SERVICE LEVEL AGREEMENT

This Service Level Agreement ("SLA") is between GovernUp Solutions, LLC ("GovernUp," "we," or "us") and the community association, management company, or authorized subscriber ("Customer") using the Covenant platform. This SLA defines the service availability commitments, support response times, and remedies for the Covenant platform.

1. Service Availability

GovernUp commits to maintaining 99.5% monthly uptime for the Covenant platform, measured as total available minutes divided by total minutes in the calendar month.

Uptime is defined as the period during which the core platform services (authentication, dashboard access, data retrieval, and submission of requests) are operational and accessible via the public internet.

The following are excluded from uptime calculations:

• Scheduled maintenance windows communicated at least 24 hours in advance
• Force majeure events (natural disasters, government actions, pandemic, war)
• Third-party service outages outside our control (Stripe, Twilio, OpenAI, AWS, internet backbone providers)
• Customer-caused issues (misconfiguration, exceeded rate limits, unauthorized access attempts)
• DNS propagation delays or domain registrar outages

2. Scheduled Maintenance

Routine maintenance will be performed during low-traffic windows (typically weekdays between 2:00 AM and 6:00 AM Eastern Time). Customers will be notified at least 24 hours in advance of scheduled maintenance via email to the primary account contact.

Emergency maintenance (security patches, critical bug fixes) may be performed without advance notice but will be communicated to affected customers as soon as practicable.

3. Incident Severity and Response Times

Support requests are classified by severity. Response times represent the time from when a support request is received to when a GovernUp team member acknowledges the issue and begins investigation.

Response times are measured during business hours: Monday – Friday, 9:00 AM – 6:00 PM Eastern Time, excluding federal holidays. Critical severity issues are monitored 24/7.

4. Support Channels

• Email: support@governupsolutions.com (all severities)
• In-App Support: Submit a support ticket from the Manager or Board dashboard
• Emergency: For Critical severity issues outside business hours, email with "URGENT" in the subject line

5. Service Credits

If monthly uptime falls below the 99.5% commitment, the Customer is eligible for service credits applied to the next billing cycle:

Service credits must be requested within 30 days of the affected month by emailing support@governupsolutions.com. Credits are capped at 50% of the monthly fee and are not transferable or redeemable for cash. Service credits are the Customer's sole remedy for downtime.

6. Data Backup and Recovery

• Database backups: Automated daily backups with 90-day retention
• Document storage: Redundant storage across multiple availability zones
• Recovery Point Objective (RPO): 24 hours (maximum data loss in a disaster scenario)
• Recovery Time Objective (RTO): 4 hours (target time to restore service after a major outage)

7. Data Export and Portability

Community administrators and authorized managers may export all community data at any time via the platform's built-in Full Community Data Export tool (available in the Manager Dashboard under Tools). Exported data is provided in JSON format and includes:

• Resident and unit records
• Financial ledger entries, budgets, and collection notices
• Work orders, violations, and ARC requests
• Documents, announcements, and meeting records
• Votes, governance records, and audit logs
• Communications (messages, social posts, forum content)

Upon contract termination, GovernUp will provide a final data export within 30 days of the termination date at no additional cost.

8. Security Incident Response

In the event of a confirmed security breach affecting Customer data:

• GovernUp will notify the Customer within 48 hours of confirming the breach
• A preliminary incident report will be provided within 5 business days
• A final incident report with root cause analysis and remediation steps will be provided within 30 days
• GovernUp will cooperate with the Customer in any required regulatory notifications

9. Changes to This SLA

GovernUp may update this SLA to reflect improvements in service levels or changes in infrastructure. Material changes that reduce service commitments will be communicated to Customers at least 30 days in advance via email. The most current version of this SLA is always available at covenanthq.app/sla.