Service Level Agreement (SLA)

Last Updated: July 26, 2026

This Service Level Agreement ("SLA") describes the service availability, support expectations, and operational commitments for the Shield Spire Ops platform (the "Platform").

This SLA applies to all tenants and users of the Platform and is intended to define reasonable service expectations while maintaining operational flexibility.

1.Scope of Services

This SLA applies to the following components of Shield Spire Ops:

• web application (platform owner, administrator, employee, client, and applicant portals)
• browser-based and supported mobile access to core workflows
• API services and integrations
• core operational systems (DAR, dispatch, compliance, scheduling, reporting)

This SLA does not apply to:

• third-party services outside our control
• tenant-specific configurations or misuse
• custom integrations not maintained by Shield Spire Ops
• Shield AI and other AI-assisted capabilities
• Payroll Preparation capabilities
• offline field capabilities, which remain under development
• Android application availability, which has not been established
• features offered in preview, beta, or under controlled activation
• features that are disabled, feature-flagged, or not included in the applicable subscription plan

Capabilities excluded above are provided as-is and are not subject to any availability, response, or resolution commitment unless expressly agreed in a separate written agreement.

2.Service Availability

Shield Spire Ops is designed to provide high availability and reliability for operational use.

While no system can guarantee uninterrupted service, the Platform is maintained with the goal of:

• consistent uptime under normal operating conditions
• minimal disruption to core operational workflows
• rapid response to critical system issues

Availability may be impacted by:

• scheduled maintenance
• emergency fixes
• third-party service disruptions
• infrastructure-level issues beyond direct control
• customer internet connectivity failures
• mobile carrier or device platform failures
• events beyond our reasonable control, including force majeure events

Certain functionality requires a stable internet or mobile data connection. Offline workflow capabilities remain under development and are not part of any general availability or service-level commitment unless expressly agreed in writing.

No specific uptime percentage is guaranteed unless defined in a separate written agreement. Nothing on this page establishes a guarantee of continuous availability, instant synchronization, or a specific response latency.

3.Scheduled Maintenance

Scheduled maintenance may be performed to:

• improve system performance
• deploy updates or security enhancements
• maintain infrastructure stability

Where possible:

• maintenance is performed during low-usage periods
• advance notice is provided when practical

Some updates may be deployed without prior notice if required for system stability or security.

4.Emergency Maintenance

Emergency maintenance may occur without prior notice when necessary to:

• resolve critical system issues
• address security vulnerabilities
• prevent service degradation

Such actions are taken to protect overall platform integrity and user operations.

5.Incident Severity Classification

Incidents are categorized based on operational impact:

6.Response and Resolution Targets

Shield Spire Ops aims to respond to issues based on the severity classification above. These are internal targets, not contractual guarantees, and do not apply to the capabilities excluded in Section 1.

Response times are targets, not guaranteed deadlines.

7.Support Scope

Support includes:

• platform-related issues
• system errors or unexpected behavior
• access and account-related issues
• general usage guidance

Support does not include:

• tenant-specific business decisions
• user misconfiguration
• third-party service troubleshooting
• custom development outside platform scope

8.Data Availability and Integrity

Shield Spire Ops is designed to maintain:

• accessibility of operational data
• integrity of stored records
• continuity of audit logs and reports

However:

• data accuracy depends on correct user input
• data availability may be temporarily affected during incidents or maintenance
• users are responsible for reviewing and managing their own operational data

9.Third-Party Dependencies

The Platform relies on third-party services for infrastructure and functionality, including but not limited to:

• hosting and database services (e.g., Supabase/PostgreSQL)
• payment processing (e.g., Stripe Connect)
• notification systems (e.g., push services)

Shield Spire Ops is not responsible for outages or disruptions caused by these providers.

10.Security and Incident Handling

Security-related incidents are handled with priority and may involve:

• temporary service restrictions
• system updates or patches
• investigation and mitigation actions

Security measures are described in the Data Security section and are continuously improved.

11.Tenant Responsibilities

Tenants are responsible for:

• managing user access and roles
• maintaining secure credentials
• configuring workflows appropriately
• ensuring compliance with applicable laws
• properly using platform features

Failure to meet these responsibilities may impact system performance or data accuracy.

12.Service Limitations

Shield Spire Ops does not guarantee:

• uninterrupted or error-free operation
• full compatibility with all external systems
• compliance with all regulatory requirements
• prevention of all user or operational errors

The Platform provides tools and infrastructure, but outcomes depend on proper use.

13.Service Credits (If Applicable)

Service credits are not provided unless explicitly defined in a separate written agreement between Shield Spire Ops and the tenant.

14.Modifications to This SLA

This SLA may be updated as the Platform evolves.

Updates may reflect:

• changes in infrastructure
• new features or services
• operational improvements

Continued use of the Platform constitutes acceptance of the updated SLA.

15.Contact Information

For SLA-related inquiries or support:

Shield Spire Ops operates as part of the GEEC AI Platform ecosystem.