Service Level Agreement

Our forward-looking target for uptime, monitoring, and support on paid AutoSAM plans once the platform reaches general availability (GA).

Pre-GA: forward-looking target — not yet a binding SLA

AutoSAM has not yet reached general availability and is operating on pre-cloud infrastructure. The uptime percentage, response windows, and credit schedule described below are a forward-looking target that GovCertix LLC intends to commit to once paid plans become generally available. Until GA is announced in writing to your account email (or codified in a signed Order Form), no binding service level commitment is in effect and the credit schedule in Section 4 is informational only. Customers on early-access, beta, or free plans are governed by the AutoSAM Terms of Service and (where applicable) the Beta Addendum, which expressly disclaim uptime commitments and service credits.

1. Uptime Target

Once AutoSAM reaches general availability, GovCertix LLC (“AutoSAM”) intends to target 99.9% monthly uptime for all paid plans (Pro, Assure Prime, Consultant/RPO, and Enterprise). Uptime will be measured as the percentage of total minutes in a calendar month during which the AutoSAM platform is available and operational, excluding scheduled maintenance windows and excluded events defined in Section 5. Until GA, this 99.9% figure is a forward-looking target and does not constitute a binding service level commitment.

Post-GA, uptime will be calculated using synthetic HTTP health checks executed every 60 seconds against the primary application endpoint. An outage minute is recorded when the health check returns a non-2xx response or times out for three consecutive checks. Real-time status will be published at status.autosam.io.

2. Monitoring Cadence

AutoSAM runs automated SAM.gov checks on a platform schedule. Entity status is polled daily; exclusion screening runs daily. Monitoring frequency is not differentiated by plan tier — paid plans unlock active monitoring with alerts.

Monitoring cadence refers to how frequently AutoSAM checks SAM.gov data sources for changes to your tracked entities. Actual alert delivery depends on detected changes and notification preferences.

3. Support Response SLAs

Initial response times vary by plan tier. All times refer to first acknowledgment, not resolution.

• Free — Best-effort email support; no response time guarantee

• Pro — Priority email support; initial response within 24 business hours

• Assure Prime I — Priority email and in-app support; initial response within 12 business hours

• Assure Prime II — Priority email and in-app support with priority queue routing; initial response within 12 business hours

• Consultant/RPO — Priority email and in-app support with priority queue routing; initial response within 8 business hours

• Enterprise — Dedicated account management; initial response within 4 business hours, with access to a named account manager and phone support

Business hours are Monday through Friday, 9:00 AM – 6:00 PM Eastern Time, excluding US federal holidays.

4. Remedies & Service Credits (GA-only)

The credit schedule in this Section 4 applies only after AutoSAM reaches general availability (GA). Pre-GA, no service credits accrue or are payable — the figures below are informational and describe the credit structure that GovCertix LLC intends to commit to once GA is announced in writing or codified in a signed Order Form. Once GA is in effect, if AutoSAM fails to meet the 99.9% monthly uptime target, eligible customers on paid plans may claim service credits as follows:

• 99.0% – 99.9% — 10% credit of that month's subscription fee

• 95.0% – 99.0% — 25% credit of that month's subscription fee

• Below 95.0% — 50% credit of that month's subscription fee

Once active, service credits will be applied to future invoices and will not exceed 50% of the monthly subscription fee. Credits are not redeemable for cash. Early-access, beta, and free-tier accounts are not eligible for service credits at any time.

5. Exclusions

The uptime commitment does not apply during:

• Scheduled maintenance — Announced at least 48 hours in advance via email and the AutoSAM status page

• Force majeure — Events beyond our reasonable control, including natural disasters, acts of government, war, pandemics, or widespread internet outages

• Third-party data source downtime — Outages or degraded performance of SAM.gov or other government data sources that AutoSAM depends on

• Customer actions — Issues caused by the customer's own systems, configurations, or misuse of the platform

6. How to Claim Credits

To request a service credit, email support@autosam.io within 30 days of the end of the affected calendar month. Include your account email, the affected dates, and a brief description of the downtime experienced. We will verify the claim against our internal monitoring data and apply any eligible credit within 15 business days.

Last updated: June 30, 2026. This document describes a forward-looking service level target for paid AutoSAM plans. Until general availability is announced in writing, no binding SLA is in effect and no service credits accrue. Free-tier and early-access accounts are provided on an as-is basis without uptime guarantees at any time.