Service Level Agreement (SLA)

Effective Date: 2025-01-01
Between: BAMS AI, LLC (“Provider”)
And: Brokraged (“Client”)

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1. Purpose

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This Service Level Agreement (“SLA”) outlines the scope, standards, responsibilities, and service commitments for the delivery of a SaaS platform that includes:

• Building and deploying custom Agentic AI agents
  
• Training on prompt engineering for real estate use cases
  
• Implementation of B.A.M.S coaching (Branding, Analytics, Marketing, and Sales) to elevate brokerage performance
  
  

2. Service Scope

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2.1 Platform Features

• AI Agent Builder & Connector: No-code/low-code interface to build and deploy specialized GPTs tailored to real estate roles (recruiting, training, marketing, listing support, client concierge, etc.)
  
• Prompt Engineering Training Modules: Interactive lessons, exercises, and templates focused on real estate tasks (e.g., listings, objections, lead gen)
  
• B.A.M.S Coaching Suite: On-demand content, live coaching, and actionable frameworks focused on:
  
  • Personal and Brokerage Branding
    
  • Data-Driven Analytics
    
  • Marketing Automation
    
  • Sales Conversion Strategies
    
    

2.2 Support Services

• Initial Onboarding: 2-hour kickoff call + implementation roadmap
  
• Ongoing Support: Dedicated success manager, email + chat support M–F, 9am–6pm EST
  
• Quarterly Reviews: KPI alignment and performance reviews
  
  

3. Service Levels

Service & Target SLA

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• Platform Uptime
  
  • 99.9% monthly
• Response Time (Critical Issues)
  
  • < 2 business hours
• Response Time (Standard Tickets)
  
  • < 1 business day
• AI Agent Custom Build Delivery
  
  • Within 5–10 business days

• Training Module Access
  
  • Immediate (24/7)

• Coaching Call Scheduling
  
  • Within 3 business days of request

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4. Client Responsibilities

To ensure service success, the Client agrees to:

• Provide necessary access to systems and workflows for AI integration
  
• Attend scheduled onboarding and coaching sessions
  
• Submit any change requests or feedback via the Client Portal
  
• Comply with fair usage of AI resources as outlined in Acceptable Use Policy
  
  

5. Availability & Maintenance

• Scheduled Maintenance: Advance notice of at least 48 hours will be provided.
  
• Emergency Maintenance: Will be communicated immediately upon scheduling.
  
  

6. Security & Compliance

The Provider ensures:

• All user data is encrypted at rest and in transit
  
• AI interactions are not stored unless explicitly requested by the client
  
• Compliance with applicable data privacy laws (GDPR, CCPA)
  
  

7. Performance Metrics

Success is measured by:

• Agent productivity gains (tracked through task completion and automation)
  
• Prompt response accuracy and task efficiency
  
• Lead generation and sales KPIs
  
• Brand engagement metrics (e.g., site visits, CTRs, impressions)
  
  

8. SLA Exclusions

This SLA does not apply to:

• Downtime caused by internet service providers
  
• Issues caused by third-party integrations not managed by Provider
  
• Custom prompts or AI outputs used outside agreed ethical or compliance boundaries
  
  

9. Penalties & Remedies

If uptime falls below the agreed SLA or deliverables are delayed beyond 3 business days of the stated timeframe without proper cause, the Client is entitled to:

• Service credit equal to 10% of monthly fees for each affected SLA breach, capped at 50% total
  
  

10. Review & Termination

This SLA will be reviewed annually and can be updated with 30 days' notice. Either party may terminate the agreement with 60 days’ written notice.

11. Agreement

By signing up to the service you are automatically agreeing with SLA.

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