Overview
Our Elite Tier delivers comprehensive support and reliability to maximize your AI-driven online presence. This Service Level Agreement outlines our commitments and your benefits.
Uptime Guarantee
- 99.9% platform uptime. Scheduled maintenance windows will be communicated in advance.
- Any unscheduled downtime beyond this threshold qualifies you for service credits.
Dedicated Account Manager
- Within 48 hours of your Elite purchase, a dedicated account manager will email you to schedule a Zoom call to gather profile information, verify your identity, and plan the content strategy and promotion of your profile.
- Your account manager serves as your primary point of contact for questions, strategic guidance, and personalised optimisation.
Priority Support
- Response times within 24 hours for all support inquiries.
- Priority queue for urgent issues impacting your profile or platform access.
Quarterly Strategy Sessions
- Two live strategy sessions per year to review performance, analyse AI search trends, and refine your profile for maximum visibility.
Customised Optimisation
- Tailored optimisation across SEO, Answer Engine Optimisation, citation building and PR to strengthen your AI search presence.
- Implementation of new best practices as AI search evolves.
Enhanced Reporting
- Monthly performance reports providing visibility into search rankings, AI-generated answer inclusion, and areas for improvement.
Service Credits
- If platform uptime falls below 99.9% in a calendar month, you may request a service credit equal to a proportionate share of your subscription fee for that month.
Cancellation & Modifications
- You may cancel your Elite subscription at any time; refunds are provided pro rata for the unused portion of annual plans.
- We reserve the right to modify this SLA with 30 days’ notice. Changes will not diminish your rights for the remainder of your current billing period.