Homeland Development Services LLC
Homeland Development Services LLC
Service Dashboard SLA
Effective Date: January 15, 2026
Version: 1.0
This Service Level Agreement ("SLA") is provided under and forms a Supplemental Document to the main End-User License Agreement ("Agreement") between Homeland Development Services LLC ("HDS," "Provider," "we") and Customer. Capitalized terms not defined in this SLA have the meaning given to them in the main Agreement.
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HDS commits to maintaining 99.5% availability of the Services during each calendar month, excluding Scheduled Maintenance and Excluded Downtime.
Monthly Availability is calculated as:
```
Availability % = ((Total Minutes in Month - Downtime Minutes) / Total Minutes in Month) × 100
```
Where "Downtime Minutes" means the total minutes during which the Services were unavailable, excluding Scheduled Maintenance and Excluded Downtime.
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HDS will provide at least 72 hours advance notice for scheduled maintenance via email to designated Customer contacts and/or through in-app notifications.
Scheduled maintenance will typically be conducted during the following windows to minimize disruption:
HDS shall use reasonable endeavors to ensure that scheduled maintenance does not exceed 4 hours per maintenance window, and no more than 8 hours total per calendar month.
In cases of urgent security patches or critical infrastructure updates, HDS may perform emergency maintenance with shorter notice. HDS will provide as much advance notice as reasonably possible and communicate status updates throughout the maintenance period.
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Excluded Downtime means any period of unavailability of the Services caused by:
1. Scheduled Maintenance – Maintenance for which the required notice was provided
2. Force Majeure Events – Events beyond HDS's reasonable control as defined in the Agreement
3. Customer Actions – Issues arising from Customer's use, configuration, network environment, or actions
4. Third-Party Dependencies – Outages of third-party services outside HDS's control (e.g., Supabase, Clerk, Vercel)
5. Customer Breach – Service suspension due to Customer's breach of the Agreement (e.g., non-payment)
6. Non-Production Environments – Unavailability of development, staging, beta, or trial environments
The following third-party service outages are considered Excluded Downtime:
HDS will communicate third-party outages to affected Customers as soon as reasonably practicable.
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| Parameter | Value |
|-----------|-------|
| Support Days | Monday through Friday |
| Support Hours | 8:00 AM – 6:00 PM Central Time |
| Holidays | U.S. federal holidays excluded |
Support is available through:
For Critical Issues outside normal support hours, Customers may contact the emergency support line provided in their onboarding materials. After-hours support is limited to Critical Issues affecting production systems.
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| Severity | Description | Examples |
|----------|-------------|----------|
| Critical | Complete service outage or security breach affecting all users | Platform completely inaccessible; data breach detected |
| High | Major functionality impaired; significant business impact | Work orders cannot be submitted; QuickBooks sync failing for all users |
| Medium | Partial functionality affected; workaround available | Reports loading slowly; specific feature not working |
| Low | Minor issues; cosmetic problems; feature requests | UI display issues; documentation questions |
| Severity | Initial Response | Status Update Frequency |
|----------|-----------------|------------------------|
| Critical | 1 hour | Every 2 hours until resolved |
| High | 4 hours | Every 8 hours until resolved |
| Medium | 1 business day | Every 2 business days |
| Low | 3 business days | As needed |
Response Time means the time from when HDS receives the support request through a designated support channel to when HDS acknowledges receipt and begins investigation.
| Severity | Target Resolution Time |
|----------|----------------------|
| Critical | 4 hours |
| High | 24 hours |
| Medium | 5 business days |
| Low | 30 business days |
Resolution targets are goals, not guarantees. Complex issues may require additional time, and HDS will communicate progress and expected timelines.
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HDS will implement reasonable administrative, physical, and technical measures to maintain the security, stability, and integrity of the Services, including:
HDS will promptly notify Customer of any known security breaches or service issues that affect Customer's data or access, within 72 hours of discovery.
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If Monthly Availability falls below the committed 99.5%, Customer may request Service Credits in accordance with the following schedule:
| Monthly Availability | Service Credit (% of Monthly Fee) |
|---------------------|----------------------------------|
| 99.0% – 99.49% | 5% |
| 98.0% – 98.99% | 10% |
| 95.0% – 97.99% | 20% |
| Below 95.0% | 30% |
Service Credits are calculated as a percentage of the monthly subscription fee for the affected Service during the month in which the downtime occurred.
To request Service Credits, Customer must:
1. Submit a written request to support@hdsok.com within 30 days of the end of the affected month
2. Include the dates and times of the downtime
3. Provide a brief description of the impact
HDS will verify the claim and apply valid credits to the next invoice within 60 days.
Service Credits are not available for:
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To ensure optimal service delivery, Customer agrees to:
Maintain current contact information for support and maintenance notifications.
Report issues promptly through designated support channels with sufficient detail for diagnosis.
Cooperate with HDS in troubleshooting, including providing access logs, screenshots, and reproduction steps when requested.
Maintain compatible browsers, internet connectivity, and network configurations as specified in the Documentation.
Implement appropriate security measures on Customer systems that interact with the Services.
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HDS will review this SLA annually and may update service levels, support hours, or response times based on:
Material changes to this SLA will be communicated to Customers at least 30 days in advance via email.
Changes to this SLA apply prospectively only and do not affect Service Credits for periods prior to the change.
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If an issue is not being resolved satisfactorily, Customer may escalate:
| Level | Contact | Timeframe |
|-------|---------|-----------|
| Level 1 | Support Team | Initial contact |
| Level 2 | Support Manager | After 24 hours without resolution |
| Level 3 | Technical Director | After 48 hours without resolution |
| Level 4 | Executive Sponsor | Critical issues unresolved after 72 hours |
For escalations, email: escalations@hdsok.com
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Upon request, HDS will provide monthly availability reports showing:
For Critical and High severity incidents, HDS will provide a post-incident report within 5 business days including:
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Technical Support
Email: support@hdsok.com
Phone: (405) 555-0123
Hours: Monday–Friday, 8:00 AM – 6:00 PM CT
SLA Inquiries & Service Credit Requests
Email: sla@hdsok.com
Escalations
Email: escalations@hdsok.com
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This SLA is incorporated by reference into the End-User License Agreement. In case of conflict between this SLA and the Agreement, the terms of the Agreement shall prevail.
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