintenance and Support

The Company is solely responsible for providing any maintenance and support services with respect to the App, as specified in these Terms or as required under applicable law. Apple has no obligation whatsoever to furnish any maintenance and support services with respect to the App.

Warranty

The Company is solely responsible for any product warranties, whether express or implied by law, to the extent not effectively disclaimed. In the event of any failure of the App to conform to any applicable warranty, you may notify Apple, and Apple will refund the purchase price (if any) you paid for the App. To the maximum extent permitted by applicable law, Apple will have no other warranty obligation whatsoever with respect to the App, and any other claims, losses, liabilities, damages, costs, or expenses attributable to any failure to conform to any warranty will be the Company's sole responsibility.

Product Claims

The Company, not Apple, is responsible for addressing any claims by you or any third party relating to the App or your possession and/or use of the App, including: (i) product liability claims; (ii) any claim that the App fails to conform to any applicable legal or regulatory requirement; and (iii) claims arising under consumer protection, privacy, or similar legislation. Nothing in these Terms limits the Company's liability to you beyond what applicable law permits.

Intellectual Property Claims

In the event of any third-party claim that the App or your possession and use of the App infringes that third party's intellectual property rights, the Company, not Apple, will be solely responsible for the investigation, defense, settlement, and discharge of any such claim.

Legal Compliance

You represent and warrant that (i) you are not located in a country that is subject to a U.S. Government embargo, or that has been designated by the U.S. Government as a "terrorist supporting" country; and (ii) you are not listed on any U.S. Government list of prohibited or restricted parties.

Developer Contact

Questions, complaints, or claims with respect to the App should be directed to: Simplicity USA Inc., 3000 El Camino, Palo Alto, CA 94306, support@onesimplicity.com.

Third-Party Terms of Agreement

You must comply with applicable third-party terms of agreement when using the App (for example, your wireless data service agreement).

Third-Party Beneficiary

Apple and Apple's subsidiaries are third-party beneficiaries of these Terms as they relate to your license of the App. Upon your acceptance of these Terms, Apple will have the right (and will be deemed to have accepted the right) to enforce these Terms against you as a third-party beneficiary thereof.

20. Miscellaneous

These Terms (together with the Privacy Policy and any referenced documents) constitute the entire agreement between you and the Company regarding the Service and supersede all prior agreements. Unenforceable provisions are modified minimally; the remainder stays in effect. You may not assign these Terms without consent; the Company may assign them in connection with a merger, acquisition, or asset sale. Only written waivers are effective.

21. Service Levels (SLA)

The Company targets 99% monthly uptime for the web platform.

Incident Classification

• Critical: Platform completely unavailable.
• High: Major functionality severely impacted.
• Medium: Operational with limited functionality or degraded performance.
• Low: Minor issues with minimal impact.

Response Times

• Critical: within 24 hours
• High: within 48 hours
• Medium: within 72 hours
• Low: within 96 hours or as agreed

Response times refer to acknowledgment and commencement of reasonable efforts; they are not guarantees of resolution within those timeframes. Report incidents to support@onesimplicity.com. Outages caused by third-party platforms or networks are excluded from uptime calculations and do not trigger service credits unless expressly provided in a separate enterprise agreement.

For questions about these Terms, contact us at:
Simplicity USA Inc.
Mailing address: 3000 El Camino, Palo Alto, CA 94306
support@onesimplicity.com