Service Level Agreement

1. Service Availability Target

1.1 Uptime Commitment. Llewellyn Systems targets 99.5% monthly uptime for Rizzcademy core services, measured on a calendar month basis. “Core services” includes access to AI coaching agents, coaching dashboard, check-in functionality, and goal tracking features.

1.2 Uptime Calculation. Monthly Uptime Percentage is calculated as: (Total minutes in month - Downtime minutes) / Total minutes in month x 100. Downtime is measured from when the service becomes unavailable until it is restored, as confirmed by our monitoring systems.

1.3 Exclusions. The following are excluded from uptime calculations: scheduled maintenance (with 48 hours advance notice), force majeure events, third-party service outages (payment processors, DNS providers), user-side connectivity issues, and actions or inactions by the customer.

2. Scheduled Maintenance

2.1 Maintenance Windows. Scheduled maintenance will be performed during low-usage periods, typically between 2:00 AM and 6:00 AM Pacific Time, on weekdays. We will provide at least 48 hours advance notice for scheduled maintenance via email and in-app notification.

2.2 Emergency Maintenance. In cases of critical security vulnerabilities or imminent system failures, emergency maintenance may be performed without the standard 48-hour notice. We will provide as much advance notice as reasonably possible and communicate updates during the maintenance window.

3. Incident Response

3.1 Severity Levels.

• Critical (P1): Complete service outage affecting all users. Target response: 1 hour. Target resolution: 4 hours.
• High (P2): Significant feature degradation affecting coaching functionality. Target response: 4 hours. Target resolution: 24 hours.
• Medium (P3): Minor feature issues not affecting core coaching. Target response: 1 business day. Target resolution: 5 business days.
• Low (P4): Cosmetic issues or feature requests. Target response: 2 business days. Resolution at next scheduled release.

4. Service Credits

4.1 Eligibility. If monthly uptime falls below 99.5%, paid subscribers may request service credits. Credits are applied to the next billing cycle and are the sole remedy for downtime.

4.2 Credit Schedule.

• 99.0% - 99.4% uptime: 5% credit on monthly fee
• 95.0% - 98.9% uptime: 10% credit on monthly fee
• Below 95.0% uptime: 25% credit on monthly fee

4.3 Credit Request. To request service credits, contact [email protected] within 30 days of the end of the affected month. Include your account email and the dates of the outage. Credits do not carry over and cannot be exchanged for cash.

5. Support

5.1 Support Channels. Support is available via email at [email protected]. Support hours are Monday through Friday, 9:00 AM to 6:00 PM Pacific Time, excluding US federal holidays.

5.2 Priority Support. Professional and Enterprise tier subscribers receive priority support with faster response times.

6. Contact