Service Level Agreement

Effective date: June 7, 2026

This Service Level Agreement ("SLA") describes the availability commitment, service credits, and support targets that HOA in a Box provides for its platform (the "Platform"). It is part of, and incorporated into, the Terms and Conditions or other written agreement (the "Agreement") between HOA in a Box and the customer ("Customer"). This SLA applies to paid production use of the Platform and does not apply to free, trial, beta, or sandbox use, or to the public marketing website.

1. Availability commitment

HOA in a Box will use commercially reasonable efforts to make the Platform available with a Monthly Uptime Percentage of at least 99.9% during each calendar month, excluding the exceptions in Section 4.

"Monthly Uptime Percentage" is calculated as: total minutes in the month, minus minutes of Downtime, divided by total minutes in the month, expressed as a percentage. "Downtime" means a period during which the core functions of the Platform are not available to Customer, as measured by HOA in a Box's monitoring, excluding Excluded Events (Section 4).

2. Service credits

If the Monthly Uptime Percentage falls below the commitment in a given calendar month, Customer may request a service credit calculated as a percentage of the monthly fees for the affected Platform:

Service credits are the sole and exclusive remedy for any failure to meet the availability commitment. Credits are applied to future invoices, are non-refundable, may not exceed 50% of the monthly fees for the affected month, and do not entitle Customer to a payout.

3. Claiming a credit

To claim a credit, Customer must submit a request to [email protected] within thirty (30) days after the end of the month in which the Downtime occurred, including the dates, times, and a description of the affected functionality. HOA in a Box will validate the claim against its monitoring records and apply any approved credit to a subsequent invoice.

4. Exclusions (Excluded Events)

The availability commitment does not apply to any unavailability caused by:

• Scheduled maintenance for which HOA in a Box provides at least forty-eight (48) hours' notice, performed where practicable during low-usage windows;
• Emergency maintenance necessary to address a security or stability risk;
• Factors outside HOA in a Box's reasonable control, including force majeure events, internet or network failures, and failures of third-party services or subprocessors (see our Subprocessor List) and of third parties outside our control that the Services interoperate with at Customer's direction, such as the payment processor, the email provider, or a print-and-post provider;
• Customer's equipment, software, network, or misconfiguration, or actions or omissions of Customer or its users;
• Suspension or termination of Customer's access in accordance with the Agreement or our Acceptable Use Policy; or
• Use of free, trial, beta, or sandbox features.

5. Support

HOA in a Box provides support during U.S. business hours and targets the following initial response times based on the severity of the issue. Response times are targets, not guarantees, and run from the time a request is received through a designated support channel.

6. Data durability and backups

HOA in a Box maintains regular backups of Platform data and retains testing records in alignment with the retention schedules applicable to Customer and Customer's configuration, as described in our Trust Center and Data Processing Addendum. Backup and retention obligations are distinct from the availability commitment in this SLA.

7. Changes

We may update this SLA from time to time. When we make material changes, we will revise the effective date above and provide reasonable notice. In the event of a conflict between this SLA and a signed Order Form, the Order Form controls.

8. Contact

Questions about this SLA, credit requests, and outage or security reports: [email protected].

Last updated: June 7, 2026