FollowUP CRM - Service Level Agreement (SLA)
Schedule F to the Master Subscription Agreement
Effective Date: 10 May 2026 Version: 2.0 Last Updated: 10 May 2026 Governing Language: English
📋 Quick Summary (TL;DR)
- What this is. Our commitment on Platform availability - what uptime we target, what happens when we miss it, and what we don't promise.
- Who it covers. Customers on the Premium plan (879 GEL/month) and on Enterprise / Custom plans where we expressly include the SLA. Starter plan customers and free Trial users are not covered - for those plans, the Platform is provided "AS IS" per MSA Section 14.
- The number. 99.5% monthly uptime for the Core Platform, measured per calendar month, excluding scheduled maintenance and exclusions below.
- Service credits if we miss. 5% of monthly subscription Fee (excluding usage) per percentage point below 99.5%, capped at 25% of the monthly Fee. Issued as account credit, not money refund.
- What's not covered. Communications surcharges, third-party services, beta features, your downtime, force majeure.
- Reality check. Our SLA is back-to-back with HighLevel's underlying availability. We commit to what HighLevel commits to us, plus realistic margin for our own pass-through layer.
- How to claim. Within 30 days of the incident, by emailing info@followup.agency.
1. Application of this SLA
1.1 Eligibility
This SLA applies only to Customers who are:
(a) subscribed to the Premium plan (879 GEL/month) or any plan we expressly designate as SLA-eligible at activation; (b) current on payment - no overdue invoices at the time of the incident or claim; (c) not in material breach of the MSA, AUP, or other Schedules at the time of the incident or claim; (d) not using only Beta Features or Trial access for the affected functionality.
If you are on the Starter plan, the Base plan, or the free Trial, the Platform is provided "AS IS" per MSA Section 14, without availability commitment.
1.2 What This SLA Does Not Override
This SLA does not override the disclaimers in MSA Section 14, the limitation of liability in MSA Section 15, or entitle you to a money refund - service credits are the sole and exclusive remedy for SLA breaches.
2. Definitions
For purposes of this SLA only:
- "Core Platform" means the principal cloud-based functionality that allows you to log in, manage contacts, create and send communications, run automations, schedule appointments, and view dashboards. Does not include Beta Features, third-party integrations, AI Sub-processor outputs, communications carrier networks (Twilio, Meta, carriers), payment gateways (Flitt, Stripe), or DNS resolution by third parties.
- "Downtime" means a period during which the Core Platform is substantially unavailable. Brief interruptions (under 5 minutes), minor degradation, or feature-specific issues that do not affect the Core Platform overall are not Downtime.
- "Excluded Time" means time excluded from the Downtime calculation per Section 5.
- "Monthly Uptime Percentage" means total minutes in a calendar month, minus Excluded Time, minus Downtime, divided by total minutes minus Excluded Time, expressed as a percentage:
Monthly Uptime % = (Total Minutes − Excluded Time − Downtime) ÷ (Total Minutes − Excluded Time) × 100
- "Scheduled Maintenance" means maintenance windows announced at least 48 hours in advance, typically performed during low-usage hours.
- "Status Page" means our status page (when published) and/or status.gohighlevel.com for the underlying HighLevel infrastructure.
3. Service Commitment
3.1 Target Uptime
We commit to a Monthly Uptime Percentage of 99.5% for the Core Platform, measured per calendar month, for SLA-eligible Customers.
Why 99.5% and not 99.9%? Honest answer: we are a thin reseller layer on top of HighLevel's infrastructure. We cannot reliably commit to higher availability than HighLevel commits to us. HighLevel publicly markets "All Systems Operational" but does not, to our knowledge, contractually commit to a specific uptime percentage in its standard terms. We apply a conservative 99.5% commitment which is achievable in practice given HighLevel's track record, while leaving margin for our own operations layer.
3.2 Measurement
Measurement is by reference to: our internal monitoring; the public Status Page; documented incidents in our incident management system; reasonable third-party uptime monitoring data agreed by the parties.
3.3 Calendar Month Basis
Uptime is calculated on a calendar month basis. Partial months at subscription start or after termination are calculated pro-rata.
4. Service Credits
4.1 Credit Schedule
| Monthly Uptime Percentage | Service Credit (% of monthly subscription Fee) |
|---|---|
| ≥ 99.5% | 0% (target met - no credit) |
| 99.0% to < 99.5% | 5% |
| 98.0% to < 99.0% | 10% |
| 95.0% to < 98.0% | 15% |
| 90.0% to < 95.0% | 20% |
| Below 90.0% | 25% (maximum cap) |
4.2 What "Monthly Subscription Fee" Means
Includes the Core Platform subscription Fee for the affected month plus add-on module Fees for modules covered by the affected Downtime.
Does not include: Communications Surcharges; third-party pass-through Fees; taxes; Fees for unaffected modules or features; wallet balance spent on usage.
4.3 Cap
Total service credit for any calendar month is capped at 25% of the Monthly Subscription Fee.
4.4 Form of Credit
Service credits are issued as account credit applied against your next subscription Fee invoice. Not money refunds, non-transferable, expire if your account is terminated for cause or non-payment.
4.5 Credits Are Sole and Exclusive Remedy
The service credits in this SLA are your sole and exclusive remedy for any failure to meet the SLA target. Does not entitle you to any other refund, damages, or termination right based solely on SLA non-compliance. Termination for material breach under MSA Section 17.3 remains available for chronic, multi-month failure after written notice.
5. Exclusions From Downtime
The following do not count as Downtime:
5.1 Scheduled Maintenance
Maintenance windows announced at least 48 hours in advance, typically scheduled during low-usage hours (02:00 - 06:00 local timezone or HighLevel's standard windows).
5.2 Emergency Maintenance
Required to address security vulnerabilities, data integrity threats, or other urgent issues, where 48-hour notice is not feasible.
5.3 Third-Party and Out-of-Scope Outages
(a) HighLevel underlying infrastructure outages - to the extent reflected on status.gohighlevel.com. However: we strive to provide back-to-back relief. Where HighLevel issues us credit for an underlying outage, we will pass through the proportional benefit.
(b) Telecommunications carrier outages (Twilio, LeadConnector, mobile carriers, ISPs).
(c) Third-party service outages (Google, Meta, AI Sub-processors, payment processors, DNS providers).
(d) Internet backbone or BGP-level outages.
5.4 Customer-Caused Issues
(a) your acts or omissions (misconfiguration, rate limits, capacity exceedance, integrations overload); (b) breach of the AUP by you or your end users; (c) unauthorized access due to your failure to maintain security; (d) payment failures resulting in account suspension.
5.5 Force Majeure
Per MSA Section 20.5: natural disasters, war, terrorism, pandemic, government action, cyberattack on Sub-processors, labor disputes, sanctions, embargo.
5.6 Beta Features
Outages affecting Beta Features are excluded.
5.7 Suspended Accounts and Sub-Accounts
Periods during which your account or specific Sub-Accounts are suspended.
5.8 Notice Period for Plan Changes
A short transition period (typically up to 24 hours) following plan changes, account migrations, or new feature activations.
5.9 Geographic / Regional Issues
Issues affecting only a small subset of users due to regional internet conditions.
6. How to Claim a Service Credit
6.1 Claim Required
Service credits are not automatic. You must submit a claim to receive credit.
6.2 How to Claim
Submit by emailing info@followup.agency with:
(a) your account email and subscription plan; (b) the calendar month for which you are claiming; (c) the Downtime period(s) (date, time, duration, evidence such as screenshots, error logs, or third-party monitoring data); (d) any business impact description.
6.3 Time Limit
Claims must be submitted within 30 days of the end of the calendar month in which the Downtime occurred.
6.4 Our Response
We will acknowledge within 5 business days; investigate by reviewing our monitoring, the Status Page, HighLevel's status records, and your evidence; respond with our determination within 30 days; if approved, apply the credit to your next invoice.
6.5 Disputes
If you disagree with our determination, the dispute is subject to MSA Section 18 (informal resolution → arbitration).
7. Communications and Status Updates
7.1 Incident Communication
When we are aware of an incident affecting the Platform: we post on the Status Page as soon as reasonably possible; for major incidents we email SLA-eligible Customers; provide periodic updates; after resolution, publish a post-incident summary with Root Cause Analysis (RCA) for major incidents.
7.2 Subscribing to Status Updates
You may subscribe to status updates via the Status Page.
7.3 RCA on Request
For SLA-eligible Customers affected by a major incident, you may request an RCA in writing by emailing info@followup.agency within 30 days. Provided within ~30 days, subject to confidentiality.
8. Special Cases
8.1 Reseller Customers
This SLA applies to the aggregate Core Platform availability for your Platform Account, not to individual Sub-Accounts.
8.2 Annual Subscriptions
The "Monthly Subscription Fee" for credit calculation is the annual Fee divided by 12.
8.3 Plan Changes Mid-Month
The SLA applies pro-rata for the SLA-eligible portion of the month.
8.4 Multi-Sub-Account Outages
For Reseller Customers, Sub-Account-specific issues are handled through standard support channels.
9. Updates to This SLA
We may update from time to time. Material adverse changes require at least 30 days' prior notice. We will revisit when HighLevel formally publishes its own SLA or when our monitoring data justifies higher uptime targets.
10. Higher SLA on Custom / Enterprise Tiers
For Enterprise or Custom-tier Customers, we may agree to: higher uptime targets (99.9% with carve-outs); larger service credit caps; dedicated technical account management; extended RCA and incident communication commitments; specific RPO/RTO commitments.
11. Contact
- Service credit claims, RCA requests: info@followup.agency
- Escalation: info@followup.agency
- General billing: info@followup.agency
Sales Consulting Group LLC (operating as FollowUP CRM) Bakhtrioni 11, Tbilisi, Georgia Company ID: 405727254
End of Service Level Agreement v2.0