Service Level Agreement

1. Scope

This Service Level Agreement ("SLA") applies to organizations on the Pulse Enterprise plan whose subscription is paid and current. It is part of, and subject to, the Terms & Conditions.

2. Uptime commitment

Pulse will be available at least 99.9% of each calendar month ("Monthly Uptime"). This covers the Pulse web application and its API.

Monthly Uptime = (total minutes in the month − minutes of Downtime) ÷ total minutes in the month. "Downtime" is any period of more than five consecutive minutes in which the application or API is unreachable or answers with server errors, as measured by our external monitoring.

3. Exclusions

Downtime does not include unavailability caused by:

• Scheduled maintenance announced at least 48 hours in advance, up to 4 hours per month.
• Outages, rate limits or changes of third-party platforms Pulse connects to (for example Meta, Google, CallRail, HubSpot, GoHighLevel or AI model providers), including delays in data they deliver.
• Your own systems, network or internet access, or use of the Platform against the Terms.
• Features labeled beta, preview or "coming soon".
• Suspension of your account under the Terms, or events beyond our reasonable control (force majeure).

4. Service credits

If Monthly Uptime falls below the commitment, you are entitled to a credit on that month's Enterprise fee:

• Below 99.9% but at least 99.0%: 10% credit.
• Below 99.0% but at least 95.0%: 25% credit.
• Below 95.0%: 50% credit.

To receive a credit, email support@pulse-analytics.com within 30 days after the end of the affected month with the dates and times of the Downtime. Credits are applied to your next invoice, are not refundable as cash, and never exceed 50% of the monthly fee. Service credits are your sole and exclusive remedy for any failure to meet this SLA.

5. Support response times

Enterprise requests sent to support@pulse-analytics.com or from Help → Contact support get a first response within:

• Critical — Pulse unavailable or data at risk: 4 business hours.
• High — a core feature not working, with no workaround: 1 business day.
• Normal — questions and other issues: 2 business days.

Business hours are Monday to Friday, 9:00 to 18:00 (UTC−3), excluding public holidays.

6. Incident communication

For an incident lasting more than 30 minutes we notify your organization's admins by email, and for any incident that breaches this SLA we send a written summary of cause and remediation within 5 business days.

7. Changes

We may update this SLA; changes never reduce the commitment during a billing period you have already paid for.