Service Level Agreement

This Service Level Agreement ("SLA") defines the performance standards, support commitments, and operational expectations for all services provided by Dealer Ad Solutions LLC ("we," "us," "our") to our clients ("you," "your"). This SLA is part of and supplements our Terms of Service. The package names used here (AI Social, AI Full Follow-Up, AI Follow-Up Elite, Ads Growth, Ads Scale, Ads Scale + Vehicle Listings, Showroom Starter, Full Showroom, and Showroom Elite) are described in Section 2 of the Terms. What this SLA says about Ads Scale also applies to Ads Scale + Vehicle Listings. "Business day" has the meaning given in Section 2 of the Terms. Other capitalized terms, such as Activation Date and Qualified Appointment, have the meanings given in the Terms. Where your Order sets a different service level, your Order controls; otherwise, if this SLA and the Terms conflict, the Terms control (Terms, Section 19).

1. System Availability

We commit to maintaining system uptime of 99.5% measured on a monthly basis, excluding scheduled maintenance. "Uptime" means the AI Follow-Up system, CRM pipeline, and automated workflows are operational and processing leads.

Scheduled maintenance windows will be communicated at least 48 hours in advance via email. Maintenance is performed during low-traffic hours (typically 2:00 AM to 5:00 AM Eastern) to minimize impact on lead response.

This uptime commitment does not cover outages caused by third-party platforms (SMS carriers, Facebook, Instagram, TikTok, Google, and our CRM infrastructure provider), internet service disruptions, or force majeure events.

2. AI Response Time

Our AI system is designed to reply to a lead's messages rapidly during normal operations, typically within 60 seconds, on every channel included in your package; first texts to new leads follow the targets below.

Targets:

• Reply to a message from a lead: typically under 60 seconds, day or night (every package that includes AI Follow-Up)
• First text to a new form or listing-site lead: typically within 5 minutes, between 8 AM and 8 PM, both in your dealership's time zone and, when it is known, in the lead's; a lead that arrives outside those hours gets its first text after 8 AM (packages with text messaging)
• Follow-up sequence initiation: within 24 hours of lead creation (every package that includes AI Follow-Up)
• Appointment confirmation: at booking (every package that includes AI Follow-Up)
• Missed-call text-back: typically within 2 minutes of a missed call, between 8 AM and 8 PM, both in your dealership's time zone and, when it is known, in the caller's; calls missed outside those hours are texted after 8 AM (packages with text messaging)
• Appointment reminders: generally 24 hours and 1 hour before the appointment. The hour-before reminder goes out 60 minutes before the appointment, so for an appointment before 9 AM it arrives before 8 AM; a day-before reminder that would fall outside texting hours is skipped (packages with text messaging)

These are operational targets. Response times may be affected by SMS carrier delays, social media platform rate limits, or temporary service disruptions from third-party providers. These factors are outside our control and are not covered by this SLA.

3. Follow-Up Duration

On packages with text messaging (AI Full Follow-Up, AI Follow-Up Elite, Full Showroom, and Showroom Elite), a lead who stops replying receives automated follow-up for up to 8 months after the lead's most recent message (or, if the lead never replied, after their first inquiry). Follow-up consists of multiple touchpoints across the initial speed-to-lead sequence and the long-term nurture cycle. After the nurture cycle completes, the lead is archived.

On Facebook Messenger and Instagram, the platforms generally only allow a business to message a lead within a limited window after the lead's last message. On AI Social and Showroom Starter, follow-up therefore stops when that window closes.

Follow-up pauses while a lead is replying, and stops when the lead opts out, books an appointment, buys, says they are not interested, or reaches the end of the nurture cycle. A lead who replies later can start a new follow-up cycle.

4. Channels Covered

We do not send email follow-up to your leads.

5. Support and Service Levels

Everyday support is by email at support@dealeradsolutions.com. Business hours are Monday to Friday, 9 AM to 6 PM Eastern. On Showroom Elite and AI Follow-Up Elite, your dedicated account manager is also reachable by phone and text.

System outages (leads not being responded to) are handled 24/7 for every package, by phone or text at +1 (307) 381-9007, with a response target under 1 hour.

Everything else depends on your package:

On Showroom Starter, the monthly summary includes your ad results.

Advertising purchased on its own: support by email, with a reply within 1 business day on Ads Scale (including Ads Scale + Vehicle Listings) and within 2 business days on Ads Growth; a plain-English monthly report; and, on Ads Scale, a monthly strategy call.

Your team's own notes to the assistant take effect on its next reply and are not subject to the change times above, which cover changes to the assistant's configured rules.

Reputation management, on every package that includes AI Follow-Up: we send review requests to your customers and reply to new reviews on the review profiles you connect, within the support response time of your package shown above.

6. Onboarding and Build-Out

There is no setup fee for any package. System setup and configuration are completed within 7 business days of receiving all required information from the client. Showroom Elite receives priority onboarding. Required information includes: dealership name and address, business hours, phone number, inventory feed, AI behavior preferences, and connected social media accounts.

For packages with text messaging, text messaging begins only after carrier registration is approved. The timing of that approval is controlled by the carriers, not by us.

Onboarding includes: system configuration, staff training, full lead flow testing across all connected channels, and a calibration call where the AI is validated against real leads before go-live.

7. Advertising Service Levels

• Launch: campaigns go live within 10 business days of receiving account access and approved assets (Ads Scale and Showroom Elite: within 5 business days), subject to the platforms' ad review.
• Ads Growth: up to 2 campaigns per platform, 3 new ad designs and 3 optimization passes each month.
• Ads Scale and Showroom Elite: unlimited campaigns, ad designs, and optimization passes within reasonable volumes.
• Budget: we set your campaigns to stay within the monthly ad budget you approve and will not raise it without your written consent. Platforms may deliver small variances under their own billing rules.

Advertising results are not guaranteed. See Section 11 of the Terms of Service.

8. Performance Guarantee

Every package that includes AI Follow-Up (AI Social, AI Full Follow-Up, AI Follow-Up Elite, Showroom Starter, Full Showroom, and Showroom Elite) comes with a performance guarantee:

• 90-Day Performance: if the assistant books fewer than 5 Qualified Appointments in the first 90 days after the Activation Date, we keep providing AI Follow-Up without charging its fee until the assistant has booked 5, or for 90 more days, whichever comes first, as set out in Section 5 of the Terms of Service.

Full guarantee terms, including the definition of "Qualified Appointment," the dealer interference and conditions clause, the minimum lead-volume requirement, and claim procedures, are specified in our Terms of Service. The guarantee covers the AI Follow-Up service only and does not cover Advertising fees or ad spend.

9. Data Ownership and Access

You own all lead data, conversation history, appointment records, and contact information generated through the system. This data is stored within your dedicated CRM account and is accessible to you during your active subscription.

We will provide a data export on request, at no additional charge, at any time during your subscription and for 30 days after the Services end. After those 30 days, your data is deleted as described in Section 7 of the Terms.

We do not sell your lead data, and we use it only to provide and support your Services. We share it only as described in our Privacy Policy: with the service providers that run the system, the messaging networks that carry the messages, a successor in a business transfer, or where the law requires.

10. Compliance

Our system is designed to support compliance with applicable text messaging and communications regulations, including:

• A2P 10DLC: all SMS sent through registered campaigns with carrier-approved messaging
• TCPA: consent language for forms we build; texting hours of 8 AM to 8 PM for first texts and follow-up, both in your dealership's time zone and, when it is known, in the lead's; a cap of 3 automated follow-up texts to a lead in any 24 hours; and do-not-disturb enforcement. You remain responsible for obtaining and recording consent (Terms, Sections 8 and 9).
• Opt-Out Processing: on text messages, opt-out keywords (STOP, UNSUBSCRIBE, and similar) are processed automatically. On Facebook Messenger, Instagram, and website chat, a message of STOP (or a similar opt-out word in English, Spanish, or French) is processed automatically. On every channel, other clear requests to stop in English, Spanish, or French are recognized and recorded. An unclear request is flagged to your team the same day, and automated messages to that contact pause while your team checks, for up to 24 hours. Once an opt-out is recorded, no further automated messages are sent to that contact on any channel, apart from one message confirming the opt-out, unless the contact texts START to re-subscribe.
• Message Frequency: new leads who do not reply receive up to 5 messages in the first week and about 8 in the first two weeks. Long-term nurture contacts receive roughly 1 message per month. A lead never receives more than 3 automated texts in any 24 hours; replies to the lead's own messages, appointment reminders, and opt-out confirmations are not counted.
• Follow-Up Cap: automated follow-up to a lead who stops replying ends no later than 8 months after the lead's most recent message, and the contact is then archived.

11. Escalation Process

If you experience a service issue that is not resolved through normal support channels, escalation follows this path:

• Your support contact: your account manager on Full Showroom, Showroom Elite, and AI Follow-Up Elite, or our support team by email on every other package. For an outage, call or text us on any package.
• Management: if unresolved within 24 hours, email support@dealeradsolutions.com with "ESCALATION" in the subject line.
• Executive Review: if unresolved within 48 hours of escalation, management will schedule a call within 24 hours to resolve it.

12. Service Credits

If system uptime falls below 99.5% in any calendar month due to causes within our control (excluding third-party outages, scheduled maintenance, and force majeure), you are eligible for a service credit equal to your monthly AI Follow-Up fee multiplied by the qualifying downtime hours and divided by the hours in that month. Service credits must be requested within 30 days of the incident and are applied to the following month's invoice. They have no cash value, lapse when the Services end, and are your sole and exclusive remedy for a failure to meet the uptime commitment.

13. Exclusions

This SLA does not cover:

• Outages or performance issues caused by our CRM infrastructure provider's platform downtime
• Pauses caused by the daily usage limits described in Section 4 of the Terms
• SMS delivery delays caused by carrier networks, or delays in carrier registration approval
• Social media platform outages or messaging limits (Facebook, Instagram, TikTok)
• Advertising performance, which depends on market conditions, inventory, ad spend, and platform approval
• Issues resulting from incorrect information provided by the client (wrong phone numbers, expired links, incorrect business hours)
• Performance impacts caused by client interference with system configuration, workflows, or AI settings
• Force majeure events including natural disasters, government actions, or widespread internet outages

14. Modifications

We may update this SLA as described in Section 17 of the Terms of Service, including at least 30 days' email notice of a material change and your right to cancel if you do not agree.

15. Contact

Questions about this Service Level Agreement can be directed to:

Dealer Ad Solutions LLC
30 N Gould St Ste R
Sheridan, WY 82801
Email: support@dealeradsolutions.com
Phone: +1 (307) 381-9007