vCFO Service Level Agreement

DRAFT pending legal review. Targets below are commitments to be finalized with counsel before launch.

This SLA describes the availability and support commitments for the vCFO Services and is part of the Terms of Service.

1. Availability

We target 99.9% monthly availability of the core platform, excluding scheduled maintenance (announced in advance) and the exclusions below. Long-running agent analysis is asynchronous and is considered available when jobs are accepted and processed.

2. Support response targets by tier

Tier	Channel	Target first response
Steward	Email	1 business day
Controller	Priority email	8 business hours
Strategist	Priority email	4 business hours
Capital	Priority	30 minutes (business hours)
Sovereign	Named contacts	15 minutes, priority

3. Exclusions

Scheduled maintenance announced in advance.
Factors outside our reasonable control, including subprocessor or customer-system outages.
Customer-side connectivity, credentials, or data-source availability.
Beta or "rolling out" capabilities not yet released as live.

4. Remedies

If we materially miss the availability target in a calendar month, you may request a service credit against a future invoice, as the exclusive remedy, by emailing [email protected] within 30 days.