Spotify for Backstage

LAST UPDATED: October 21, 2025

This Service Level Agreement ("SLA") outlines the terms and expectations regarding service availability for the Covered Products identified below. Capitalized terms used but not defined in this SLA will have the same meaning given to them in the Agreement.

Covered Products:
Managed Services:

• Spotify Portal for Backstage

Availability Commitment:
Spotify will use commercially reasonable efforts to meet the target of a monthly availability of at least 99.5% in respect of the Managed Services, excluding planned and emergency maintenance (meaning unscheduled maintenance required to address critical security vulnerabilities, service interruptions, or other conditions that pose an immediate risk to the Managed Services) ("Availability Commitment").

Spotify will seek to provide Customer with at least 72 hours' notice prior to a planned maintenance and at least 60 minutes notice prior to any emergency maintenance.

The Availability Commitment will be calculated per calendar month as follows:

The following definitions will apply with respect to the calculation of the Availability Commitment:

• "Successful Valid Request" means any Valid Request returning a status code other than 500-599.
• "Valid Request" means any HTTP request to core endpoints or Spotify-provided Products, excluding requests to Customer-provided products, health check endpoints, or during scheduled or emergency maintenance.

Measurement and calculation will be performed using Spotify's internal observability system based on metrics collected from Customer's production environment. Upon Customer's written request, Spotify will provide Customer with a summary of the relevant metrics used to measure the Availability Commitment for any month in which Customer claims a Credit under this Agreement.

Service Credits
If Spotify does not meet the Availability Commitment in a given month, Customer will be entitled to request a monthly service credit which will be applied toward future fees for Products owed by Customer to Spotify (the "Credit"). The Credit will be calculated as 10% of the Fees paid for, or attributable to, the month in which the failure to meet the Availability Commitment occurred, and will be applied towards Customer's next payment period. For the avoidance of doubt, Credits will not entitle Customer to any refund or other payment from Spotify.

In order to receive a Credit, Customer must submit a request to backstage-support@spotify.com claiming the Credit within 30 days from the end of the month in which the failure to meet the Availability Commitment occurred. If Customer does not submit a request for Credit within this timeline, Customer will forfeit its rights to receive a Credit.

Availability Commitment Exclusions
The Availability Commitment does not apply to:

• Managed Services provided at no charge or as part of a Trial Product or Early Access Product.
• Failures to meet the Availability Commitment caused by factors outside of Spotify's reasonable control, including but not limited to (i) failures that resulted from your abuse or other behaviors that violate the Agreement, (ii) Customer's software, hardware or systems, Third-Party Products or general Internet outages, (iii) failures that arise from Spotify's suspension or termination of your access to the Managed Service in accordance with the Agreement, or (iv) a force majeure event.

THIS SLA SETS FORTH CUSTOMER'S SOLE AND EXCLUSIVE REMEDY FOR ANY FAILURE OF SPOTIFY TO MEET THE AVAILABILITY COMMITMENT.

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If you have any additional questions about this SLA or require further clarification, please contact our support team at backstage-support@spotify.com or your Customer Success engineer.
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