1. Purpose of This Agreement

This Service Level Agreement (“SLA”) outlines the service standards, platform reliability expectations, response times, uptime targets, and operational commitments provided by GoDigital2Achieve Ltd (“GoDitach”, “we”, “our”, “us”) for all websites, products, platforms, services, and subdomains operated by GoDitach.

This SLA applies to all customers using GoDitach-managed automation, communication, CRM, review management, AI tools, or any related digital services.

The English version of this SLA is the legally binding version.

2. Scope of Covered Services

This SLA covers the performance and availability of the following GoDitach services:

• core platform access

• CRM, pipelines, forms, calendars

• automation workflows, triggers, and AI features

• messaging tools (email, SMS, WhatsApp, webchat, DM automation)

• hosting, funnels, landing pages, websites

• review management and feedback collection

• mobile app functionality (where applicable)

• API-based integrations and webhooks

Any third-party components connected by the customer (Make, Zapier, external APIs, calendars, ad accounts, etc.) are not covered by this SLA and remain the customer’s responsibility.

3. Uptime Commitment

GoDitach targets a 99.5% monthly uptime for its platform, excluding:

• scheduled maintenance

• outages caused by third-party providers

• customer-side configuration errors

• force majeure events

• downtime resulting from misuse, API overload, or automation loops

• regional provider outages (WhatsApp, carriers, ISPs, email networks)

Scheduled maintenance is typically performed during low-traffic hours and announced in advance whenever possible.

4. Support Response Times

Support response times vary by issue severity:

• Critical system outage — response within 4 hours

• Major functionality interruption — response within 12 hours

• Non-critical operational issues — response within 24–48 hours

• General questions, guidance — 48 hours

Support time refers to initial acknowledgement, not guaranteed resolution.

5. Responsibilities of GoDitach

GoDitach commits to:

• maintaining platform access and stability

• applying security updates and infrastructure patches

• monitoring system health and performance

• protecting customer data according to the Privacy Policy and DPA

• ensuring API and service integrations function within intended parameters

• providing support for platform-generated issues

GoDitach does not guarantee the performance or availability of:

• email delivery providers

• SMS/WhatsApp carriers

• Meta/Google/Apple messaging systems

• customer-installed integrations

• customer-modified workflows

• customer hardware, networks, or hosting

6. Responsibilities of the Customer

The customer agrees to:

• maintain valid consents for all messaging activities

• configure workflows responsibly without causing loops or overload

• supply accurate and lawful data

• secure their own login credentials

• ensure compliance with GDPR, UK DPA, KVKK, CCPA, CAN-SPAM, and regional laws

• monitor their own third-party integrations

• maintain stable payment methods for subscription continuity

If a customer misconfigures automations or violates acceptable use rules, GoDitach may suspend affected components to protect system stability.

7. Service Limitations

The customer acknowledges that:

• messaging delivery (SMS/Email/WhatsApp) is dependent on third-party providers

• review platforms (Google Business Profile, etc.) may apply their own filters or delays

• throughput rates, limits, and pricing are controlled externally

• GoDitach cannot override policies set by Meta, Google, WhatsApp, Apple, or telecom carriers

• AI features may generate variable output and require human oversight

GoDitach provides the technical environment to automate processes; the business retains full responsibility for content, timing, recipients, legal basis, and compliance.

8. Suspension of Service

GoDitach may suspend a service temporarily if:

• misuse or harmful activity is detected

• the customer violates the Acceptable Use Policy

• system integrity is threatened

• legal, regulatory, or security risks arise

• unpaid invoices remain unresolved

Suspension may occur without prior notice when urgent risk exists.

9. Incident Management

In the event of a platform disruption, GoDitach will:

• investigate and diagnose the cause

• work with relevant infrastructure or messaging partners

• restore service as quickly as feasible

• provide updates through email or system status channels

• review the event to prevent recurrence

Customers must cooperate by providing logs, screenshots, or workflow information if needed.

10. Data Backups

GoDitach ensures reasonable data backup routines aligned with industry practices.

Backups cover:

• platform settings

• contact and CRM records

• workflow structures

Backups do not cover:

• custom code

• external integrations

• customer-side manual deletions

• assets stored on third-party tools

Backups are for disaster-recovery purposes only and are not guaranteed for individual data restoration requests.

11. Changes to Services

GoDitach may:

• upgrade infrastructure

• improve system features

• adjust API limits

• discontinue outdated components

• introduce new tools or integrations

Such changes will be applied to maintain overall platform improvement.

12. SLA Modifications

This SLA may be updated periodically to reflect:

• regulatory requirements

• infrastructure changes

• service improvements

• new product releases

Continued use of GoDitach services constitutes acceptance of updated SLA terms.

13. Contact

GoDigital2Achieve Ltd

London, United Kingdom

[email protected]