Service Level Agreement

Version 1.1 — Effective Date: July 11, 2026   SLA

1. Definitions

• "Downtime" means any period during which the Service is unavailable to Customer, defined as the Service returning HTTP 5xx server error responses or being unreachable for three (3) or more consecutive minutes, as measured by Company's external monitoring systems.
• "Scheduled Maintenance" means pre-announced maintenance windows during which the Service may be temporarily unavailable. Scheduled Maintenance occurs on Sundays from 2:00 AM to 6:00 AM Central Time, with a minimum of 48 hours' advance notice provided via email to the account holder.
• "Monthly Uptime Percentage" means the total number of minutes in a calendar month minus the number of Downtime minutes, divided by the total number of minutes in that calendar month, multiplied by 100.
• "Service Credit" means a non-cash invoice or account billing credit that may be approved as the sole and exclusive remedy for qualifying Downtime. It is calculated as a percentage of the Customer's monthly subscription fee for the month in which the Downtime occurred.
• "Internal Usage Credit" means a product-usage unit used within the Service. Internal Usage Credits never expire due to age or billing-cycle rollover and are not dollars, stored value, invoice credits, Service Credits, or Cash Refunds.
• "Cash Refund" means a return or reversal of money previously paid. A Cash Refund is separate from both a Service Credit and an Internal Usage Credit.

2. Uptime Commitment

The Company commits to maintaining a 99.5% Monthly Uptime Percentage for the Service, measured on a calendar month basis.

This uptime target excludes Scheduled Maintenance windows as defined in Section 1. Scheduled Maintenance is limited to the Sunday 2:00 AM – 6:00 AM Central Time window, with a minimum of 48 hours' advance email notice.

3. Service Credits

If the Company fails to meet the 99.5% Monthly Uptime Percentage in a calendar month, Customer may request a Service Credit. Eligibility and the applicable amount are determined after the Company reviews the request and verifies qualifying Downtime under this SLA.

Service Credit Terms

• The maximum aggregate Service Credit in any single calendar month shall not exceed 50% of the Customer's monthly subscription fee for that month.
• A Service Credit is a non-cash invoice or account billing adjustment. It is not redeemable for cash, is not a Cash Refund, and may not be transferred.
• A Service Credit does not grant, remove, replace, or otherwise change Internal Usage Credits. Internal Usage Credits never expire due to age or billing-cycle rollover.
• Service Credit requests are reviewed and, if approved, processed manually. This SLA does not promise automatic or self-service issuance. The Company will communicate the approved amount and the reasonable method and timing for applying it to the Customer's billing account.

4. Exclusions

The following events are not counted as Downtime for purposes of calculating Monthly Uptime Percentage:

1. Scheduled Maintenance — Pre-announced maintenance during the Sunday 2:00 AM – 6:00 AM Central Time window, provided at least 48 hours' advance email notice was given.
2. Force Majeure — Events beyond the reasonable control of either party, including but not limited to natural disasters, acts of war, terrorism, pandemics, government actions, or failures of the electrical grid.
3. Customer Equipment or Network — Issues caused by Customer's equipment, software, network connectivity, or infrastructure.
4. Third-Party Service Outages — Outages of third-party APIs, data providers, or services that are beyond Company's control (e.g., identity verification providers, county assessor databases).
5. Malicious Traffic — Distributed denial-of-service (DDoS) attacks, brute-force attacks, or other malicious traffic directed at the Service.
6. Customer-Initiated Degradation — Actions taken by Customer or its Authorized Users that degrade Service performance, including excessive API calls beyond rate limits, data imports that exceed system capacity, or misconfigured integrations.
7. Alpha/Beta Features — Features explicitly marked as "Alpha," "Beta," or "Experimental" in the Service interface or documentation.

5. Reporting and Claims

How to Request a Service Credit

1. Customer must submit a Service Credit request within thirty (30) calendar days of the end of the month in which the claimed Downtime occurred.
2. The request must include:
   • The specific dates and times (with time zone) of the claimed Downtime.
   • A description of the impact on Customer's use of the Service.
3. Requests must be submitted via email to support@leadvalidatorpro.com with the subject line: "SLA Credit Request — [Month/Year]."

Verification and Response

• The Company will verify all claims against its internal monitoring data and logs.
• The Company will use commercially reasonable efforts to respond to Service Credit requests within five (5) business days of receipt.
• If the Company confirms that the Monthly Uptime Percentage was below 99.5% for the claimed period (excluding events listed in Section 4), the Company will determine the applicable Service Credit and notify Customer in writing of the approval and manual application steps. Service Credits are not issued automatically through the Service.

6. Sole Remedy

This SLA does not modify, amend, or supersede the Terms of Service or any other agreement between Customer and Company. In the event of a conflict between this SLA and the Terms of Service, the Terms of Service shall govern.