GovDash Service Level Agreement

Policy Overview

GovDash's Production Support and Service Level Availability Policy ("SLA") applies to the GovDash software platform ("Platform") during the term of the applicable GovDash service agreement.

The Platform is based on a multi-tenant operating model that applies common, consistent management practices for all customers and is the basis for the availability, support, security, and data handling commitments below.

Availability Commitment

GovDash makes the Platform available at least 99.5% of each calendar-month service period, measured 24 hours per day, 7 days per week. The exceptions below sit outside the measurement.

Maintenance and Exceptions

The availability measurement covers what GovDash controls. It sets aside downtime from scheduled or emergency maintenance, customer or authorized-user actions, customer connectivity, third-party infrastructure outside GovDash's reasonable control, minimum hardware, software, or browser requirements, and force majeure events.

• Scheduled maintenance: up to four hours per week for routine maintenance, with at least 24 hours' advance written notice, scheduled to minimize disruption to customer operations.
• Overlapping maintenance windows: where weekly, monthly, and quarterly windows coincide, aggregate downtime is capped at five hours.
• Emergency maintenance: unscheduled maintenance to address an acute security vulnerability, data integrity risk, or critical infrastructure failure, with notice as promptly as practicable and real-time status updates at status.govdash.com.

Service Credits

GovDash stands behind its Availability Requirement: if availability comes in below 99.5% for three consecutive service periods, GovDash will provide a service credit.

Support Channels

GovDash provides the following support resources to all customers during the subscription term:

• In-platform live chat: GovDash responds within five minutes during Business Hours for cloud-hosted customers.
• Support tickets: submitted via the Platform or by email to support@govdash.com; monitored daily, Monday through Friday.
• Help Center: self-service documentation, tutorials, and release notes available at all times at support.govdash.com.
• Status page: real-time system status, active incident updates, and maintenance history at status.govdash.com, with automated status notifications available by subscription.

Response and Security Incidents

Response and resolution times are measured from the time GovDash receives a support incident notification. Customers reasonably self-classify each incident; GovDash validates the designation or proposes a reclassification with written justification. If a classification question needs a closer look, both management teams engage directly and are available within one hour.

If GovDash confirms a security incident involving unauthorized access to or disclosure of customer data, GovDash will notify the customer's designated security contact within 72 hours of confirming the incident, provide a preliminary description of its nature, scope, and known impact, cooperate with the customer's reasonable investigation and remediation efforts, and deliver a written incident report within 10 business days of the initial notification, unless otherwise required by applicable law.

Data Security and Compliance

GovDash maintains a security program designed to protect customer data. GovDash maintains FedRAMP Moderate Equivalency and aligns its information security program with NIST SP 800-53 Moderate controls.

• The full FedRAMP Moderate Equivalency Body of Evidence and audit reports are available under a mutually executed non-disclosure agreement upon written request.
• GovDash will not use, access, or process customer data to train, fine-tune, or otherwise improve any artificial intelligence or machine learning model without the customer's prior written consent.
• Following expiration or termination of the agreement, customers have 30 days to access and retrieve their data. After that period, GovDash may delete or destroy customer data in accordance with NIST SP 800-88 media sanitization guidelines, unless earlier deletion is required by applicable law or the customer's written request.

Contact and Governing Law

Availability reports, service credit requests, and support incidents all go to one place: support@govdash.com.

This SLA is governed by the laws of the State of Delaware and applicable U.S. federal law, without regard to conflict-of-laws principles. Disputes are resolved under the dispute resolution provisions of the applicable agreement.