Service Level Agreement (SLA)

GoFastSUPPORT.ai Service Level Agreement

Version: 1.0
Provider: GoFast Technologies LLC, a Florida limited liability company (“GoFast,” “we,” “us,” or “our”)
Customer: The person or legal entity that purchases an eligible GoFastSUPPORT.ai subscription (“Customer”)

1. Purpose and relationship to other terms

This Service Level Agreement (“SLA”) describes the availability and technical support commitments applicable to eligible paid subscriptions for the GoFastSUPPORT.ai-hosted service (the “Service”). This SLA forms part of the agreement between GoFast and Customer, including the GoFastSUPPORT.ai Terms of Service, Order Form, Data Processing Addendum, Acceptable Use Policy, and any other documents expressly incorporated by reference (collectively, the “Agreement”).

If this SLA conflicts with an executed Order Form, the Order Form controls only to the extent it expressly identifies and modifies this SLA. If this SLA conflicts with the Terms of Service on a matter not expressly addressed in an Order Form, the Terms of Service control.

2. Eligible subscriptions

This SLA applies only to the subscriptions when the Customer’s account is paid, active, and in good standing. Business, Professional, free-trial, beta, preview, demonstration, evaluation, and complimentary services are not covered by the uptime commitment or service-credit remedy unless an Order Form expressly states otherwise.

Professional customers may purchase SLA coverage if GoFast offers it in writing. Any purchased coverage begins on the date specified in the applicable Order Form.

3. Service availability commitment

GoFast will use commercially reasonable efforts to make the production Service available at least 99.9% of each calendar month (the “Monthly Uptime Commitment”), excluding Excluded Downtime defined below.

Monthly uptime percentage is calculated as follows:

Monthly Uptime % = ((Total Minutes − Unavailable Minutes − Excluded Downtime Minutes) ÷ (Total Minutes − Excluded Downtime Minutes)) × 100

“Unavailable” means that the production Service is materially inaccessible to substantially all of Customer’s authorized users because of a failure within systems controlled by GoFast. A slowdown, an isolated feature problem, an individual user problem, or a failure affecting only a portion of users is not automatically Unavailable unless GoFast reasonably determines that it prevents the Customer from using the Service’s core support functions.

Availability is measured by GoFast’s monitoring systems. GoFast will investigate credible contrary evidence supplied by Customer.

4. Excluded downtime

The following do not count as Unavailable Minutes:

Announced scheduled maintenance;

Emergency maintenance reasonably required to protect security, data integrity, or service stability;

Failures caused by Customer systems, content, instructions, configurations, domains, DNS, networks, devices, credentials, integrations, code, or authorized users;

Failures of third-party services outside GoFast’s reasonable control, including internet carriers, cloud infrastructure, domain registrars, email or messaging providers, payment processors, external APIs, AI model providers, and third-party integrations;

Internet-wide disruptions, denial-of-service attacks, malicious activity, force-majeure events, government actions, war, civil unrest, natural disasters, epidemics, utility failures, or other events beyond GoFast’s reasonable control;

Suspension permitted by the Agreement, including suspension for nonpayment, suspected abuse, unlawful activity, security threats, or violation of applicable policies;

Beta, preview, experimental, trial, demonstration, or no-charge features;

Customer-requested maintenance, testing, changes, migrations, or downtime; or

Use contrary to the documentation, stated technical requirements, fair-use limits, or Agreement.

5. Maintenance

GoFast will ordinarily provide at least 48 hours’ notice of scheduled maintenance expected to cause a material interruption. When reasonably possible, maintenance will be scheduled during lower-traffic periods. Emergency maintenance may occur without advance notice; GoFast will provide notice as soon as reasonably practicable.

Routine updates that do not materially interrupt the Service may be performed without notice.

6. Incident priorities

GoFast assigns support priority after reasonably assessing the incident’s scope, reproducibility, security implications, and business impact.

Response targets measure the time until GoFast acknowledges the ticket and begins reasonable investigation. They are not guaranteed resolution times. Resolution depends on severity, reproducibility, Customer cooperation, third-party dependencies, and the nature of the correction required.

GoFast may change an incident’s priority when the reported impact does not meet the applicable definition. Feature requests are not incidents and have no delivery commitment.

7. Support channels and operating hours

The customer must report incidents via email at admin@gofasttechnologies.com. P1 incidents should be marked as Critical /P1 and must include the account name, affected domain, start time, screenshots or recordings, when available, steps to reproduce, affected users, and a Customer contact who can assist with testing.

For P1 incidents, monitoring and initial response coverage is provided 24 hours a day, 7 days a week. Other support is provided during Support Hours: Monday through Friday, 9:00 a.m. to 6:00 p.m. Indochina Time (ICT, UTC+7), excluding published GoFast holidays. For reference, these hours normally correspond to 10:00 p.m.–7:00 a.m. U.S. Eastern Standard Time or 11:00 p.m.–8:00 a.m. U.S. Eastern Daylight Time on the preceding calendar day.

All SLA timing and availability calculations use Coordinated Universal Time (UTC). The Provider’s personnel may work from Thailand, the United States, or other locations. Work location does not change the contracting entity, governing law, data-protection obligations, or commitments stated in the Agreement.

“Business Day” means a weekday during Support Hours, excluding published GoFast holidays. “Support Hour” means an elapsed hour occurring within Support Hours.

8. Customer responsibilities

To qualify for and maintain SLA coverage, the Customer must:

• Keep all administrative, technical, billing, and emergency contact information accurate and up to date.

• Submit complete, accurate, and timely incident reports through an approved GoFastSUPPORT.ai support channel.

• Maintain supported browsers, devices, networks, domain settings, integrations, and system configurations.

• Protect account credentials, implement available security controls, and promptly report suspected unauthorized access or security incidents.

• Make appropriately knowledgeable personnel reasonably available to assist with diagnosis, testing, and resolution.

• Follow reasonable troubleshooting and mitigation instructions and provide requested logs, screenshots, or other evidence that the Customer is legally permitted to disclose.

• Comply with the Agreement, applicable documentation, usage allowances, acceptable-use requirements, and payment terms.

• Remain current with all subscription fees, invoices, and other financial obligations owed to GoFast.

Any response or resolution target may be paused for the duration of a delay caused by the Customer’s failure to provide required information, access, cooperation, or payment. SLA coverage may be suspended while the Customer’s account is overdue, suspended, or otherwise not in good standing.

9. Service credits

If GoFast fails to meet the Monthly Uptime Commitment, Customer may request the following credit against the recurring monthly subscription fee for the affected Enterprise Service:

Service credits are calculated only on the monthly recurring subscription fee actually paid for the affected Service, excluding taxes, setup fees, training, professional services, add-ons, overages, usage fees, affiliate commissions, discounts, refunds, and third-party charges.

Credits cannot exceed 25% of the affected monthly recurring subscription fee for any calendar month. Credits are not cash refunds, cannot be transferred, have no cash value, and are applied to a future invoice. If Customer has no future invoice, the credit expires without payment unless applicable law requires otherwise.

Service credits are Customer’s sole and exclusive monetary remedy for failure to meet this SLA, without limiting remedies that cannot legally be excluded.

10. Credit-request procedure

Customer must submit a written credit request to admin@gofasttechnologies.com within 30 calendar days after the end of the affected month. The request must include:

Customer’s legal and account names;

The affected domain or account identifier;

Dates, times, and duration of each claimed outage in UTC;

Relevant support-ticket numbers; and

Reasonable supporting evidence.

Customer must have reported the incident promptly while it was occurring, unless reporting was impossible because the applicable GoFast support channel was itself unavailable. Late, incomplete, duplicative, or unsupported requests may be denied. GoFast will evaluate requests reasonably and in good faith.

11. Security and data incidents

Suspected security or privacy incidents must be reported immediately. Security-incident response, investigation, notification, and cooperation obligations are governed by the Agreement and any applicable Data Processing Addendum. This SLA does not replace those obligations and does not guarantee that the Service will be free from all security threats or unauthorized acts.

12. Backups and disaster recovery

GoFast maintains commercially reasonable backup and recovery measures appropriate to the Service. Unless an executed Order Form expressly provides specific recovery objectives, backup frequency, recovery point objectives, and recovery time objectives are operational targets rather than contractual guarantees.

Customer remains responsible for maintaining copies of any Customer Data that the Service permits Customer to export and for maintaining business-continuity procedures appropriate to Customer’s operations.

13. Changes to this SLA

GoFast may update this SLA prospectively by posting a revised version and effective date. A change that materially reduces an active Customer’s core SLA protections will ordinarily take effect at the Customer’s next subscription renewal, unless the change is required by law, addresses a security risk, applies to a new or modified service, or is accepted in writing by Customer.

14. Term and termination

This SLA begins when Customer’s eligible paid subscription begins and ends when that subscription expires, is downgraded, or is terminated. Accrued and properly requested service credits remain subject to the Agreement. Termination rights, if any, are governed by the Terms of Service or applicable Order Form.

15. Contracting entity and governing law

The Service is provided and contracted by GoFast Technologies LLC, a Florida limited liability company, with a business address at 1721 SE 47th Terrace, Cape Coral, Florida 33904, United States of America. Operational personnel may perform services from Thailand or other locations.

This SLA is governed by the law and the dispute-resolution provisions set forth in the Terms of Service. If the Terms of Service do not contain those provisions, this SLA is governed by the laws of the State of Florida, without regard to conflict-of-law rules, and the state and federal courts located in LEE County, Florida have exclusive jurisdiction, subject to any binding arbitration provision agreed by the parties.

16. Contact information

Technical support: admin@gofasttechnologies.com
Legal notices: admin@gofasttechnologies.com