Service Level Agreement
This Service Level Agreement defines our commitments for service availability, performance, and support response times for the HeyNeighbor HOA community management platform.
Our Service Commitment
As a growing startup, we're committed to providing reliable service while being transparent about our capabilities and dependencies. We work hard to keep your community running smoothly and will communicate openly about any issues that arise.
Service Availability
Best Effort Service
We make commercially reasonable efforts to keep the service available 24/7, but as a startup, we cannot guarantee specific uptime percentages. We continuously work to improve reliability and will communicate transparently about any service disruptions.
Infrastructure Dependencies
Our service depends on third-party infrastructure providers including Vercel (hosting), AWS (cloud services), and MongoDB (database). Service availability is subject to the performance of these providers.
Service Exclusions
• Third-party infrastructure outages (Vercel, AWS, MongoDB, etc.)
• Scheduled maintenance and updates
• Security incidents and DDoS attacks
• Force majeure events beyond our control
• Issues with customer's internet connection or equipment
• Service suspension due to Terms of Service violations
• Beta features and experimental functionality
Infrastructure Partners
Our service relies on best-in-class infrastructure providers. While this ensures high-quality service, it also means our availability depends on their performance:
Support Response Goals
We aim to respond to support requests during business hours (9 AM - 5 PM Pacific, Monday-Friday, excluding holidays). Response times are goals, not guarantees:
Critical (Service Down)
Complete service unavailable, affecting all users
High Priority
Core functionality impacted, significant user impact
Medium Priority
Feature issues with available workarounds
Low Priority
General questions, feature requests, documentation
Maintenance & Updates
Planned Maintenance
We'll provide reasonable notice when possible, typically during low-usage periods
Emergency Updates
Security patches and critical fixes may be deployed with minimal notice
Feature Releases
New features may be deployed continuously as they become available
Service Monitoring
System Monitoring
We monitor our services and infrastructure to detect and address issues promptly. However, as a startup, our monitoring capabilities are continuously evolving.
Incident Communication
During significant service disruptions, we'll communicate via email and in-app notifications when possible. We aim for timely updates but cannot guarantee specific communication timeframes.
Data Backup
We perform regular backups of customer data, but recommend communities also maintain their own records of important documents and information.
Important Disclaimers
This SLA is provided as a goal, not a guarantee. As a growing startup, our capabilities and processes are continuously improving.
We reserve the right to modify this SLA with 30 days' notice to reflect our evolving capabilities and infrastructure.
This SLA does not apply to free trial accounts or beta features. Paid customers receive priority support.
All support is provided via email and in-app messaging. We do not currently offer phone support.
Legal Documents
Support inquiries: support@heyneighbor.ai
Last updated: September 8, 2025
⏱️ We're committed to reliable service. Contact support@heyneighbor.ai for service level inquiries.