Service Level Agreement

1. Overview

This Service Level Agreement ("SLA") is a policy governing the use of Attention Keeper services ("Services") under the terms of the Attention Keeper Terms of Service (the "Terms of Service"). This SLA applies separately to each account using the Services.

Unless otherwise provided herein, this SLA is subject to the terms of the Terms of Service. We reserve the right to change the terms of this SLA in accordance with the Terms of Service.

2. Eligibility

This SLA applies to all paid Attention Keeper customers. All paid plans (Captivate, Engage, Thrive) receive a platform uptime commitment of 99.99%, priority support response times, and eligibility for service credits as described below.

To be eligible for service credits, your account must be in good standing and current on all payments at the time of the downtime event.

3. Uptime Commitment

Attention Keeper commits to providing a Monthly Uptime Percentage of at least 99.99% for all paid plans (Captivate, Engage, Thrive) during any monthly billing cycle.

"Monthly Uptime Percentage" is calculated by subtracting from 100% the percentage of minutes during the month in which the Services were unavailable. Monthly Uptime Percentage measurements exclude downtime resulting directly or indirectly from any SLA Exclusions.

For real-time service status and incident history, visit our status page.

4. Service Credits

If the Monthly Uptime Percentage for a customer's billing cycle falls below 99.99%, that customer is eligible to receive a Service Credit as described below:

Service Credits are calculated as a percentage of the total charges paid by the customer for the Services for the billing cycle in which the unavailability occurred. Service Credits will be applied to future invoices and will not be provided as a refund.

5. Exclusions

The following are not included in the calculation of Monthly Uptime Percentage and do not qualify for Service Credits:

• Scheduled maintenance windows (announced at least 48 hours in advance)
• Force majeure events including natural disasters, war, terrorism, or government actions
• Issues resulting from customer's equipment, software, or third-party technology
• Actions or inactions of the customer or any third party on customer's behalf
• Customer's use of the Services in a manner not authorized by the Terms of Service
• DNS issues outside of Attention Keeper's control

6. Support Response Times

All paid plan customers receive priority support with dedicated response times. The following target response times apply:

7. Scheduled Maintenance

We perform scheduled maintenance to improve and update our Services. For scheduled maintenance:

• We will provide at least 48 hours advance notice via email and in-app notification
• Maintenance windows are typically scheduled during low-usage hours (weekends or late nights)
• We aim to complete maintenance within the announced window

Emergency maintenance may be performed without advance notice when necessary to protect the security or integrity of the Services. We will notify customers as soon as reasonably possible in such cases.

8. Claim Procedure

To receive a Service Credit, you must submit a claim by opening a support ticket within 30 days of the downtime event. The claim must include:

1. The dates and times of the unavailability
2. A description of the issue and how it affected your use of the Services
3. Any relevant logs, error messages, or documentation
4. Your contact information

We will review your claim and respond within 10 business days. If we confirm that the Monthly Uptime Percentage was below 99.99%, we will issue the applicable Service Credit to your account.

9. Limitations

The maximum aggregate Service Credits you may receive for any single monthly billing cycle shall not exceed 50% of the monthly fees for that billing cycle. Service Credits may not be exchanged for, or converted to, monetary amounts.

This SLA states your exclusive remedies for any failure by Attention Keeper to meet the uptime commitment. This SLA does not modify or supersede any other terms in your agreement with Attention Keeper.

10. Contact

If you have questions about this SLA or need to submit a claim, please contact our support team.

Email: support@attentionkeeper.com