Service Level Agreement
Last Updated: July 15th 2025
1. INTRODUCTION
This Service Level Agreement ("SLA") outlines the service performance objectives and support structure
for the Moving Leads AI platform ("Services") provided by Mover Marketing AI, LLC ("we," "us," or "our")
to our clients ("you" or "Customer").
This SLA is incorporated into and subject to our Terms of Service. In the event of any conflict between this
SLA and the Terms of Service, the Terms of Service shall prevail.
2. SERVICE AVAILABILITY
2.1 Uptime Objective
While we do not guarantee any specific uptime percentage, we aim to maintain 99.9% service availability.
This is an objective, not a commitment, and no remedies are available for failure to meet this objective
except as specifically provided in this SLA.
2.2 Service Credits for Extended Downtime
Service credits may be available ONLY for unplanned downtime exceeding one (1) business day that
prevents all automations from functioning:
-Credits are provided ONLY upon written request to team@movingleads.ai
-Credits, if approved, will be applied to the following month's service fees
-Credits are issued at our sole discretion
-No cash refunds will be provided
2.3 Credit Limitations
-Credits are the sole and exclusive remedy for any service unavailability
-Total credits in any month shall not exceed the monthly subscription fee
-Credits do not apply to usage-based fees or additional services
-Failure to request credits within 30 days of the incident waives any right to credits
3. SCHEDULED MAINTENANCE
3.1 Regular Maintenance WindowsWe may perform routine maintenance during off-peak hours (typically overnight or weekends) forperiods up to 12 hours approximately once per week. No notice is required for these routinemaintenance windows, and no credits are available
3.2 Extended Maintenance
For maintenance expected to exceed one (1) business day:
-We will provide at least 24 hours advance notice via email or platform notification
-Credits may be available if the maintenance extends beyond one (1) business day
-Credit availability is determined at our sole discretion
3.3 Emergency Maintenance
We reserve the right to perform emergency maintenance without notice to address critical security,
performance, or stability issues. No credits are available for emergency maintenance.
4. SUPPORT SERVICES
4.1 Support Channels
Technical support is available exclusively via email at: team@movingleads.ai
4.2 Support Hours
-Monday through Friday: 8:00 AM - 5:00 PM Mountain Standard Time (MST)
-Excluding federal holidays and company-observed holidays
-Support is available in English and Spanish
4.3 Response Time Objectives
Response times vary based on issue severity:
-Critical Issues (Complete automation failure affecting all campaigns)
-Target Initial Response: 4 business hours
-Target Resolution: Best efforts basis
-High Priority (Partial automation failure affecting some campaigns)
-Target Initial Response: 8 business hours
-Target Resolution: Best efforts basis
-Medium Priority (Feature issues not affecting automations)Target Initial Response: 2 business days
-Target Resolution: Best efforts basis
-Low Priority (General inquiries, feature requests)
-Target Initial Response: 3 business days
-Target Resolution: Not applicable
Note: These are target response times only and do not constitute guaranteed response times. No
remedies are available for failure to meet these targets.
5. ISSUE ESCALATION
5.1 Tier 1 Support
-Initial point of contact for all issues
-Handles general inquiries and basic troubleshooting
-Escalates complex issues to Tier 2
5.2 Tier 2 Support
-Handles advanced technical issues
-Final escalation point for all support matters
-Decisions made at this level are final
6. CUSTOMER RESPONSIBILITIES
-To receive support under this SLA, you must:
-Provide detailed information about any issues
-Respond promptly to our requests for additional information
-Ensure your account is current and in good standing
-Follow our recommended best practices
-Maintain appropriate access credentials
7. EXCLUSIONS
This SLA does not apply to:
7.1 General Exclusions
-Issues caused by customer actions or configurations Third-party service failures (including but not limited to USA -Home Listings, SMS providers, email providers)
-Internet connectivity issues
-Force majeure events
-Scheduled or emergency maintenance
-Beta features or services
-Custom-built solutions
-Services provided at no charge
7.2 Third-Party Service Failures
We will use commercially reasonable efforts to notify you of known third-party service failures that may
impact your use of the Services. However, we are not responsible for any failures, downtime, or issues
caused by third-party services.
7.3 System Degradation
Any system performance degradation that does not completely prevent automations from functioning is
not covered under this SLA and no credits or remedies are available.
8. DATA BACKUP AND RETENTION
8.1 Backup Practices
-We perform daily backups of system data as part of our disaster recovery procedures. However:
-We make no guarantees regarding data recovery
-Backups are for our operational purposes only
-We do not provide customer-specific backup restoration services
-Data recovery is provided on a best-efforts basis only
8.2 Data Retention During Service
Customer data is retained during active service periods as necessary to provide the Services. Upon
termination, data deletion occurs as specified in our Terms of Service.
9. MONITORING AND REPORTING
9.1 System MonitoringWe monitor our systems internally but do not provide uptime reports or system status pages to customers.
9.2 Issue Reporting
-All issues must be reported to: team@movingleads.ai
-Include in your report:
-Account information
-Detailed description of the issue
-Time the issue was first noticed
-Impact on your operations
-Any error messages received
10. LIMITATIONS
10.1 No Guarantees
Nothing in this SLA creates any guarantee of service availability, performance, or functionality. All service
levels described are objectives only.
10.2 Sole Remedies
The remedies set forth in this SLA are your sole and exclusive remedies for any service-related issues.
10.3 Liability Limitations
All limitations of liability in our Terms of Service apply to this SLA.
11. SLA MODIFICATIONS
We reserve the right to modify this SLA at any time by posting the updated version on our website.
Continued use of the Services after modifications constitutes acceptance of the updated SLA.
12. DEFINITIONS
Business Day: Monday through Friday, 8:00 AM - 5:00 PM MST, excluding holidays
Downtime: Complete inability of all automations to function
Automation: Automated campaigns including SMS, email, and voicemail drops
System Degradation: Reduced performance that does not prevent automations from functioning
13. CONTACT INFORMATIONAll support requests and communications should be directed to:
Mover Marketing AI, LLC
Moving Leads AI Platform
Email: team@movingleads.ai
Website: movingleads.ai
This SLA is subject to and incorporated into the Moving Leads AI Terms of Service.
1. INTRODUCTION
This Service Level Agreement ("SLA") outlines the service performance objectives and support structure
for the Moving Leads AI platform ("Services") provided by Mover Marketing AI, LLC ("we," "us," or "our")
to our clients ("you" or "Customer").
This SLA is incorporated into and subject to our Terms of Service. In the event of any conflict between this
SLA and the Terms of Service, the Terms of Service shall prevail.
2. SERVICE AVAILABILITY
2.1 Uptime Objective
While we do not guarantee any specific uptime percentage, we aim to maintain 99.9% service availability.
This is an objective, not a commitment, and no remedies are available for failure to meet this objective
except as specifically provided in this SLA.
2.2 Service Credits for Extended Downtime
Service credits may be available ONLY for unplanned downtime exceeding one (1) business day that
prevents all automations from functioning:
-Credits are provided ONLY upon written request to team@movingleads.ai
-Credits, if approved, will be applied to the following month's service fees
-Credits are issued at our sole discretion
-No cash refunds will be provided
2.3 Credit Limitations
-Credits are the sole and exclusive remedy for any service unavailability
-Total credits in any month shall not exceed the monthly subscription fee
-Credits do not apply to usage-based fees or additional services
-Failure to request credits within 30 days of the incident waives any right to credits
3. SCHEDULED MAINTENANCE
3.1 Regular Maintenance WindowsWe may perform routine maintenance during off-peak hours (typically overnight or weekends) forperiods up to 12 hours approximately once per week. No notice is required for these routinemaintenance windows, and no credits are available
3.2 Extended Maintenance
For maintenance expected to exceed one (1) business day:
-We will provide at least 24 hours advance notice via email or platform notification
-Credits may be available if the maintenance extends beyond one (1) business day
-Credit availability is determined at our sole discretion
3.3 Emergency Maintenance
We reserve the right to perform emergency maintenance without notice to address critical security,
performance, or stability issues. No credits are available for emergency maintenance.
4. SUPPORT SERVICES
4.1 Support Channels
Technical support is available exclusively via email at: team@movingleads.ai
4.2 Support Hours
-Monday through Friday: 8:00 AM - 5:00 PM Mountain Standard Time (MST)
-Excluding federal holidays and company-observed holidays
-Support is available in English and Spanish
4.3 Response Time Objectives
Response times vary based on issue severity:
-Critical Issues (Complete automation failure affecting all campaigns)
-Target Initial Response: 4 business hours
-Target Resolution: Best efforts basis
-High Priority (Partial automation failure affecting some campaigns)
-Target Initial Response: 8 business hours
-Target Resolution: Best efforts basis
-Medium Priority (Feature issues not affecting automations)Target Initial Response: 2 business days
-Target Resolution: Best efforts basis
-Low Priority (General inquiries, feature requests)
-Target Initial Response: 3 business days
-Target Resolution: Not applicable
Note: These are target response times only and do not constitute guaranteed response times. No
remedies are available for failure to meet these targets.
5. ISSUE ESCALATION
5.1 Tier 1 Support
-Initial point of contact for all issues
-Handles general inquiries and basic troubleshooting
-Escalates complex issues to Tier 2
5.2 Tier 2 Support
-Handles advanced technical issues
-Final escalation point for all support matters
-Decisions made at this level are final
6. CUSTOMER RESPONSIBILITIES
-To receive support under this SLA, you must:
-Provide detailed information about any issues
-Respond promptly to our requests for additional information
-Ensure your account is current and in good standing
-Follow our recommended best practices
-Maintain appropriate access credentials
7. EXCLUSIONS
This SLA does not apply to:
7.1 General Exclusions
-Issues caused by customer actions or configurations Third-party service failures (including but not limited to USA -Home Listings, SMS providers, email providers)
-Internet connectivity issues
-Force majeure events
-Scheduled or emergency maintenance
-Beta features or services
-Custom-built solutions
-Services provided at no charge
7.2 Third-Party Service Failures
We will use commercially reasonable efforts to notify you of known third-party service failures that may
impact your use of the Services. However, we are not responsible for any failures, downtime, or issues
caused by third-party services.
7.3 System Degradation
Any system performance degradation that does not completely prevent automations from functioning is
not covered under this SLA and no credits or remedies are available.
8. DATA BACKUP AND RETENTION
8.1 Backup Practices
-We perform daily backups of system data as part of our disaster recovery procedures. However:
-We make no guarantees regarding data recovery
-Backups are for our operational purposes only
-We do not provide customer-specific backup restoration services
-Data recovery is provided on a best-efforts basis only
8.2 Data Retention During Service
Customer data is retained during active service periods as necessary to provide the Services. Upon
termination, data deletion occurs as specified in our Terms of Service.
9. MONITORING AND REPORTING
9.1 System MonitoringWe monitor our systems internally but do not provide uptime reports or system status pages to customers.
9.2 Issue Reporting
-All issues must be reported to: team@movingleads.ai
-Include in your report:
-Account information
-Detailed description of the issue
-Time the issue was first noticed
-Impact on your operations
-Any error messages received
10. LIMITATIONS
10.1 No Guarantees
Nothing in this SLA creates any guarantee of service availability, performance, or functionality. All service
levels described are objectives only.
10.2 Sole Remedies
The remedies set forth in this SLA are your sole and exclusive remedies for any service-related issues.
10.3 Liability Limitations
All limitations of liability in our Terms of Service apply to this SLA.
11. SLA MODIFICATIONS
We reserve the right to modify this SLA at any time by posting the updated version on our website.
Continued use of the Services after modifications constitutes acceptance of the updated SLA.
12. DEFINITIONS
Business Day: Monday through Friday, 8:00 AM - 5:00 PM MST, excluding holidays
Downtime: Complete inability of all automations to function
Automation: Automated campaigns including SMS, email, and voicemail drops
System Degradation: Reduced performance that does not prevent automations from functioning
13. CONTACT INFORMATIONAll support requests and communications should be directed to:
Mover Marketing AI, LLC
Moving Leads AI Platform
Email: team@movingleads.ai
Website: movingleads.ai
This SLA is subject to and incorporated into the Moving Leads AI Terms of Service.
