Legal · Snatchool Innovations LLC
Service Level Policy
Last updated: July 3, 2026
This Service Level Policy sets Snatchool Innovations LLC's target availability for the customer portal and campaign delivery services.
Target Availability
We target 99.5% monthly uptime for the customer portal, measured excluding scheduled maintenance and events outside our reasonable control.
Scheduled Maintenance
Scheduled maintenance windows will be communicated in advance where practical.
Exclusions
Excluded from availability calculations: force majeure, third-party network failures upstream of our hosting platform, customer-caused issues, and beta or preview features.
Support Response
Support tickets submitted through the customer portal receive an initial response within one business day for standard requests, and within a shorter target window for urgent tickets. Emergency broadcast requests are handled with elevated priority.
Service Credits
For confirmed availability shortfalls, service credits may be requested in writing within 30 days of the affected period.
Questions about this policy?
Contact Snatchool Innovations LLC at legal@snatchool.net or 954-861-9922.
This document is provided for informational purposes and is not legal advice. Snatchool Innovations LLC recommends reviewing these terms with qualified counsel before relying on them for contractual purposes.