Local Maintenance Service Level Agreement

This SLA governs the maintenance, repair, and continuity of the on-premise automation systems deployed by YourMainstreetAI at Client's business location. Coverage extends to: (a) the physical server hardware supplied under the applicable SOW, including internal components such as GPUs, power supplies, storage drives, memory, and cooling; (b) the local AI model environments installed on that hardware, including model runtimes, automation workflows, and system configuration; and (c) the secure edge-to-cloud bridge connecting the local server to Client's cloud applications, including CRMs, email, and calendar systems.

Coverage does not extend to Client's own third-party equipment, network infrastructure, internet service, or cloud application subscriptions, except where the edge-to-cloud bridge configuration itself requires repair.

Incidents are classified at intake and receive the following response commitments:

Response windows are measured during business hours (Monday–Friday, 8:00 AM – 6:00 PM EST, excluding federal holidays) from the time an incident is reported through a designated support channel.

Technical labor: covered at 100%. All technical labor performed under this SLA is included at no additional cost to Client, including remote and on-site diagnostics, server teardown and component installation, software and environment reinstallation, secure cloud-bridge reconfiguration and verification, and restoration of data from local backups. Client will never receive an hourly labor invoice for covered incidents.

Replacement components: Client responsibility. Where an incident requires a physical replacement component (e.g., a GPU, power supply, or storage drive), Client is responsible for the financial cost of the component plus a sourcing and procurement markup of five percent (5%) to ten percent (10%), reflecting the logistics of securing high-demand consumer silicon on expedited timelines. The component price and applicable markup will be quoted to Client for approval before purchase.

Premium consumer components are subject to market shortages. If a specified component (e.g., an RTX 5090-class GPU) is out of stock at the time of replacement, Client may elect to purchase an available lower-tier model (e.g., an RTX 5080-class GPU) so the server can be brought back online immediately.

Where Client makes such an election: (a) YourMainstreetAI will maintain priority tracking for the originally specified component; (b) when the original component returns to stock and Client elects to purchase it, YourMainstreetAI will perform the physical swap and restore the system to peak specification at zero additional labor cost; and (c) Client retains full ownership of the temporary component, which remains on-site as a Client-owned backup asset.

Every SLA deployment includes lightweight background hardware telemetry — temperature, storage capacity, and load pings — reported to our monitoring systems so degradation is identified before it becomes an outage. Telemetry is limited to machine health metrics and does not include Client business data or communications.

Automated local daily backups run on the server itself, providing a guaranteed 24-hour checkpoint state: in a recovery scenario, the system can be restored to a state no older than twenty-four (24) hours prior to the incident.

Coverage under this SLA is conditioned on Client maintaining the following operating environment for the server: (a) continuous power protection via a dedicated Uninterruptible Power Supply (UPS) with enterprise-grade surge protection; (b) climate-controlled ventilation maintaining ambient temperature below 75°F (24°C); and (c) stable broadband internet service sufficient for remote monitoring and the edge-to-cloud bridge.

We will verify the environment at deployment and advise Client of any deficiencies. Incidents proximately caused by a failure to maintain these conditions may be treated under Section 7.

Free labor coverage under this SLA does not apply to damage or failures arising from: (a) Client negligence, including failure to maintain the environmental conditions in Section 6; (b) unauthorized physical tampering with the server, including opening the chassis or removing components; (c) unauthorized software modifications, including installing unapproved software or using the server for purposes outside its deployed function, such as gaming or external cryptocurrency mining; or (d) Force Majeure events, including hurricane, flood, fire, lightning strike, or other events beyond either party's reasonable control.

In excluded scenarios, YourMainstreetAI remains available to perform recovery and repair work at a separately quoted flat fee, and Client's ownership of the system under our Terms of Service is unaffected.