This Service Level Agreement (“SLA”) is incorporated into and forms part of the Software as a Service Subscription Agreement (“Agreement”) between Praedium Insights LLC (“Praedium,” “we,” “us”) and the subscribing customer (“Customer,” “you”). This SLA sets forth the service level commitments for the Praedium cloud-based real estate software platform (the “Services”).
1.Definitions
“Downtime” means any period during which the Services are unavailable or materially degraded, as measured by Praedium’s monitoring systems. Downtime is calculated in minutes.
“Monthly Uptime Percentage” means the total minutes in a calendar month minus Downtime minutes, divided by total minutes in the month, expressed as a percentage.
“Scheduled Maintenance” means planned maintenance windows communicated to Customer in advance.
“Service Credit” means the credit issued to Customer’s account as described in Section 5.
“Business Hours” means Monday through Friday, 8:00 AM to 6:00 PM Central Time, excluding U.S. federal holidays.
2.Service Availability Commitment
2.1 Uptime Commitment
Praedium commits to a Monthly Uptime Percentage of 99.5% for the Services (“Uptime Commitment”).
2.2 Uptime Calculation
Monthly Uptime Percentage = ((Total Minutes in Month − Downtime Minutes) / Total Minutes in Month) x 100
Example: A 30-day month has 43,200 minutes. If Downtime is 216 minutes, Monthly Uptime = ((43,200 − 216) / 43,200) x 100 = 99.5%
2.3 Maximum Allowable Downtime
Based on the 99.5% commitment:
| Period | Maximum Downtime |
|---|---|
| Monthly | 3 hours 36 minutes |
| Quarterly | 10 hours 48 minutes |
| Annually | 43 hours 48 minutes |
3.Exclusions
The following are excluded from Downtime calculations and do not count against the Uptime Commitment:
3.1 Scheduled Maintenance
- Maintenance windows communicated at least 48 hours in advance
- Maintenance performed during low-usage periods (typically Sundays, 2:00 AM — 6:00 AM CT)
- Emergency maintenance required for security or stability (communicated as soon as practicable)
3.2 Factors Outside Praedium’s Control
- Internet connectivity issues between Customer and Praedium’s infrastructure
- Customer’s hardware, software, or network failures
- Third-party service outages (MLS providers, payment processors, etc.)
- Force majeure events (natural disasters, acts of war, government actions)
- DNS propagation delays
3.3 Customer-Caused Issues
- Customer’s misuse of the Services
- Customer’s failure to follow documentation or recommendations
- Changes made by Customer to configurations or integrations
- Exceeded usage limits or rate limiting due to abuse
3.4 MLS Data Availability
- MLS data feed outages or delays caused by MLS providers
- MLS compliance-related access restrictions
- MLS maintenance windows
4.Service Level Tiers
| Tier | Monthly Uptime | Status |
|---|---|---|
| Exceeded | 99.9% — 100% | Exceptional |
| Met | 99.5% — 99.89% | Commitment Met |
| Below Target | 99.0% — 99.49% | Service Credit Eligible |
| Significant Degradation | 95.0% — 98.99% | Service Credit Eligible |
| Severe Degradation | 90.0% — 94.99% | Service Credit Eligible |
| Major Outage | Below 90.0% | Service Credit Eligible |
5.Service Credits
5.1 Credit Schedule
If Praedium fails to meet the Uptime Commitment, Customer is eligible for Service Credits:
| Monthly Uptime Percentage | Service Credit |
|---|---|
| 99.0% — 99.49% | 10% of monthly fee |
| 95.0% — 98.99% | 25% of monthly fee |
| 90.0% — 94.99% | 50% of monthly fee |
| Below 90.0% | 100% of monthly fee |
5.2 Credit Conditions
- Service Credits are applied to future invoices only
- Credits are not redeemable for cash or refunds
- Maximum credit per month shall not exceed 100% of monthly fees
- Credits expire if not used within 12 months
5.3 Credit Request Process
To receive Service Credits:
- 1. Submit a request to support@praediuminsights.com within 30 days of the incident
- 2. Include the dates and times of Downtime experienced
- 3. Provide a description of the impact to your business
- 4. Praedium will validate the claim against monitoring data
- 5. Approved credits will be applied to the next billing cycle
5.4 Sole Remedy
6.Support Response Times
6.1 Support Tiers
Praedium provides support based on issue severity:
| Severity | Description | Initial Response | Target Resolution |
|---|---|---|---|
| Critical (P1) | Service completely unavailable, no workaround | 1 hour | 4 hours |
| High (P2) | Major feature unavailable, significant impact | 4 hours | 1 business day |
| Medium (P3) | Feature degraded, workaround available | 1 business day | 3 business days |
| Low (P4) | Minor issue, cosmetic, feature request | 2 business days | Best effort |
6.2 Response Time Measurement
- Response times are measured during Business Hours
- Initial response means acknowledgment and assignment, not resolution
- Target resolution times are goals, not guarantees
- Complex issues may require extended resolution timeframes
6.3 Severity Definitions
Critical (P1):
- Complete platform unavailability
- Data loss or corruption
- Security breach in progress
- All users unable to log in
High (P2):
- Major feature completely non-functional (e.g., cannot save contacts)
- Significant performance degradation affecting multiple users
- MLS data sync completely failing
Medium (P3):
- Single feature not working correctly
- Intermittent issues with workaround
- Performance slower than normal
- Single user access issues
Low (P4):
- Cosmetic issues
- Documentation questions
- Feature requests
- General inquiries
7.Maintenance Windows
7.1 Scheduled Maintenance
- Standard maintenance window: Sundays 2:00 AM — 6:00 AM Central Time
- Maintenance requiring Downtime will be communicated 48+ hours in advance
- Most maintenance is performed with zero downtime
7.2 Emergency Maintenance
- Security patches or critical fixes may require emergency maintenance
- Praedium will provide as much notice as practicable
- Emergency maintenance counts toward Downtime unless security-related
7.3 Maintenance Notifications
- Notifications sent via email to account administrators
- Posted on status page (if available)
- In-app notification for scheduled maintenance
8.Monitoring and Reporting
8.1 Service Monitoring
Praedium monitors the Services 24/7 including:
- Application availability and response times
- Database performance and connectivity
- Infrastructure health metrics
- Error rates and anomalies
8.2 Status Communications
- Customers will be notified of significant outages via email
- Post-incident reports provided for Critical (P1) incidents upon request
- Monthly uptime reports available upon request for enterprise customers
8.3 Incident Communication
During an outage, Praedium will:
- Acknowledge the issue within the response time for its severity
- Provide updates at least every 60 minutes for Critical issues
- Send resolution notification when services are restored
- Provide root cause analysis for Critical incidents upon request
9.Data Backup and Recovery
9.1 Backup Schedule
- Full database backups: Daily
- Backup retention: 30 days
9.2 Recovery Objectives
- Recovery Point Objective (RPO): 24 hours (maximum data loss)
- Recovery Time Objective (RTO): 4 hours (target restoration time)
9.3 Data Recovery Requests
- Customer-requested data recovery is available for accidental deletion
- Recovery requests should be submitted within 30 days of data loss
- Recovery is performed on a best-effort basis
- Fees may apply for complex recovery operations
10.Customer Responsibilities
To receive the full benefit of this SLA, Customer agrees to:
- Maintain current contact information for notifications
- Promptly report issues through designated support channels
- Provide reasonable cooperation in troubleshooting
- Follow documentation and best practices
- Keep integrations and connected systems properly configured
- Not engage in activities that degrade service performance
11.SLA Modifications
Praedium may modify this SLA with 30 days’ notice. Changes will not apply retroactively to existing SLA claims. Continued use of the Services after the effective date constitutes acceptance.
12.Limitations
This SLA does not:
- Guarantee specific business outcomes or results
- Warrant accuracy of MLS or third-party data
- Apply to free trials or beta features
- Modify the limitation of liability in the Agreement
- Create any warranty beyond what is stated herein
13.Contact Information
For SLA-related inquiries or credit requests:
Support: support@praediuminsights.com
Subject Line: “SLA Credit Request” or “SLA Inquiry”
Company: Praedium Insights LLC