Support and Service Level Agreement

This Support and Service Level Agreement ("SLA") is incorporated into the Terms of Service between you and RepHubCRM, LLC. It describes how support works, what we commit to, and what we do not. It applies for as long as your subscription is active and paid.

1. AI-First Support

Support begins with our AI support agent, available at any hour from Dashboard → Support. The agent has access to your account, tier, territory, leads, and campaigns, and resolves the substantial majority of issues on its own.

When the AI agent cannot resolve an issue — a suspected defect, account data that looks wrong, a payment problem it cannot explain, or a request you insist a person handle — it escalates to a human operator and tells you the response commitment that applies to your tier. The response commitments in Section 2 apply from the moment of that escalation.

2. Response Commitments by Tier

• Business hours are 9:00 a.m. to 5:00 p.m. U.S. Central Time, Monday through Friday, excluding U.S. federal holidays. Business days and business hours are counted on that basis.
• Phone support is available on the Exclusive plan only. Lower tiers are supported by the AI agent and by email.
• These are commitments to respond, not to resolve within the same window. We do not commit to a resolution time, because time to fix depends on the issue.
• The AI support agent is available continuously and is not bound by these windows.

3. How to Get Support

• AI support agent (all tiers, any hour): Dashboard → Support
• Email (all tiers): support@rephubcrm.com
• Phone callback (Exclusive only): request one through the AI support agent or by email; we call you back within the window above
• Billing and cancellation: Dashboard → Settings → Manage billing — self-service, no support ticket required

RepHubCRM is operated by a small team supported by automation. We do not staff a sales floor or a phone queue, and we do not require a call to buy, change, or cancel a subscription.

4. Service Availability

We target 99.5% monthly availability of the dashboard and API, measured excluding the exclusions in Section 5.

This availability figure is an operational target, not a warranty, and no service credits are offered. The Service is provided "as is" and "as available" as stated in Sections 13 and 14 of the Terms of Service. If we fail to meet this target, your remedy is to cancel under Section 10 of the Terms of Service.

Automated outreach runs on a daily batch schedule rather than continuously. A missed batch is not an availability failure, and lead volume varies by territory — we commit to lead quality and verification, never to a specific number of leads, replies, meetings, or revenue.

5. Exclusions

The commitments in this SLA do not apply to:

• Scheduled maintenance, for which we give advance notice where practicable
• Failures of third-party services outside our control, including those listed at rephubcrm.com/subprocessors, and of integrations you connect
• Email deliverability outcomes at recipient mail servers, including filtering, blocking, and reputation decisions we do not control
• Periods when outbound sending is intentionally paused by our deliverability safeguards or by the operator
• Accounts that are past due, suspended, or in violation of the Acceptable Use Policy
• Issues caused by your configuration, your data, or your use of the Service contrary to documentation
• Force majeure events

6. Changes to This SLA

We may update this SLA as described in Section 19 of the Terms of Service. Material reductions in the commitments above are treated as material changes to the Terms and carry the same 30 days notice.