Service Level Agreement

1. Overview

This Service Level Agreement ("SLA") describes the service commitments FIND IT Sales ("we," "us," or "our") provides to customers on paid subscription plans. This SLA is incorporated by reference into our Terms of Service. Free-tier accounts are not covered by this SLA.

2. Platform Availability

We commit to maintaining 99.9% monthly uptime for the FIND IT Sales platform, measured as the percentage of minutes the platform is available during a calendar month, excluding scheduled maintenance.

Service credits are applied to your next billing cycle upon request. Credits do not exceed 50% of your monthly fee and are not redeemable for cash.

3. Scheduled Maintenance

We perform scheduled maintenance during low-traffic windows, typically between 2:00 AM and 6:00 AM Eastern Time on weekdays. We will notify affected customers at least 48 hours in advance of any maintenance expected to exceed 15 minutes. Scheduled maintenance windows are excluded from uptime calculations.

4. Analysis Processing

We commit to the following analysis processing targets:

• Standard analysis: Results returned within 60 seconds for transcripts under 10,000 words
• Large transcripts: Results returned within 5 minutes for transcripts up to 25,000 words (the platform maximum)
• Batch processing: All queued transcripts processed within 30 minutes of submission

Processing times may vary due to AI provider capacity. If our primary AI provider experiences degradation, we automatically fail over to secondary providers to maintain service continuity.

5. Support Response Times

Response times are measured during business hours: Monday through Friday, 9:00 AM to 6:00 PM Eastern Time, excluding US federal holidays. Enterprise customers may negotiate custom support terms.

6. Data Protection

• Encryption: All data is encrypted in transit (TLS 1.2+) and at rest (AES-256). Call transcripts are encrypted with per-organization keys.
• Access control: Role-based access control (RBAC) with five permission levels. Row-level security enforced at the database layer.
• Data isolation: All customer data is scoped by organization. No cross-tenant data access is possible.
• Backups: Automated daily backups with 30-day retention. Point-in-time recovery available within the retention window.
• Data deletion: Upon account termination or request, all customer data is permanently deleted within 30 days.

7. Incident Communication

In the event of a service disruption, we will:

• Acknowledge the incident within 30 minutes of detection
• Provide status updates at least every 60 minutes during active incidents
• Publish a root cause analysis within 5 business days of resolution for Critical-severity incidents
• Notify affected customers via email when service is restored

8. Exclusions

This SLA does not apply to:

• Free-tier accounts
• Features labeled as "beta" or "preview"
• Downtime caused by factors outside our reasonable control, including internet outages, force majeure events, or customer-side issues
• Downtime resulting from actions or inactions of the customer or third parties authorized by the customer
• Scheduled maintenance performed within the designated windows

9. Requesting Service Credits

To request a service credit, contact us at support@finditsales.com within 30 days of the incident. Include the dates and times of the downtime and a description of how it impacted your use of the Service. We will review and respond within 10 business days.

10. Changes to This SLA

We may update this SLA from time to time. Material changes that reduce service commitments will be communicated to paid customers at least 30 days in advance. The current version of this SLA is always available at this URL.

11. Contact

Questions about this SLA? Contact us at support@finditsales.com or visit our Contact page.