SERVICE LEVEL AGREEMENT (SLA)

Purpose of This Agreement

This Service Level Agreement (“SLA”) outlines MarketMosaicPro’s commitments to platform availability, performance, support, and maintenance.
It also defines user responsibilities and conditions under which the Service may be temporarily unavailable.

This SLA applies to all active subscribers and operates in conjunction with the Terms & Conditions, Privacy Policy, and User Agreement.

Service Availability

MarketMosaicPro is designed to provide reliable, consistent access.
However, we do not guarantee uninterrupted availability.

The platform may be unavailable due to:

• Scheduled maintenance
• Software updates or improvements
• Hosting provider issues
• Network or infrastructure failures
• Security events
• Force majeure situations

Users acknowledge that occasional downtime may occur and do not qualify for refunds or service credits.

Scheduled Maintenance

Routine maintenance may be performed to ensure the security and performance of the platform.
When possible, maintenance windows will be scheduled during low-usage periods.

We may or may not provide prior notice depending on the nature of the update.

Emergency Maintenance

In certain circumstances (such as security threats or unexpected system failures), emergency maintenance may be performed without prior notice.

We will restore full service as quickly as reasonably possible.

Performance Expectations

We aim to:

• Maintain stable access to the platform
• Deliver features as intended
• Optimize system speed and responsiveness
• Resolve technical issues in a reasonable timeframe

However, performance may vary based on:

• Device or browser compatibility
• Internet connection quality
• Third-party provider behavior
• User-generated content volume

Users are responsible for maintaining compatible hardware and network conditions.

Customer Support

Support is provided via email at:

📧 support@marketmosaicpro.ca

Support hours and response times may vary.
We do not offer guaranteed response times or 24/7 live support.

We strive to respond promptly to all inquiries and to resolve issues efficiently.

Backups and Data Protection

MarketMosaicPro uses backups for system integrity and reliability.

Please note:

• Backups are for disaster recovery only
• Backups are not available for user-initiated retrieval
• Deleted data may remain in backup systems temporarily before permanent overwrite

Regular data exports are the user’s responsibility.

No Service Credits or Refunds

MarketMosaicPro does not provide:

• Uptime guarantees
• Service credits
• Refunds for downtime
• Prorated billing adjustments

Our Refund Policy remains in full effect for all subscribers.

User Responsibilities

Users agree to:

• Maintain accurate account information
• Use supported and up-to-date devices or browsers
• Avoid abusive or excessive usage that may degrade system performance
• Report issues through proper support channels
• Not interfere with system operations or security

Failure to comply may result in account suspension or termination.

Third-Party Providers & Dependencies

MarketMosaicPro relies on trusted third-party providers for:

• Hosting and cloud infrastructure
• Email delivery
• Analytics
• Payment processing
• Authentication

Service availability may be impacted by issues outside our direct control.

Modifications to the Service

We may add, modify, or remove features to improve performance or security.
Updates may occur with or without notice.

Continued use of the platform constitutes acceptance of such changes.

SLA Revisions

We may update this SLA periodically.
Revised versions become effective upon posting.
Users are encouraged to review this page regularly.