Service Level Agreement (SLA) Addendum

AutomateWithUs, Inc. d/b/a AutomateWith.Us

Effective Date: July 17, 2026

Last Updated: July 17, 2026

This SLA Addendum is incorporated into and forms part of the Terms of Service. It defines the service levels we commit to for the Platform.

1. Uptime Commitment

We target 99.5% uptime for core Platform services on a monthly basis, calculated as:

(Total minutes in the month − Downtime minutes) ÷ Total minutes in the month × 100

Downtime is any period when core services are unavailable, excluding:

Scheduled maintenance (with reasonable advance notice).
Force majeure events (natural disasters, war, terrorism, government actions, pandemics, infrastructure failures beyond our control, etc.).
Issues caused by your equipment, software, network, configurations, or actions.
Problems with third-party tools, providers, or integrations.
Denial-of-service attacks or other malicious activity beyond our reasonable control.

2. Support Response Times

AI-Assisted Support: Available 24/7 for initial triage and common issues.
Human Escalation: When escalated from AI support, we aim to respond within 24 hours. Urgent or high-priority issues may be prioritized for faster response.

Support is provided in English (other languages on a best-effort basis).

3. Service Credits

If we fail to meet the uptime or support commitments in a calendar month, you may be eligible for service credits as your sole and exclusive remedy:

Credits are calculated as a percentage of the fees paid for the affected services during the impacted period.
Credits are applied to your next invoice and are capped at the fees paid for the affected period.
To claim credits, submit a written request within 30 days after the end of the affected month with details of the incident.
Service credits are non-transferable and have no cash value.

4. Exclusions

This SLA does not apply to:

Beta, preview, free-tier, or non-production features.
Custom development or professional services.
Issues caused by third-party providers or integrations.
Scheduled or emergency maintenance.

5. Sole Remedy

The remedies in this SLA Addendum are your only remedies for any failure to meet the described service levels. The Limitation of Liability section in the Terms of Service applies fully.

6. Modifications

We may update this SLA Addendum with reasonable notice. Continued use of the Service constitutes acceptance of any updates.