Service Level Agreement

1 Introduction

This Service Level Agreement ("SLA") defines the service commitments, performance standards, and remedies that Virely LLC ("Dealsby," "we," "us") provides to subscribers ("Customer," "you") of the Dealsby Reservations restaurant and hospitality reservation management platform.

This SLA applies to all paid subscription plans: Starter ($59/month), Growth ($99/month), and Enterprise ($399/month). This agreement is effective as of February 1, 2026, and remains in effect for the duration of the Customer's active subscription.

2 Platform Availability

2.1 Uptime Guarantee

Dealsby Reservations guarantees 99.5% monthly uptime for all paid subscription plans. Uptime is calculated as the total minutes in a calendar month minus downtime minutes, divided by total minutes in the month.

2.2 Exclusions

• Scheduled maintenance windows (announced minimum 48 hours in advance)
• Force majeure events beyond reasonable control
• Third-party service provider outages (Twilio, SendGrid, Stripe, Firebase)
• Customer-caused issues, including misconfiguration or exceeding usage limits
• Internet connectivity issues outside Dealsby's network infrastructure

2.3 Service Credits

If monthly uptime falls below 99.5%, affected Customers are eligible for service credits:

Monthly Uptime	Service Credit
99.0% – 99.5%	10% of monthly fee
95.0% – 99.0%	25% of monthly fee
Below 95.0%	50% of monthly fee

3 Customer Support

3.1 Support Channels

All customers receive email support at [email protected]. In-platform support is available via the Help & Tutorials system. Platform status updates are published at status.dealsby.io.

3.2 Response Times by Priority

Priority	Description	Starter	Growth	Enterprise
Critical	Platform-wide outage or complete loss of service	4 hours	2 hours	1 hour
High	Major feature unavailable, significant business impact	12 hours	6 hours	3 hours
Medium	Feature degraded, workaround available	24 hours	12 hours	6 hours
Low	General questions, feature requests	48 hours	24 hours	12 hours

3.3 Support Hours

Standard support: Monday–Friday, 9:00 AM–6:00 PM EST, excluding federal holidays. Critical-priority issues are monitored outside standard hours for Growth and Enterprise plans. Enterprise customers receive dedicated priority support with escalation paths.

4 Communication Delivery Standards

4.1 SMS Delivery

• 95% of SMS delivered within 30 seconds of send request
• 99% of SMS delivered within 5 minutes of send request
• Subject to carrier availability and recipient device status

4.2 Email Delivery

• 99% of emails delivered within 5 minutes of send request
• Deliverability rate target of 98% or higher
• Subject to recipient server acceptance and spam filtering

4.3 Monthly Communication Allocations

Allocation	Starter	Growth	Enterprise
SMS Messages	1,000/mo	2,000/mo	8,000/mo
Email Messages	5,000/mo	10,000/mo	40,000/mo
Locations	1	3	Up to 8

4.4 Add-On Packages & Overage

Package	SMS	Emails	Price
Small	1,000	5,000	$20/mo
Medium	2,500	10,000	$45/mo
Large	5,000	25,000	$95/mo

Pay-as-you-go: $0.01/SMS and $0.001/email.

5 Data Security & Privacy

5.1 Encryption

All data encrypted at rest using AES-256 and in transit using TLS 1.3. Payment information processed through Stripe — never stored on Dealsby servers.

5.2 Data Backups

Automated daily backups with 30-day retention. Recovery guarantee: 12 hours (Enterprise), 24 hours (Growth), 48 hours (Starter).

5.3 Data Persistence

Comprehensive persistence including autosave every 30 seconds, save on browser close/refresh, and complete data save on logout. Manual deletion is the only way to remove reservation data.

5.4 Compliance

• California Consumer Privacy Act (CCPA)
• PCI DSS compliant payment processing via Stripe

5.5 Data Ownership

Customer retains full ownership of all data entered into the platform. Dealsby does not sell, share, or monetize Customer data.

6 Service Updates & Maintenance

6.1 Scheduled Maintenance

Performed during off-peak hours, typically 2:00–5:00 AM EST. Minimum 48 hours advance notice via email and in-platform notification.

6.2 Emergency Maintenance

Critical security or stability maintenance may occur without advance notice. Affected customers notified as soon as reasonably possible.

6.3 Platform Updates

Regular feature updates, bug fixes, and performance improvements deployed with zero downtime wherever possible. Significant changes communicated with minimum 30 days advance notice.

6.4 Status Page

Real-time platform status, incident reports, and maintenance schedules at status.dealsby.io.

7 Platform Features & Scope

Core features covered by this SLA:

• Reservation scheduling, walk-in management, and guest seating
• Interactive floor plan with drag-and-drop table management
• Waitlist management with drag-to-book (Growth/Enterprise)
• Online booking widget with embeddable code
• Automated reminders (24h, 2h, custom SMS/email with templates)
• Guest CRM with VIP profiles, dietary preferences, occasion tracking
• SMS and email communications (Twilio/SendGrid)
• Day, week, and month calendar views
• Analytics and smart insights (Growth/Enterprise)
• Multi-location support (Enterprise)
• Industry-specific templates for 17+ business types
• Business hours enforcement with holiday management
• Revenue tracking and reporting with data export
• Billing management and add-on administration
• Guided tour system and tutorial library
• Audit logging and activity tracking

7.1 Feature Availability by Plan

Feature	Starter	Growth	Enterprise
Reservations & Walk-ins	✅	✅	✅
Floor Plan Management	✅	✅	✅
Online Booking Widget	✅	✅	✅
Automated Reminders	✅	✅	✅
Guest CRM	✅	✅	✅
Waitlist Management	—	✅	✅
Analytics & Smart Insights	—	✅	✅
Data Export	—	✅	✅
Multi-Location	—	—	✅

8 Billing & Subscription Terms

8.1 Billing Cycle

Calendar-based, 1st to last day of each month. Prorated amounts based on actual days in the current month.

8.2 Plan Changes

Upgrades take effect immediately with prorated billing. Downgrades take effect at the start of the next billing cycle. All changes include a 3-step confirmation flow with Stripe subscription verification.

8.3 Cancellation

Cancel at any time. Access continues through end of current billing cycle. No partial refunds. Customer data retained for 30 days before permanent deletion.

9 Limitation of Liability

Dealsby's total liability shall not exceed the total fees paid by the Customer during the twelve (12) months preceding the incident. Service credits are the sole and exclusive remedy for uptime failures.

Dealsby shall not be liable for indirect, incidental, special, consequential, or punitive damages, including loss of revenue, profits, data, or business interruption.

10 Term & Modifications

10.1 Term

Effective from the date of paid subscription and remains in effect for the duration of the active subscription.

10.2 Modifications

Dealsby reserves the right to modify this SLA. Material changes communicated via email with minimum 30 days advance notice. Continued use constitutes acceptance.

11 Contact Information

For SLA questions, service credit requests, or support inquiries: