Service Agreements
Enterprise-grade commitments for our customers
Service Level Agreement (SLA)
Uptime Guarantee
99.9% monthly uptime (< 43 minutes downtime/month)
Support Response Times
- • Critical: 1 hour (Enterprise)
- • High: 4 hours (Pro & Enterprise)
- • Normal: 24 hours (All plans)
- • Low: 48 hours (All plans)
Incident Handling
- • Status page updates within 15 minutes
- • Root cause analysis for major incidents
- • Post-mortem reports for Enterprise
Credits for Downtime
Pro-rated service credits if we miss SLA targets
Data Processing Agreement (DPA)
GDPR Compliance
Article 28 compliant data processing terms for EU customers
Data Location
Primary storage in EU (AWS Frankfurt), with optional US/Asia regions
Sub-Processors
- • AWS (Cloud infrastructure)
- • SendGrid (Email delivery)
- • Stripe (Payment processing)
- • Full list maintained in DPA appendix
Security Measures
- • TLS 1.3 encryption in transit
- • AES-256 encryption at rest
- • Regular security audits
- • 72-hour breach notification
Professional Services Agreement
For Enterprise customers requiring custom implementation, training, or development services.
Implementation Services
- • Custom onboarding and training
- • CRM integration setup
- • Data migration assistance
- • Campaign strategy consultation
Custom Development
- • Custom API integrations
- • White-label configurations
- • Advanced workflow automation
- • Proprietary AI model fine-tuning
Pricing
Professional services billed hourly ($200/hour) or fixed-price projects. Contact enterprise@soldie.io for a quote.
Need Custom Terms?
We can work with your legal team to accommodate specific requirements for large deployments.
Contact Legal Team