Service Level Agreement and Support Terms

Service Availability

The Company will use commercially reasonable efforts to make the Services available and to provide support and maintenance as described in the Agreement and, if applicable, the Company's then-current service level and support information made available on its website or otherwise provided to Client. The Services are provided on a shared, internet-accessed basis, and availability and performance may be affected by excluded events and other factors outside the Company's reasonable control.

• Natural calamities (including earthquakes, floods, fires, severe weather, and other acts of God), governmental actions, wars, terrorism, civil unrest, labor disturbances, cyberattacks, internet or telecommunications failures, carrier outages, utility failures, and other unforeseen circumstances beyond the Company's control.
• Disruptions, degradation, or failures in access circuits, internet service providers, cloud infrastructure, hosting environments, or connections to the hosting service backbone.
• Issues arising from the Client's internal systems, networks, devices, configurations, Dealer systems, CRM or DMS environments, integrations, data, or personnel.
• DNS problems and other domain, routing, email deliverability, certificate, or related third-party service issues that are not within the Company's control.
• Scheduled, emergency, routine, or preventative maintenance activities, releases, patches, upgrades, or other maintenance-related downtime or degradation (including as detailed below).
• Failures, delays, blocks, suspension, throttling, filtering, unavailability, or other acts or omissions of third-party products, platforms, or services, including CRM, DMS, OEM, identity, hosting, payment, telephony, messaging, email, or analytics providers.
• Carrier, aggregator, short code, long code, 10DLC/A2P registration, sender reputation, vetting, filtering, blocking, suspension, throughput limitation, or deliverability issues, including those resulting from Client content, campaigns, consent practices, registration status, or use of third-party numbers or sender IDs.

Planned Maintenance

The Company may perform scheduled, emergency, or other maintenance from time to time. The Company will endeavor to provide advance notice of planned maintenance that is expected to materially interrupt the Services when reasonably practicable, but the Company may undertake maintenance without prior notice where necessary for security, legal compliance, emergency response, system integrity, or service reliability. Maintenance may be scheduled during periods the Company believes are likely to minimize disruption, but the Company does not guarantee uninterrupted availability during any maintenance window.

Incident Response

During the applicable support hours described by the Company from time to time, the Company will use commercially reasonable efforts to review and respond to Client-reported issues relating to the Services. Before reporting an issue, the Client should use reasonable efforts to confirm that the issue is related to the Services and not external software, dealer systems, telecommunications services, carriers, A2P/10DLC requirements, third-party technology/services, or other factors outside the Company's control. The Client will provide reasonably requested information, access, logs, examples, and personnel cooperation to assist the Company's investigation and resolution efforts.

Resolution Efforts

If the Company fails to meet any expressly stated service level or support commitment applicable under the Agreement or the Company's then-current service level and support information, the Company will use commercially reasonable efforts to investigate and address the issue. Unless the Agreement or such then-current service level and support information expressly provides otherwise, this process is the Client's sole and exclusive remedy with respect to any service availability, support, maintenance, or related performance issue.

Contact Information

For support questions or concerns regarding these Service Level Agreement and Support Terms, please contact us at support@dealershipaccelerator.io or refer to the Company's then-current support information made available on its website.