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Service Level Agreement

Effective: June 11, 2025

Last updated: March 11, 2026

1. Service Overview

This Service Level Agreement ("SLA") defines the performance standards and availability commitments for Genuinelink's LinkedIn outreach platform services.

2. Service Availability

2.1 Uptime Commitment

We commit to maintaining 99.5% uptime for our core services, measured on a monthly basis.

2.2 Service Availability Calculation

Service availability is calculated as:

Availability % = (Total Minutes - Downtime Minutes) / Total Minutes × 100

2.3 Excluded Downtime

The following are excluded from downtime calculations:

  • Scheduled maintenance windows (with 48-hour notice)
  • Emergency maintenance (with reasonable notice when possible)
  • Third-party service outages (LinkedIn, payment processors, etc.)
  • Force majeure events
  • User-caused issues or misconfigurations

3. Performance Standards

3.1 Response Times

We commit to the following response times:

| Service Component | Target Response Time | Measurement | |-------------------|---------------------|-------------| | Web Application | < 2 seconds | 95th percentile | | API Endpoints | < 500ms | 95th percentile | | Database Queries | < 100ms | 95th percentile | | File Uploads | < 5 seconds | 95th percentile | | AI Message Generation | < 10 seconds | 95th percentile |

3.2 Throughput Standards

  • API Requests: Support up to 1000 requests per minute per account
  • Message Processing: Process up to 1000 messages per hour per account
  • Data Synchronization: Sync LinkedIn data within 15 minutes of changes

4. Service Credits

4.1 Credit Calculation

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

| Monthly Uptime | Service Credit | |----------------|----------------| | 99.0% - 99.4% | 5% of monthly fee | | 95.0% - 98.9% | 10% of monthly fee | | 90.0% - 94.9% | 25% of monthly fee | | Below 90.0% | 50% of monthly fee |

4.2 Exclusive Remedy

Service credits are the exclusive remedy for SLA breaches, except where prohibited by law. This limitation does not apply to:

  • Intentional misconduct or gross negligence
  • Data breaches or security incidents
  • Violations of data protection laws
  • Death or personal injury caused by our negligence

4.2 Credit Request Process

To request service credits:

  1. Submit a request within 30 days of the incident
  2. Include details of the service disruption
  3. Provide evidence of the impact
  4. Credits will be applied to your next billing cycle

4.3 Maximum Credits

Service credits are limited to 50% of your monthly service fee and cannot exceed the total amount paid for the affected month.

4.4 Chronic Failure Exit Right

If we fail to achieve at least 95% uptime for three (3) consecutive months, you may:

  • Terminate Rights: Terminate the affected service without penalty
  • Data Export: Request data export in standard formats
  • Transition Support: Receive transition assistance for 30 days
  • Refund: Receive prorated refund for unused service period

5. Support Levels

5.1 Support Tiers

5.1.1 Basic Support (Included)

  • Email support: 48-hour response time
  • Knowledge base access
  • Community forum access
  • Basic troubleshooting

5.1.2 Priority Support (Premium Plans)

  • Email support: 24-hour response time
  • Phone support: Business hours
  • Priority ticket handling
  • Advanced troubleshooting

5.1.3 Enterprise Support (Enterprise Plans)

  • Email support: 4-hour response time
  • Phone support: 24/7 availability
  • Dedicated account manager
  • Custom integrations

5.2 Support Channels

  • Email: [email protected]
  • Phone: [PHONE NUMBER] (Priority and Enterprise only)
  • Live Chat: Available during business hours
  • Help Center: https://help.genuinelink.com

5.3 Business Hours

  • Standard Support: Monday-Friday, 9:00 AM - 6:00 PM CET
  • Priority Support: Monday-Friday, 8:00 AM - 8:00 PM CET
  • Enterprise Support: 24/7 availability

6. Maintenance Windows

6.1 Scheduled Maintenance

  • Frequency: Monthly (typically first Sunday of each month)
  • Duration: Up to 4 hours
  • Notice: 48 hours advance notice
  • Timing: 2:00 AM - 6:00 AM CET

6.2 Emergency Maintenance

  • Notice: As much advance notice as possible
  • Duration: As short as possible
  • Communication: Real-time updates via status page

6.3 Maintenance Communication

We will notify you of maintenance through:

  • Email notifications
  • Status page updates
  • In-app notifications
  • Social media updates

7. Data Protection and Security

7.1 Data Backup

  • Frequency: Daily automated backups
  • Retention: 30 days for standard backups, 1 year for critical data
  • Testing: Monthly backup restoration tests
  • Encryption: All backups encrypted at rest

7.2 Security Measures

  • Encryption: TLS 1.3 in transit, AES-256 at rest
  • Access Controls: Multi-factor authentication required
  • Monitoring: 24/7 security monitoring
  • Updates: Regular security patches and updates

7.3 Security Overview

For detailed security information, see our Security Overview at [SECURITY_OVERVIEW_URL] and Status Page at [STATUS_PAGE_URL].

7.4 Recovery Objectives

  • RTO (Recovery Time Objective): [RTO/RPO] for critical services
  • RPO (Recovery Point Objective): [RTO/RPO] for data recovery
  • Backup Frequency: Daily automated backups
  • Testing: Monthly disaster recovery testing

7.3 Incident Response

  • Detection: Automated monitoring and alerting
  • Response Time: < 1 hour for critical issues
  • Communication: Updates every 2 hours during incidents
  • Resolution: Target resolution within 4 hours for critical issues

8. Service Limitations

8.1 Third-Party Dependencies

Our service depends on third-party providers:

  • LinkedIn API: Subject to LinkedIn's availability and rate limits
  • Cloud Infrastructure: AWS, Google Cloud, or Azure
  • Payment Processors: Stripe, PayPal, etc.
  • Email Services: SendGrid, Mailgun, etc.

8.2 Rate Limits

  • API Calls: 1000 requests per minute per account
  • Message Sending: 1000 messages per hour per account
  • Data Sync: 10,000 records per hour per account
  • File Uploads: 100MB per file, 1GB per day per account

8.3 Geographic Limitations

  • Data Residency: Data stored in EU data centers
  • Compliance: GDPR and local data protection laws
  • Access: Some features may be limited by geographic location

9. Service Level Objectives (SLOs)

9.1 Availability SLOs

  • Core Platform: 99.5% uptime
  • API Services: 99.0% uptime
  • Data Sync: 95.0% success rate
  • Message Delivery: 99.0% success rate

9.2 Performance SLOs

  • Page Load Time: < 2 seconds (95th percentile)
  • API Response Time: < 500ms (95th percentile)
  • Data Processing: < 5 minutes for standard operations
  • AI Generation: < 10 seconds per message

10. Monitoring and Reporting

10.1 Monitoring

We continuously monitor:

  • Service availability and performance
  • Error rates and response times
  • Resource utilization and capacity
  • Security events and threats

10.2 Reporting

We provide:

  • Monthly service reports
  • Real-time status updates
  • Incident post-mortems
  • Performance metrics

10.3 Status Page

Our status page is available at: https://status.genuinelink.com

11. Service Credits and Remedies

11.1 Credit Eligibility

Service credits are available for:

  • Service unavailability below SLA thresholds
  • Performance degradation below SLOs
  • Extended maintenance windows
  • Security incidents affecting service

11.2 Credit Application

Credits are automatically calculated and applied to your next billing cycle.

11.3 Alternative Remedies

In addition to service credits, we may provide:

  • Extended service periods
  • Additional features or capacity
  • Priority support and assistance
  • Custom solutions for critical issues

12. Force Majeure

12.1 Force Majeure Events

We are not liable for service disruptions caused by:

  • Natural disasters
  • Government actions
  • Internet outages
  • Third-party service failures
  • Cyber attacks beyond our control

12.2 Mitigation

We will make reasonable efforts to:

  • Minimize the impact of force majeure events
  • Restore service as quickly as possible
  • Communicate updates regularly
  • Provide alternative solutions when possible

13. Service Changes

13.1 Service Updates

We may update our services to:

  • Improve performance and reliability
  • Add new features and capabilities
  • Enhance security and compliance
  • Fix bugs and issues

13.2 Change Management

For significant changes, we will:

  • Notice Period: Provide [NOTICE_PERIOD] advance notice for material changes
  • Enterprise Deviations: Enterprise customers may have different terms via Order Form/MSA
  • Migration Assistance: Offer migration assistance and support
  • Backward Compatibility: Maintain backward compatibility when possible
  • Training: Provide training and documentation for new features

13.3 SLA Changes

For material SLA changes:

  • Notice: [NOTICE_PERIOD] advance notice required
  • Objection Rights: Customers may object within 30 days
  • Grandfathering: Existing customers may retain current SLA terms
  • Termination Rights: Customers may terminate if changes are unacceptable

14. Termination and Transition

14.1 Service Termination

Upon termination:

  • Data export available for 30 days
  • Service credits prorated and refunded
  • Transition assistance provided
  • Data securely deleted after transition period

14.2 Data Migration

We will assist with:

  • Data export in standard formats
  • Migration to alternative services
  • Documentation and training
  • Technical support during transition

15. Contact Information

For service issues or SLA questions, contact us at [email protected].

16. Governing Law

This SLA is governed by the laws of the Netherlands and is subject to the jurisdiction of Dutch courts.

This Service Level Agreement is effective as of June 11, 2025 and was last updated on March 11, 2026.