SEO Guard — Service Level Agreement

Version: 1.0
Effective date: 13 November 2026

In short. We aim to keep the SEO Guard Platform available 99.5% of the time each calendar month. We do not promise 100%, and we do not promise that your own site will stay up. If we miss the target, you can request a service credit of 5% of the monthly fee for each full 1% below 99.5%, capped at 25%. Credits are the sole and exclusive remedy for the matters this SLA covers. Support is answered in Argentine business hours (UTC-3): critical issues in 8 business hours, high in 1 Business Day, normal in 3 Business Days. This SLA forms part of the Terms of Service.

1. Scope and definitions

1.1 This Service Level Agreement (the SLA) is part of the Agreement between the Provider and the Customer, as defined in the SEO Guard Terms of Service (the Terms). Capitalised terms that are not defined here have the meaning given in the Terms.

1.2 This SLA applies only to a paid Plan during a Paid Period that is not suspended. It does not apply to a free teaser audit, to a trial, or to any period after the Agreement has ended.

1.3 Platform Availability is the availability of the Provider's own systems used to deliver the Service: the public website, the monitoring systems the Provider operates, and the systems used to produce and send Reports. It does not include the Site, the Customer's CMS, hosting, DNS or plugins, Wise, search engines, or any other third-party system.

1.4 This SLA has two operational parts, which are distinct:

(a) Platform Availability, which can give rise to a service credit;

(b) Site monitoring, which is a feature of the Service: the Provider monitors the Site's uptime and will alert the Customer when an outage is confirmed. Site monitoring is not a warranty that the Site will be available, and downtime of the Site does not, by itself, give rise to a service credit.

1.5 Monthly Fee means: for the monthly Plan, USD 200; for a longer Plan, the equivalent per-month amount actually paid (USD 190 for the quarterly Plan, USD 180 for the semiannual Plan, USD 170 for the annual Plan), for the Site concerned.

2. Platform Availability target

2.1 The Provider will use commercially reasonable efforts to make the Platform available 99.5% of the time in each calendar month.

2.2 The Provider does not guarantee 100% availability, and does not guarantee uninterrupted or error-free Service.

2.3 Platform Availability for a calendar month is:

(Total Minutes − Excluded Minutes − Downtime Minutes) / (Total Minutes − Excluded Minutes) × 100

where:

• Total Minutes is the number of minutes in that calendar month;
• Downtime Minutes is the number of minutes in which the Platform was unavailable, as confirmed by the Provider's monitoring or by a mutually reliable third-party measurement, excluding Excluded Minutes;
• Excluded Minutes are minutes that fall under clause 4.

2.4 The Platform is unavailable when, due to a failure of systems the Provider controls, the Customer cannot receive the Service in any material respect for a continuous period of at least five (5) minutes: for example, the Provider cannot run scheduled monitoring or cannot deliver Reports, or the public website is unreachable, in each case other than during Excluded Minutes. A brief error that is automatically retried, or a degradation that does not prevent the Service from being performed, is not unavailability.

2.5 The Provider will keep records reasonably sufficient to calculate Platform Availability, and will share the relevant figures with the Customer if the Customer requests a credit.

3. Service credits

3.1 If Platform Availability for a calendar month is below 99.5%, the Customer is entitled to a service credit, calculated on the Monthly Fee for that month, as follows:

Each full 1% (one percentage point) below the 99.5% target adds 5% of the Monthly Fee, up to a maximum credit of 25% of the Monthly Fee for that month. A fraction of a percentage point below a threshold does not add a further 5%.

3.2 How to request a credit. The Customer must request the credit by email to [email protected] within thirty (30) days after the end of the calendar month concerned, with the dates and a short description of the unavailability. A request made after that period is waived.

3.3 The Provider will confirm or explain its calculation within fifteen (15) Business Days of a timely request. A confirmed credit is applied to the next invoice. If the Customer does not purchase a further Paid Period, the Provider will pay the credit to the Customer within thirty (30) days after the Agreement ends, by the same means used for Fees, or another means the parties agree.

3.4 Credits are the Customer's sole and exclusive remedy for any failure to meet the Platform Availability target or the support response times in this SLA. Credits count towards the liability cap in the Terms. They are not available if the Customer is in arrears or the Service is lawfully suspended. Total credits in a month cannot exceed 25% of the Monthly Fee, and total credits in a Paid Period cannot exceed the Fees paid for that Paid Period.

4. Exclusions

The following are Excluded Minutes, and do not count as Downtime Minutes or give rise to a credit or a response-time breach:

(a) Scheduled maintenance, announced to the Customer at least forty-eight (48) hours in advance, and emergency maintenance that is reasonably necessary to protect the Platform, the Site or Personal Data, of which the Provider gives as much notice as is practicable;

(b) Customer Site, CMS, plugins, themes, apps, hosting, DNS or registrar failures, misconfigurations or conflicts, including an outage caused by a change the Customer (or a third party acting for the Customer) made;

(c) Third-party services the Provider does not control, including Cloudflare or another hosting or CDN provider when the incident is on that provider's side, Wise, Brevo, Google PageSpeed Insights, xAI, Telegram, a public-internet or certificate-authority failure, and search-engine changes, outages or ranking effects;

(d) Force majeure, as defined in the Terms;

(e) Suspension for non-payment, for a security risk, or for another lawful reason under the Terms;

(f) The Customer's failure to cooperate, invalid or revoked credentials, preview-only or report-only mode (as to Auto-Fixes), or use that falls outside the Service;

(g) A failure of the Customer's email or messaging system to receive a Report or an alert that the Provider has sent.

5. Support

5.1 Channel and hours. Support is provided by email to [email protected], during Business Hours: Monday to Friday, 09:00 to 18:00, Argentina time (UTC-3), excluding official public holidays in Argentina. Argentina does not observe daylight-saving time, so the offset remains UTC-3. Messages received outside Business Hours are treated as received at the start of the next Business Day.

5.2 Response times. The Provider will give a first substantive response (an acknowledgement that includes an initial assessment or a request for the information reasonably needed to start work) within the following times, measured in Business Hours or Business Days as stated:

5.3 The Customer should indicate the severity in the subject line. The Provider may reclassify a request, with notice, if the definition above is not met. Response times are for a first response, not for a complete resolution. The Provider will use reasonable efforts to resolve a Critical issue as a priority.

5.4 A failure to meet a response time entitles the Customer only to the process in clause 3 if that failure occurs together with a Platform Availability miss for which a credit is due; a standalone missed response time does not itself generate a credit, but is a service commitment the Provider will address in good faith, and it remains subject to the exclusive-remedy clause 3.4 as a matter covered by this SLA.

6. Site monitoring

6.1 During a paid Paid Period, the Provider monitors the Site's HTTP availability on a regular schedule (typically several times a day) and, on a suspected outage, runs confirmation checks before alerting the Customer. Alerts are sent to the email address (and, if opted in, the messaging channel) the Customer has given.

6.2 Monitoring depends on public-internet paths and on the Site's own infrastructure. It may not detect every failure (for example, a failure limited to one region or to a path the checks do not exercise). Monitoring of the Site is not a substitute for the Customer's own monitoring, and is not a guarantee of the Site's uptime.

6.3 The Provider is not responsible for the Site's availability. Restoring the Site is the Customer's responsibility, except where an Auto-Fix applied by the Provider caused the outage, in which case the Provider will use reasonable efforts to roll the change back as described in the Terms, and the incident may be treated as Critical under clause 5.2.

7. General

7.1 This SLA does not modify the "no guarantee of rankings, traffic or revenue" clause of the Terms, the Auto-Fix and backup clauses, or the liability cap, except to provide the credits described here.

7.2 Changes to this SLA follow clause 21 of the Terms.

7.3 The language rule in clause 25 of the Terms applies to this SLA: the English version prevails, except where the Customer is established in Argentina, in which case the Spanish version prevails.

Nicolas Schmidt, trading as SEO Guard CUIT 20-32600187-3 Córdoba 41, Villaguay, Entre Ríos, CP 3240, Argentina [email protected] · https://seoguardhq.com