Service Level Agreement (SLA)
Effective Date: March 2026
This Service Level Agreement ("SLA") is incorporated into and forms part of the Agreement between InspectU, Inc. ("InspectU") and the Customer. This SLA sets forth the service availability commitments, support levels, and remedies applicable to the InspectU platform.
1. Service Availability Commitment
InspectU commits to a Monthly Uptime Percentage of 99.9% for the InspectU platform (the "Service Availability Commitment").
2. Definitions
| Term | Definition |
| Uptime | Any period during which the Platform is accessible and materially functional, meaning core features (including login, inspections, audits, checklists, reports, and training modules) are operational. |
| Downtime | Any period of 5 or more consecutive minutes during which the Platform is unavailable or materially non-functional for all or a substantial portion of users, as measured by InspectU's monitoring systems. |
| Scheduled Maintenance | Planned maintenance activities for which InspectU provides at least 48 hours' advance notice. Scheduled Maintenance is performed during off-peak hours (Saturday 12:00 AM to 6:00 AM Central Time). |
| Monthly Uptime Percentage | Calculated as: ((Total Minutes in Month - Downtime Minutes) / Total Minutes in Month) x 100. Scheduled Maintenance and Excluded Downtime are not counted as Downtime. |
3. Exclusions from Downtime
The following events shall not be counted as Downtime for purposes of calculating the Monthly Uptime Percentage:
- Scheduled Maintenance performed in accordance with Section 2 above.
- Force majeure events, including but not limited to natural disasters, acts of war, terrorism, pandemics, government actions, or other events beyond InspectU's reasonable control.
- Outages or performance issues caused by the Customer's internet connectivity, equipment, software, or network infrastructure.
- Outages caused by third-party service providers, including but not limited to AWS regional failures, DNS provider outages, or CDN disruptions.
- Actions or omissions by the Customer or the Customer's users, including but not limited to misconfiguration, unauthorized modifications, or excessive API usage.
- DNS propagation delays following changes initiated by the Customer or by InspectU at the Customer's request.
4. Service Credits
If InspectU fails to meet the Service Availability Commitment, the Customer shall be eligible for Service Credits as follows:
| Monthly Uptime Percentage | Service Credit | Description |
| 99.0% to < 99.9% | 10% | 10% credit of the monthly fees attributable to the affected services. |
| 95.0% to < 99.0% | 25% | 25% credit of the monthly fees attributable to the affected services. |
| Below 95.0% | 50% | 50% credit of the monthly fees attributable to the affected services. |
Maximum Credit: The maximum total Service Credit for any given calendar month shall not exceed 50% of the monthly fees for the affected services.
Service Credits shall be applied as a credit to the Customer's next billing cycle. Service Credits are not refundable as cash and may not be transferred to other accounts or services. Service Credits are the Customer's sole and exclusive remedy for InspectU's failure to meet the Service Availability Commitment.
5. Credit Request Process
To receive Service Credits, the Customer must:
- Submit a credit request within 30 calendar days of the Downtime incident.
- Include the following information in the request: date of the incident, start and end time of the Downtime (in Central Time), duration of the Downtime, and a description of the issue experienced.
- Submit the request to: support@inspectupro.com with the subject line "SLA Credit Request."
- InspectU will review the request and respond within 15 business days.
InspectU will verify the Downtime using its internal monitoring systems. If the request is approved, the Service Credit will be applied to the next billing cycle. If denied, InspectU will provide a written explanation.
6. Support Tiers
| Support Tier | Details |
| Standard (Included) | Email support at support@inspectupro.com. Response time: Within 1 business day. Availability: Monday through Friday, 8:00 AM to 6:00 PM Central Time (excluding U.S. federal holidays). |
| Priority (Paid Add-On) | Phone and email support. Response time: Within 4 hours for Critical and High severity issues. Availability: Monday through Friday, 7:00 AM to 9:00 PM Central Time. Dedicated support contact. Priority queue for issue resolution. |
7. Incident Severity Levels
| Severity | Description |
| Critical | The Platform is completely unavailable or a core function is entirely non-operational, affecting all or substantially all users. No workaround is available. |
| High | A major feature of the Platform is unavailable or significantly impaired. No reasonable workaround is available. Business operations are materially impacted. |
| Medium | A feature of the Platform is degraded or partially impaired. A reasonable workaround is available. Business operations are affected but can continue. |
| Low | A minor issue, cosmetic defect, or non-urgent request. The issue does not materially affect business operations or Platform functionality. |
8. Incident Communication
InspectU will communicate with Customers regarding incidents as follows:
- Status Page: InspectU maintains a status page at [status.inspectupro.com] where real-time and historical platform status is published.
- Email Notifications: For Critical and High severity incidents, InspectU will send email notifications to Customer administrators.
- Post-Incident Reports: For Critical severity incidents, InspectU will provide a written post-incident report within 5 business days of resolution, including root cause analysis, impact assessment, and corrective actions taken.
9. Platform Updates and Changes
InspectU may update, modify, or enhance the Platform from time to time. For material changes that may affect the Customer's use of the Platform, InspectU will provide reasonable advance notice (typically at least 30 days for significant changes). Emergency updates or patches required to address security vulnerabilities or critical issues may be deployed without advance notice.