Service Level Agreement

1. Scope and Eligibility

This SLA applies only to services that are active, fully paid, and identified as covered services in a Service Order. Covered services may include managed website or ecommerce support, hosting administration, advertising management, SEO services, automation support, integrations, maintenance, or other recurring services.

One-time projects, consulting, audits, strategy engagements, creative production, development milestones, advertising results, SEO rankings, marketplace outcomes, third-party platforms, and services not identified as covered are not subject to a service-level commitment unless expressly stated in writing.

If this SLA conflicts with a signed Service Order, the Service Order controls for the affected service. The parties’ master services agreement or other governing agreement controls all matters not specifically addressed here.

2. Standard Support Hours

Unless a Service Order states otherwise, Anrivo’s standard support hours are Monday through Friday, 9:00 a.m. to 6:00 p.m. Eastern Time, excluding U.S. federal holidays and announced company closures (“Business Hours”).

Requests received outside Business Hours are treated as received at the start of the next business day. After-hours, weekend, holiday, or 24/7 emergency coverage is available only when expressly included in the client’s Service Order.

3. Request Priorities

Anrivo assigns priority based on the information available, the affected covered service, the number of impacted users, and the presence of a reasonable workaround. We may reclassify a request as circumstances become clearer.

4. Initial Response Targets

The initial response confirms receipt, begins triage, requests needed information, or communicates a next step. Unless the applicable Service Order provides different targets, Anrivo aims to respond within the following Business Hours:

Targets pause while Anrivo is waiting for client information, access, approval, payment, a third-party response, or another dependency outside our reasonable control. Enhancement requests and work outside scope are handled through a separate estimate, schedule, or Service Order.

5. Incident Management and Resolution

For a covered incident, Anrivo will use commercially reasonable efforts to assess impact, investigate the cause, identify a workaround when practical, restore the affected service, and communicate relevant progress.

Resolution time varies based on issue complexity, reproducibility, required access, client responsiveness, third-party dependencies, and whether a permanent correction requires testing or a scheduled release. Unless expressly stated in a Service Order, Anrivo does not guarantee a specific resolution or restoration time.

A workaround or restoration of material functionality may be treated as mitigation while a permanent correction is planned. Root-cause analysis may be provided for qualifying material incidents when appropriate to the service and circumstances.

6. Availability Commitments

No uptime commitment applies unless the Service Order expressly identifies an Eligible Managed Service and states an availability target. When an availability target is included, monthly availability is calculated as follows:

“Unavailable Minutes” means the time during which the Eligible Managed Service is materially unavailable to users because of a condition within Anrivo’s reasonable control, as verified by Anrivo using available monitoring and records.

Partial degradation, individual user or device issues, analytics delays, isolated features, and circumstances listed in the exclusions section do not count as Unavailable Minutes unless the Service Order says otherwise.

7. Scheduled and Emergency Maintenance

Anrivo or applicable service providers may perform maintenance to improve reliability, security, performance, or functionality. We will use reasonable efforts to provide advance notice for planned maintenance that is expected to cause material interruption to a covered service.

Emergency maintenance may be performed without advance notice when reasonably necessary to address an urgent security, stability, legal, or operational risk. Scheduled maintenance and emergency maintenance are excluded from availability calculations unless a Service Order expressly states otherwise.

8. Service-Level Exclusions

Service levels do not apply to delay, interruption, failure, or degradation caused by:

• Third-party platforms, hosting providers, APIs, advertising networks, marketplaces, payment processors, telecommunications, domain registrars, DNS providers, or internet infrastructure
• Client systems, content, code, settings, devices, networks, personnel, vendors, or unauthorized changes
• Missing, expired, incorrect, or revoked credentials, permissions, licenses, subscriptions, payment methods, or account access
• Client delay in providing information, access, approvals, decisions, testing, or payment
• Planned maintenance, emergency maintenance, beta or preview features, or unsupported software
• Cyberattacks, malicious traffic, abuse, or security events not caused by Anrivo’s failure to use reasonable care
• Force majeure events or circumstances beyond Anrivo’s reasonable control
• Suspension permitted by an agreement, law, platform policy, safety requirement, or nonpayment
• Work outside the agreed scope, usage limits, service plan, or documented technical requirements

9. Client Responsibilities

Service levels depend on timely client cooperation. The client must:

• Submit requests through the designated support channel with accurate contact and account information
• Provide a clear description, business impact, timestamps, examples, screenshots, and reproduction steps when available
• Maintain valid licenses, subscriptions, billing methods, backups, and authorized access required for the service
• Designate qualified contacts who can approve changes and assist with investigation or testing
• Use reasonable security practices, including multifactor authentication and least-privileged access where supported
• Notify Anrivo promptly of suspected security events or material changes affecting covered services
• Avoid falsely designating routine requests as critical emergencies

Anrivo is not responsible for missed targets caused by a client’s failure to meet these responsibilities.

10. Service Credits and Claims

Service credits are available only when a Service Order expressly provides a credit schedule for the affected Eligible Managed Service. If no credit schedule is stated, no service credit applies.

To request an available credit, the client must notify Anrivo in writing within 10 business days after the end of the affected month and provide reasonable supporting details. Anrivo will validate the request using available records. Approved credits:

• Apply only to future fees for the affected covered service
• Are not cash refunds and may not be transferred
• May not exceed the recurring fee paid for the affected service during the affected month
• Are the client’s sole and exclusive remedy for a failure to meet an expressly stated service level, to the extent permitted by law

11. Changes, Suspension, and Termination

Anrivo may update this SLA from time to time by posting a revised version and changing the “Last Updated” date. Material changes will apply prospectively. A Service Order may preserve a specific SLA version or establish different terms.

Service-level obligations end when the covered service expires, is terminated, is suspended as permitted, or becomes unpaid. Support during transition or after termination requires a separate written agreement.

12. Contact and Escalation

Clients should use the support channel identified in their Service Order or client portal. If no designated channel is listed, contact Anrivo using the information below. For urgent covered incidents, include the affected service, observed impact, start time, and the words “Urgent Support” in the subject line.

This SLA should be read with the applicable Service Order and governing agreement. It does not expand the scope of purchased services or create warranties beyond those expressly agreed in writing.