Accrue Flow

Service Level Agreement

Effective Date: January 1, 2025Version: 1.0

1. Service Commitment

Accrue Flow commits to 99.9% uptime for document ingestion and alert delivery, measured monthly. "Uptime" excludes scheduled maintenance windows (max 4 hours/month, notified 7 days advance) and force majeure events.

2. Detection & Alert SLAs

2.1 Detection SLA

  • Target: 95% of documents forwarded to Accrue Flow will have actionable deadlines extracted within 2 hours of receipt, 24/7/365.
  • Measurement: Time from document receipt (timestamped at email gateway) to extraction completion.
  • Exclusions: Documents received in corrupted formats, password-protected files, or non-standard encodings that prevent automated parsing.

2.2 Verification SLA

  • High-Risk Alerts (Red): Human verification within 4 hours of extraction.
  • Medium-Risk Alerts (Yellow): Human verification within 12 hours.
  • Informational (Green): AI-only, no human verification required.

2.3 Alert Delivery SLA

  • Critical (Red): Delivery to client and designated contacts within 1 hour of verification completion.
  • Standard (Yellow): Delivery within 4 hours of verification.
  • Channels: Email (primary), SMS/WhatsApp (Red only), Dashboard (all).

3. Missed Deadline Penalty Payment

3.1 What Triggers Payment

If we fail to meet the Detection SLA or Verification SLA for a document containing a deadline, and you suffer a direct, documented financial penalty (e.g., capital call default fee, IRS penalty) solely because of our failure, we will pay the penalty up to $50,000 per occurrence.

3.2 Conditions for Payment

  • Document was forwarded to Accrue Flow email address at least 48 hours before deadline
  • We failed to deliver any alert about the deadline before it passed
  • You directly incurred a penalty from a third party due to missing the deadline
  • You were otherwise prepared and able to meet the deadline

3.3 Maximum Annual Payment

Our total penalty payments to you shall not exceed $150,000 in any 12-month period.

4. Service Credits (Alternative Remedy)

If you prefer not to claim penalty payment, you may elect service credits:

  • Missed Detection SLA: 25% of quarterly fee credited ($3,125)
  • Missed Verification SLA (Red): 50% of quarterly fee credited ($6,250)
  • Uptime < 99.9%: 10% of quarterly fee per 0.1% below threshold

Credits are applied to next quarter's invoice. You must choose either penalty payment OR credit, not both.

5. Reporting & Support

5.1 Monthly Report

  • Documents processed
  • Detection times (avg, p95, p99)
  • Verification times
  • Uptime percentage
  • Missed SLAs with root cause

5.2 Support Tiers

  • Standard: Email (< 4 hr)
  • Red Alert: Phone/WhatsApp (< 15 min)
  • Founding Members: Founder cell (< 1 hr critical)

6. SLA Exclusions

We are not liable for:

  • Failures caused by your email provider (Gmail, Outlook outages)
  • Force majeure events (natural disasters, wars, widespread internet failure)
  • Scheduled maintenance (max 4 hours/month, 7 days notice)
  • Your failure to act on delivered alerts
  • Penalties incurred before service activation date

7. Contact

SLA Inquiries

sla@accrueflow.com

Escalations (24/7)

escalation@accrueflow.com