Service Level Agreement

1. Introduction

1.1 Purpose

This Service Level Agreement (“SLA”) is incorporated into the Leadpush Terms of Service and applies to all paid subscription customers. It describes Leadpush’s uptime commitments for its marketing automation, email delivery, and related services (“Services”) and the remedies available if those commitments are not met.

1.2 Applicability

This SLA applies only to paid accounts in good standing and does not apply to free or trial accounts.

2. Uptime Commitment

2.1 Monthly Uptime Guarantee

Leadpush will make the Services available 99.9% of the time during each monthly billing cycle (“Uptime Guarantee”).

2.2 Measurement

Monthly uptime is calculated as:

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

3. Service Credits

3.1 Credit Tiers

If Leadpush fails to meet the Uptime Guarantee, you may request a Service Credit based on the table below:

3.2 Credit Limitations

Service Credits will be applied to future invoices and cannot exceed 50% of the monthly subscription fee for the affected month. Credits are non-refundable and non-transferable.

4. Claim Procedure

4.1 Filing a Claim

To receive a Service Credit, you must:

1. submit a written request to billing@leadpush.io within thirty (30) days of the downtime event;
2. include the date, time, and duration of the downtime; and
3. provide any relevant supporting evidence.

4.2 Review Process

Leadpush will review claims using its internal monitoring data and will approve or deny the claim within thirty (30) days.

5. Exclusions

5.1 Scheduled Maintenance

Downtime during scheduled maintenance windows will not count toward the Uptime Guarantee, provided at least twenty-four (24) hours’ notice is given.

5.2 Emergency Maintenance

Downtime resulting from emergency maintenance necessary to protect security, integrity, or stability is excluded.

5.3 External Factors

The Uptime Guarantee does not apply to downtime caused by:

1. failures of third-party providers (e.g., hosting providers, SMS/push providers);
2. email delivery delays due to recipient mail servers, ISPs, or spam filtering;
3. your misuse of the Services;
4. force majeure events such as natural disasters, internet outages, or acts of war.

6. Monitoring

6.1 Official Measurement

Leadpush’s internal monitoring systems will serve as the sole basis for determining uptime and SLA compliance.

7. Exclusive Remedy

7.1 Sole Compensation

Service Credits are your sole and exclusive remedy for any downtime or failure to meet the Uptime Guarantee.