Effective Date: 8th of July 2025

This Service Level Agreement (“SLA”) defines the service levels for Expo Agent AI platform provided by Malka Solutions LLC.

1. Service Availability

1.1 Uptime Commitment

1.2 Measuring Uptime

Uptime is measured using automated monitoring systems that check service availability every minute.

1.3 Downtime Credits

If we fail to meet the 99.5% uptime commitment:

• 99.0% – 99.4% uptime: 10% service credit
• 95.0% – 98.9% uptime: 25% service credit
• Below 95.0% uptime: 50% service credit

2. Performance Standards

2.1 Response Times

• API response times: 95% of requests within 2 seconds
• Web application load times: 95% of pages within 3 seconds
• Voice processing: 95% of recordings processed within 30 seconds

2.2 Data Processing

• Lead capture: Real-time processing within 10 seconds
• Automated follow-ups: Initiated within 5 minutes of voice note completion
• CRM synchronization: Completed within 15 minutes

3. Support Response Times

3.1 Support Channels

• Email: contact@expoagentai.com
• In-app support tickets
• Knowledge base and documentation

3.2 Response Time Commitments

Standard Plans:

• Critical issues (service unavailable): 4 hours
• High priority (major functionality impaired): 8 hours
• Medium priority (minor issues): 24 hours
• Low priority (general questions): 48 hours

Enterprise Plans:

• Critical issues: 2 hours
• High priority: 4 hours
• Medium priority: 12 hours
• Low priority: 24 hours

4. Data Security and Backup

4.1 Data Backup

• Real-time data replication across multiple geographic regions
• Daily automated backups retained for 30 days
• Point-in-time recovery capabilities

4.2 Security Standards

• SOC 2 Type II compliance
• End-to-end encryption for data in transit and at rest
• Regular security audits and penetration testing
• Multi-factor authentication for admin access

5. Maintenance and Updates

5.1 Scheduled Maintenance

• Maximum 4 hours per month for scheduled maintenance
• Maintenance performed during low-usage periods
• 24-hour advance notice for all scheduled maintenance

5.2 Emergency Maintenance

Emergency maintenance may be performed without notice to address critical security or stability issues.

6. Service Credits and Remedies

6.1 Credit Calculation

Service credits are calculated as a percentage of the monthly subscription fee for the affected service.

6.2 Credit Requests

To request service credits:

• Submit request within 30 days of the incident
• Provide details of the service interruption experienced
• Credits will be applied to the next billing cycle

6.3 Limitations

• Maximum total credits per month: 100% of monthly subscription fee
• Credits are the sole remedy for service level failures
• Credits do not extend subscription terms

7. Monitoring and Reporting

7.1 Status Page

Real-time service status available at: status.expoagentai.com

7.2 Monthly Reports

Detailed monthly uptime and performance reports available upon request for enterprise customers.

8. Exclusions

This SLA does not apply to:

• Third-party service outages (CRM systems, email providers)
• Customer’s internet connectivity issues
• Use outside normal parameters or in violation of Terms of Service
• Beta features or services in development

9. SLA Modifications

We may modify this SLA with 30 days’ notice. Modifications do not apply retroactively to existing service credits.

10. Contact Information

For SLA-related questions or service credit requests: