Service level agreement
Effective date: October 30, 2026
Rollout status1. Scope
This Service Level Agreement ("SLA") describes technical support provided by GeckoCheck Technologies Inc. ("Company") for the Licensed Products under the Platform Terms of Use, unless the Order states otherwise. A separately agreed Order may provide a custom SLA.
2. Response targets
- High: a production issue preventing use of a core function, with no reasonable workaround. Initial response within 1 business day.
- Medium: impaired functionality with a workaround. Initial response within 2 business days.
- Low: general questions, minor issues or enhancement requests. Initial response within 5 business days.
Business days are Monday to Friday, excluding US federal holidays. Response times are measured from receipt of the request by email; only business days count. A response is an initial acknowledgement and assessment, not a resolution deadline.
Response times are targets. Missing a target is not, by itself, a breach of the Terms and does not entitle Customer to any credit, refund or right to cancel. This does not limit termination for an uncured material breach or mandatory rights under applicable law.
3. Contact
Submit requests to support@geckocheck.com with a description of the issue, its business impact and relevant reproduction steps. Do not include passwords or payment details.
4. Exclusions
Targets do not apply to scheduled maintenance; events beyond Company's reasonable control; issues caused by Customer systems, misuse or unauthorized changes; third-party service outages; or changes in third-party AI models, search engines or their outputs. This SLA does not guarantee uptime, AI rankings, citations or business outcomes.
5. Changes and versions
Company may update this SLA by posting a new version and emailing Customer at least 30 days before it takes effect. Changes will not materially reduce support during a paid term. Each effective version will retain its original effective date and remain accessible in version history.
Version history: October 30, 2026, first effective version.