Service Level Agreement

This Service Level Agreement ("SLA") defines the service commitments, performance standards, and remedies that Virely LLC ("Dealsby," "we," "us") provides to subscribers ("Customer," "you") of the Dealsby Appointments scheduling and appointment management platform.

This SLA applies to all paid subscription plans: Starter ($59/month) and Growth ($99/month). This agreement is effective as of February 1, 2026, and remains in effect for the duration of the Customer's active subscription.

2.1 Uptime Guarantee

Dealsby Appointments guarantees 99.5% monthly uptime for all paid subscription plans. Uptime is calculated as the total minutes in a calendar month minus downtime minutes, divided by total minutes in the month.

2.2 Exclusions

The following are excluded from uptime calculations:

• Scheduled maintenance windows (announced a minimum of 48 hours in advance)
• Force majeure events beyond reasonable control, including natural disasters, acts of war, or government actions
• Third-party service provider outages (e.g., Twilio, SendGrid, Stripe, Firebase)
• Customer-caused issues, including misconfiguration, unauthorized modifications, or exceeding usage limits
• Internet connectivity issues outside of Dealsby's network infrastructure

2.3 Service Credits

If monthly uptime falls below 99.5%, affected Customers are eligible for service credits applied to the next billing cycle:

3.1 Support Channels

All Dealsby Appointments customers receive access to email support at support@dealsby.io. In-platform support is available via the Help & Tutorials system, and platform status updates are published at status.dealsby.io.

3.2 Response Times by Priority

Support requests are classified by severity and responded to within the following timeframes:

3.3 Support Hours

Standard support is available Monday through Friday, 9:00 AM to 6:00 PM Eastern Standard Time (EST), excluding federal holidays. Critical-priority issues are monitored outside of standard hours for Growth plan subscribers.

4.1 SMS Delivery

• 95% of SMS messages delivered within 30 seconds of send request
• 99% of SMS messages delivered within 5 minutes of send request
• Delivery rates subject to carrier availability and recipient device status

4.2 Email Delivery

• 99% of emails delivered within 5 minutes of send request
• Email deliverability rate target of 98% or higher
• Delivery rates subject to recipient server acceptance and spam filtering policies

4.3 Monthly Communication Allocations

4.4 Add-On Packages & Overage Options

Pay-as-you-go overage rates: $0.03 per SMS message and $0.005 per email.

5.1 Encryption

All data is encrypted at rest using AES-256 encryption and in transit using TLS 1.3. Payment information is processed through Stripe and is never stored on Dealsby servers.

5.2 Data Backups

Automated daily backups are performed with a 30-day retention period. In the event of data loss, Dealsby guarantees recovery within 24 hours for Growth plan customers and 48 hours for Starter plan customers.

5.3 Compliance

• California Consumer Privacy Act (CCPA)
• PCI DSS compliant payment processing via Stripe

5.4 Data Ownership

The Customer retains full ownership of all data entered into the Dealsby Appointments platform, including but not limited to customer records, appointment data, communication history, and business configuration settings. Dealsby does not sell, share, or monetize Customer data.

6.1 Scheduled Maintenance

Scheduled maintenance is performed during off-peak hours, typically between 2:00 AM and 5:00 AM EST. A minimum of 48 hours advance notice is provided via email and in-platform notification for all planned maintenance windows.

6.2 Emergency Maintenance

Emergency maintenance for critical security vulnerabilities or system stability issues may be performed without advance notice. Affected customers will be notified as soon as reasonably possible.

6.3 Platform Updates

Dealsby Appointments regularly releases feature updates, bug fixes, and performance improvements. Updates are deployed with zero downtime wherever possible. Customers will be notified of significant feature changes or deprecations with a minimum of 30 days advance notice.

6.4 Status Page

Real-time platform status, incident reports, and maintenance schedules are available at status.dealsby.io.

The Dealsby Appointments SLA covers the following core platform features:

• Appointment scheduling, booking management, and calendar functionality
• Customer database management and communication (SMS and email)
• Service and staff/resource configuration
• Schedule and availability management
• Automated appointment reminders and confirmations
• Revenue tracking and business reporting
• Promotional recommendations engine
• Report generation and export (CSV)
• Auto-completion prompts and no-show tracking
• Comprehensive tutorial library and in-platform guidance
• Billing management, plan changes, and add-on package administration
• Audit logging and recent activity tracking

8.1 Billing Cycle

Billing cycles are calendar-based, running from the 1st to the last day of each month. Prorated amounts are calculated based on actual days in the current month.

8.2 Plan Changes

Customers may upgrade or downgrade their subscription plan at any time. Upgrades take effect immediately with prorated billing for the remainder of the current cycle. Downgrades take effect at the start of the next billing cycle.

8.3 Cancellation

Customers may cancel their subscription at any time. Access to the platform continues through the end of the current billing cycle. No refunds are provided for partial billing periods. Upon cancellation, Customer data is retained for 30 days before permanent deletion.

Dealsby's total liability under this SLA shall not exceed the total fees paid by the Customer during the twelve (12) months preceding the incident giving rise to the claim. Service credits constitute the sole and exclusive remedy for any failure to meet the uptime guarantee specified in this agreement.

Dealsby shall not be liable for indirect, incidental, special, consequential, or punitive damages, including but not limited to loss of revenue, loss of profits, loss of data, or business interruption, regardless of the theory of liability.

10.1 Term

This SLA is effective as of the date the Customer subscribes to a paid Dealsby Appointments plan and remains in effect for the duration of the active subscription.

10.2 Modifications

Dealsby reserves the right to modify this SLA at any time. Customers will be notified of material changes via email a minimum of 30 days in advance. Continued use of the platform after the effective date of modifications constitutes acceptance of the updated terms.