Service Level Agreement

1. System Availability

• Platform uptime: 99.9% monthly (backed by Vercel + Google Cloud infrastructure)
• Scheduled maintenance: Sundays 2:00 AM – 6:00 AM Pacific (4-hour window maximum)
• Maintenance notice: 48 hours minimum advance notice via email

2. Response Times by Plan

| Service | Smart Presence | Growth Core | Smart App | | --- | --- | --- | --- | | Missed Call Text-Back | < 30 seconds | < 30 seconds | < 30 seconds | | Review Request Delivery | < 5 minutes | < 5 minutes | < 5 minutes | | Support Response | 48 hours | 48 hours | 2 hours | | Support Channels | Email | Email | WhatsApp + Email + Phone | | Strategy Calls | None | None | Monthly (30 min) |

3. Deployment SLA

• System go-live: Within 7 business days of onboarding completion
• Website design: Within stated delivery window per plan
• Custom AI training (Smart App): Within 14 days of content receipt

4. Data Backup

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

5. Reporting

• Monthly performance reports: Delivered on the 1st of each month
• Real-time dashboard: Accessible 24/7 at gilnex.com/account