Service Level Agreement

Last Modified: July 31, 2025

SALESDASH SERVICE LEVEL AGREEMENT (SLA)

1. Purpose

This Service Level Agreement ("SLA") describes the service availability expectations applicable to the Services provided by Salesdash, LLC ("Provider") under the Software as a Service Agreement, Order Form, and any other applicable agreements (“Main Agreement”). Capitalized terms not defined herein have the definitions set forth in the Main Agreement.

2. Service Availability Commitment

The Provider will use commercially reasonable efforts to ensure that the SaaS platform is available with a Monthly Uptime Percentage of at least 98.5% during each calendar month.

Monthly Uptime Percentage =

(Total Minutes in Month – Downtime Minutes) / (Total Minutes in Month) × 100

Downtime includes any period during which the Service is unavailable due to reasons attributable to the Provider, excluding:

• Scheduled maintenance;
• Downtime due to factors beyond the Provider’s control;
• Failures due to Customer's systems, network, or software;
• Emergency maintenance for critical system protection.

3. Scheduled Maintenance

Scheduled maintenance may occur during off-peak hours ([e.g., 12:00 AM – 4:00 AM UTC]). The Provider will provide prior notice for such maintenance whenever possible.

4. Incident Reporting and Support Response Times

Support is available during business hours (7:00AM to 6:00PM, Central Standard Time) via info@salesdashcrm.com.

Target initial response times are as follows:

• Critical Impact (Service unavailable): Within [e.g., 2 hours]
• High Impact (Severely degraded): Within [e.g., 4 hours]
• Low Impact (Minor issue or request): Within [e.g., 1 business day]

5. Exclusions

This SLA does not apply to:

• Trial or beta versions of the Services;
• Customer-caused incidents;
• Violations of the Provider's Acceptable Use Policy;
• Force majeure events.

6. No Service Credits

This SLA outlines performance objectives only. No service credits or refunds are provided for failure to meet the uptime target.

7. Amendments

The Provider may amend this SLA by providing thirty (30) days’ prior written notice to the Customer.