Service Level Agreement (SLA)

1. Service Availability

Uptime Commitment

We guarantee the following uptime percentages based on your plan:

Excluded Downtime

Uptime calculation excludes:

• Scheduled maintenance (notified 7 days in advance)
• Issues caused by your actions or content
• Force majeure events
• Third-party service failures (Stripe, Twilio, etc.)
• Internet service provider outages
• DDoS attacks or other security incidents

2. Support Response Times

Response times apply during business hours (9 AM - 6 PM EST, Monday-Friday). Enterprise plans include 24/7 support.

3. Performance Standards

Page Load Times

• Dashboard: < 2 seconds
• Reports: < 5 seconds
• API responses: < 500ms (95th percentile)

Data Processing

• SMS delivery: Within 5 seconds
• Email delivery: Within 2 minutes
• Invoice generation: Within 10 seconds
• Report generation: Within 30 seconds

4. Data Backup & Recovery

• Backup Frequency: Daily automated backups
• Backup Retention: 30 days
• Point-in-Time Recovery: 7 days
• Recovery Time Objective (RTO): 4 hours
• Recovery Point Objective (RPO): 24 hours

5. Scheduled Maintenance

• Notice Period: 7 days advance notice
• Maintenance Window: Sundays 2 AM - 6 AM EST
• Frequency: Maximum once per month
• Duration: Maximum 4 hours
• Emergency Maintenance: May be performed with 24 hours notice

6. Service Credits

If we fail to meet our uptime commitment, you may be eligible for service credits:

Claiming Credits

• Request credits within 30 days of the incident
• Submit request to support@lead-z.com with details
• Credits applied to next invoice
• Maximum credit: 50% of monthly fee
• Credits are your sole remedy for SLA breaches

7. Monitoring & Reporting

• 24/7 system monitoring
• Real-time status page: status.lead-z.com
• Incident notifications via email/SMS
• Monthly uptime reports available
• Performance metrics dashboard

8. Incident Management

Incident Response Process

1. Detection (automated monitoring or customer report)
2. Triage and priority assignment
3. Initial response and communication
4. Investigation and diagnosis
5. Resolution and testing
6. Post-incident review

Communication

• Status updates every 2 hours during incidents
• Post-incident reports within 5 business days
• Root cause analysis for critical incidents

9. Security Standards

• SOC 2 Type II certified (annual audits)
• ISO 27001 compliant security practices
• GDPR and CCPA compliant
• PCI DSS Level 1 (through Stripe)
• Annual penetration testing
• Quarterly vulnerability assessments

10. Limitations

This SLA does not apply to:

• Beta or preview features
• Free trial accounts
• Accounts with outstanding payments
• Violations of Terms of Service
• Customer misuse or misconfiguration

11. Changes to SLA

We may update this SLA periodically. Material changes will be communicated 30 days in advance. Continued use of the Service after changes constitutes acceptance.

12. Contact