Service Level Agreement (SLA) — United States

Effective: 2026-09-28 Version: 2026.09.28

This SLA applies to paid production subscriptions and is the Customer's sole and exclusive remedy for Service unavailability.

1. Uptime commitment

Propty targets 99.9% Monthly Uptime for the production application, measured from Propty's incident records, which are published at getpropty.ai/status.

2. Exclusions (do not count as downtime)

Scheduled maintenance with at least 24 hours' notice.
Emergency security patching.
Force majeure (see Terms).
Outages of third-party services and integrations outside Propty's control (e.g., the Customer's connected payment processor, telephony/SMS carriers, email providers, AI model providers, hosting, DNS, or the public internet).
Customer misconfiguration, customer-side network issues, or use outside documentation.
Beta, trial, free-tier, or preview features.

3. Service credits

If Monthly Uptime falls below the target, the Customer may request a service credit against a future invoice:

99.0%–99.9%: 5% of that month's fee.
95.0%–98.99%: 10%.
Below 95.0%: 25%.

Credits are capped at 25% of the affected month's fee, are not refundable in cash, and must be requested in writing within 30 days of the incident.

4. Support targets (not guarantees)

Critical (production down): first response target 4 business hours.
High: 1 business day. Normal: 2 business days.

Support channels are listed at getpropty.ai/contact. These are targets, not warranties.

5. Sole remedy

Service credits are the Customer's exclusive remedy for any unavailability or failure to meet a service level. This SLA does not entitle the Customer to terminate except as expressly stated in the Terms.

— Propty, Inc., 1205 Taylor Street, Austin, TX 78702