Service Level Agreement

Last updated: May 16, 2026

This Service Level Agreement ("SLA") describes the performance, support, and data-freshness commitments Edulead, Inc. ("Edulead," "we," "us," or "our") provides to Customers with an active paid subscription to the Edulead platform (the "Service"). This SLA supplements, and is subject to, our Terms of Service.

1. Platform Availability

We target a monthly uptime of 99.5% for the core Edulead platform, excluding scheduled maintenance and events described in Section 5 below. Uptime is measured as the percentage of total minutes in a calendar month during which the Service is available, excluding scheduled maintenance windows.

2. Scheduled Maintenance

We will use commercially reasonable efforts to schedule maintenance during off-peak hours and to provide at least 24 hours' notice by email or in-app notice for planned maintenance expected to affect availability.

3. Data Freshness Commitments

• Our monitoring systems continuously check district and school directories, FOIA responses, and other public sources for changes.
• Verified changes to title, role, or contact information are made available to your account promptly after detection and verification.
• CRM sync frequency (real-time, weekly, or monthly) follows the configuration selected in your account or order form.
• Every record includes a visible source log, verification screenshot, and date so you can confirm freshness at any time.

4. Support Response Times

Severity	Description	Target First Response
Critical	Service is unavailable or unusable for all users	Within 4 business hours
High	Major feature (e.g., CRM sync) is broken with no workaround	Within 1 business day
Normal	Minor functionality issue or data question	Within 2 business days
Low	General question, feature request	Within 3 business days

Support is available via email and your assigned onboarding/support contact during standard U.S. business hours, Monday through Friday, excluding holidays.

5. Exclusions

This SLA does not apply to unavailability or issues caused by:

• Scheduled maintenance with advance notice;
• Factors outside our reasonable control, including internet service provider failures, denial-of-service attacks, or force majeure events;
• Issues with third-party services we integrate with, such as HubSpot or Salesforce;
• Customer's own equipment, software, or network configuration;
• Use of the Service in violation of the Terms of Service.

6. Service Credits

If actual monthly uptime falls below the 99.5% target due to reasons within our control, Customers on an active paid subscription may request a service credit as follows:

Monthly Uptime	Credit
99.0% – 99.49%	5% of monthly fees
95.0% – 98.99%	10% of monthly fees
Below 95.0%	15% of monthly fees

To request a credit, contact us within 30 days of the affected billing period. Credits are the sole and exclusive remedy for any failure to meet this SLA and will be applied to a future invoice.

7. Reporting an Issue

To report an outage, data issue, or support request, contact:
Email: support@sitedrafted.com
Website: get.sitedrafted.com/contact

8. Changes to This SLA

We may update this SLA from time to time, with changes posted on this page. Material reductions in commitments will be communicated to active Customers in advance.

This document is a general template and is provided for convenience only; it is not legal advice. We recommend having a qualified attorney review this SLA, and adjust the specific percentages and response times to match your actual infrastructure and support capabilities, before publishing.