Service Level Agreement

Our Commitment to Quality

This Service Level Agreement (SLA) outlines the standards of service you can expect from Allied Clicks LLC.

At Allied Clicks, we are committed to providing reliable, high-quality marketing automation services. This SLA defines our mutual expectations and responsibilities, ensuring transparency in our business relationship.

This document was last updated on March 1, 2025.

This SLA applies to all services provided by Allied Clicks LLC unless otherwise specified in a custom agreement. For enterprise clients with custom requirements, please contact your account manager for details.

Service Availability

Uptime Guarantee

Allied Clicks guarantees 99.9% uptime for our API services and automation platforms, measured on a monthly basis. This excludes scheduled maintenance windows, which will be communicated at least 48 hours in advance.

Service	Guaranteed Uptime	Maximum Monthly Downtime
API Services	99.9%	43.2 minutes
Dashboard & Reporting	99.5%	3.6 hours
Automation Workflows	99.9%	43.2 minutes

Scheduled Maintenance

To ensure optimal performance and security, Allied Clicks conducts regular maintenance on our systems. Scheduled maintenance will be performed during off-peak hours, typically between 12:00 AM and 4:00 AM EST on weekends.

All scheduled maintenance will be communicated via email and in-app notifications at least 48 hours in advance, including the expected duration and any potential service impacts.

Unplanned Outages

In the event of an unplanned service disruption, Allied Clicks will:

Notify affected clients via email and in-app notifications within 30 minutes of identifying the issue
Provide regular updates on resolution progress
Conduct a post-incident review and share findings with affected clients
Implement measures to prevent similar incidents in the future

Support Response Times

Support Tiers

Allied Clicks offers multiple support tiers to meet the needs of different clients. Response times vary based on issue severity and your support plan:

Severity Level	Description	Standard Plan	Premium Plan	Enterprise Plan
Critical	Service unavailable or severely impacted	4 hours	1 hour	30 minutes
High	Major feature unavailable	8 hours	4 hours	2 hours
Medium	Feature working with limitations	24 hours	8 hours	4 hours
Low	General questions, minor issues	48 hours	24 hours	8 hours

Support Hours

Our support team is available during the following hours:

Standard Plan: Monday to Friday, 9:00 AM to 5:00 PM EST
Premium Plan: Monday to Friday, 8:00 AM to 8:00 PM EST
Enterprise Plan: 24/7 support for Critical and High severity issues

Support requests can be submitted via:

Email: [email protected]

Performance Metrics

API Performance

Allied Clicks is committed to maintaining high-performance API services with the following standards:

API response time: 95% of requests completed within 500ms
API throughput: Support for up to 10 requests per second per client (higher limits available for Enterprise plans)
Data freshness: Campaign data updated within 30 minutes of changes

Reporting & Analytics

Our reporting and analytics services adhere to the following performance standards:

Dashboard loading time: Under 3 seconds for standard reports
Custom report generation: Under 30 seconds for most reports
Data retention: 24 months of historical data accessible via the dashboard
Export capabilities: Support for CSV, Excel, PDF, and API data exports

Service Credits

SLA Violations & Compensation

If Allied Clicks fails to meet the service levels outlined in this agreement, clients may be eligible for service credits according to the following schedule:

Service Metric	Violation	Service Credit
Monthly Uptime	Below 99.9% but above 99.0%	10% of monthly fee
Monthly Uptime	Below 99.0% but above 95.0%	25% of monthly fee
Monthly Uptime	Below 95.0%	50% of monthly fee
Support Response Time	Exceeds guaranteed time by 100%	5% of monthly fee
Support Response Time	Exceeds guaranteed time by 200%	10% of monthly fee

How to Request Service Credits

To request service credits for SLA violations:

Submit a request within 30 days of the incident
Include your account information and details of the service disruption
Our team will review your request and respond within 10 business days
Approved credits will be applied to your next billing cycle

Service credits are limited to a maximum of 50% of your monthly service fee and cannot be converted to monetary refunds. Credits not used within 12 months of issuance will expire.

Changes & Modifications

SLA Updates

Allied Clicks reserves the right to modify this Service Level Agreement as our services evolve. We will notify clients of any changes according to the following process:

Minor changes: Notification via email at least 30 days before implementation
Major changes: Notification via email at least 60 days before implementation
All changes will be documented in our change log, accessible via our client portal

Continued use of our services after the effective date of any SLA changes constitutes acceptance of the updated terms.

SLA Version History

Version 3.0 - Current Version
Added Enterprise support tier and updated performance metrics

Mar 1, 2025
Version 2.5
Updated service credit policy and support hours

Sep 15, 2022
Version 2.0
Added Premium support tier and expanded API performance guarantees

Jan 10, 2022
Version 1.0
Initial SLA release

Jun 5, 2021