Service Level Agreement

1. ARCHITECTURAL SUPPORT & RESPONSE PROTOCOLS

Support deployments are prioritized based on your telemetry tier and the severity of the operational anomaly. This Section applies to managed infrastructure retainer clients. Support for the D89 AI Visibility Suite is governed separately at Section 5.

*Times are measured in Standard Engineering Hours as defined above. Critical latency vectors reported via the Direct Executive Channel are monitored actively.

2. SOVEREIGN INFRASTRUCTURE & UPTIME

We leverage Dedicated IONOS Cloud (VPS) enterprise architecture for clients executing full Sovereign Migrations.

EXTERNAL PLATFORM GOVERNANCE DISCLAIMER**

While Daryo89 Ltd provides expert SLA governance, Asset Securitization, and structural updates for external environments (e.g., Amazon Web Services [AWS], Microsoft Azure, or Client-procured architectures), we cannot mathematically guarantee the sub-second Core Web Vitals, server latency (TTFB), or absolute 99.9% uptime that is natively guaranteed on our proprietary Sovereign Stack. External environments are strictly subject to their own hardware restrictions, network limitations, and third-party node failures.

• Sovereign Uptime Guarantee: Utilizing isolated Virtual Private Servers to ensure your database operations are never throttled by neighboring domains.
• Cloudflare Enterprise Edge: All traffic is routed through Cloudflare’s global CDN and Web Application Firewall (WAF) to guarantee sub-second delivery and mitigate DDoS vectors.
• Encrypted Redundancy: All sovereign databases and asset files are backed up daily to highly secure, off-site encrypted storage and retained for rolling 30-day periods.

The uptime commitments in this Section apply to client assets hosted on the Daryo89 Sovereign Stack under a managed retainer. They do not apply to the daryo89.com infrastructure that executes Suite Scans, which is governed by Section 5.3.

3. ASSET SECURITIZATION & DSPT/SRA COMPLIANCE

Our infrastructure is engineered specifically for entities handling sensitive corporate, legal, or patient data. We operate in strict alignment with UK GDPR, the Data Security and Protection Toolkit (DSPT), and the Solicitors Regulation Authority (SRA) framework.

• Security Headers: We actively enforce strict HTTP Security Headers (HSTS, X-Frame-Options), guaranteeing an A-Grade (or secure B-Grade for loose CORS policies) configuration on enterprise security diagnostics.
• Asset Securitization and Sovereignty: In the highly unlikely event of a perimeter breach, External Enterprise SLA Governance and Market Dominance tier clients are covered by our “Zero-Cost Securitization Protocol.” We will forensically clean and restore the architecture at no additional engineering cost, commencing within the Critical Response window for your tier.
• Sovereign Web Care Clients: Forensic security restoration outside the scope of the standard Sovereign Web Care retainer is billed at the enterprise engineering rate of £125/hr.

4. PROTOCOL UPDATES & MAINTENANCE

To maintain absolute compliance, we execute routine algorithmic assessments and updates on all core files, Kadence structures, and WebMCP data-layer architectures.

Maintenance is strictly scheduled during low-traffic windows (typically Sunday AM) to ensure zero friction for your client acquisition funnels. Enterprise tiers include Visual Regression Testing (VRT) in a secure Staging Environment prior to live deployment.

5. D89 AI VISIBILITY SUITE — SUPPORT & SERVICE LEVELS

The D89 AI Visibility Suite is a licensed software product, not a managed retainer. It carries its own support model, set out below. The tiers at Section 1 do not apply to it, and holding a Suite Licence Key does not create a retainer relationship. Defined terms carry the meanings given in Clause 3 of our Enterprise Terms & Conditions.

5.1. Support Levels by Edition

All Suite support is delivered by ticket during Standard Engineering Hours and must be raised from the email address used to place the order, so that we can validate it against the order record. Support is available for the duration of the Licence Term only.

*A substantive response means a diagnosis, a resolution, or a stated path to resolution — not necessarily a completed fix, since some defects require an engineering release cycle.

5.2. What Suite Support Covers

• Installation, activation, and Licence Key validation.
• Analysis Token balance queries and licence status queries.
• Scan Log investigation and Failed Analysis claims, under Clause 4.5.7 of our Terms and Section 5.3 of our Refund Policy.
• Defects in the plugin itself, and problems applying a software update.
• For the M Edition, guidance on where your own Google, foundational AI, and Cloudflare credentials are configured.

5.3. What Suite Support Does Not Cover

• Interpreting or implementing the recommendations in a Report. The Suite tells you what to fix; acting on it is engineering work. That is a consultancy engagement — start with a £495 Strategic Blueprint Session.
• Your hosting environment, PHP configuration, cron reliability, server resources, or WAF and bot-protection rules.
• Theme or third-party plugin conflicts we cannot reproduce on a clean installation.
• The configuration, quotas, billing, availability, or content policies of your own third-party provider accounts (M Edition).
• Remediation, content writing, schema authoring, or any work that changes your site rather than measures it.
• Free Edition installations and Beta Channel builds (Sections 5.6 and 5.7).

5.4. THE SUITE CARRIES NO UPTIME GUARANTEE — AND WHY THAT PROTECTS YOU**

Suite Scans execute on the daryo89.com infrastructure, which in turn depends on foundational AI providers we do not control. We therefore publish no uptime percentage, no availability target, and no service credit scheme for that infrastructure, and we do not pretend to guarantee something that sits behind a third party’s API.

Instead you get a concrete remedy: if our infrastructure is unavailable and your Scan fails as a result, the Scan Log records the failure and your Analysis Token is reinstated under Clause 4.5.7 of our Terms. You are never charged for a Scan we could not complete. That is a real, auditable remedy tied to the thing you actually paid for, rather than a percentage nobody measures.

5.5. Scan Duration and Queueing

We publish no completion-time target for a Scan. Scan duration depends on the size and response speed of your Target Site, on current queue depth, and above all on the latency of the foundational AI providers we route to, which varies continuously and is outside our control. A Scan that takes longer than you expected but which the Scan Log records as completed is not a Failed Analysis and does not entitle you to a reinstated Token.

5.6. Free Edition

The Free Edition carries no service level and no support commitment of any kind. Its Scan allowance is a discretionary courtesy metered by our infrastructure, is not an entitlement, and may be reduced, rate-limited, suspended, or withdrawn at any time without notice. Community forum assistance is offered on a best-effort basis and creates no obligation.

5.7. Beta Channel (M Edition Only)

Beta Channel builds are supplied “as is” and “as available” to Partners who opt in voluntarily. They are expressly excluded from every response target, service level, and support commitment in this SLA, and no Token reinstatement, credit, or refund arises from a Beta build’s behaviour. Beta builds must not be deployed to a production site or to an end client’s site. Partners may leave the Beta Channel at any time and return to the stable release stream.

5.8. Infrastructure Maintenance

We may take the daryo89.com infrastructure offline for maintenance, and will schedule planned work into low-traffic windows (typically Sunday AM UK time) wherever practical. Where infrastructure is unavailable, Scans are not accepted or are recorded as failed in the Scan Log, and any Tokens consumed are reinstated under Section 5.4. We may also apply rate limits or queue throttling at any time to protect infrastructure stability for all licence holders.

5.9. Agency Edition and End Clients

Under the Agency Edition you contract with your end clients in your own name. The service levels in this SLA run to you, not to your end clients, and must not be passed through, extended, or restated to them. Daryo89 Ltd will not accept a support ticket or an SLA claim from your end client, and owes them no duty.

5A. DARYO89 MARKETING AGENT — SERVICE LEVELS

The Marketing Agent runs on your own website under your own hosting; it is a licensed product, not a managed retainer. Its service levels are therefore about the software and our support, not about uptime.

• Support. Ticket from the order email address during Standard Engineering Hours: first response within one (1) Standard Engineering Day; a defect in the plugin acknowledged and, where reproducible, fixed in the next maintenance release or worked around within five (5) Standard Engineering Days.
• Scheduling. Articles and posts are published on the schedule you set, driven by your site’s cron. Where your host suspends cron, blocks outbound requests, or the site is offline, scheduled publishing is missed; the software records the miss and offers Retry and Reschedule, and nothing is sent unasked after a switch-off.
• Review window. Content is prepared ahead within the review window you set, so that you can read and edit it before it goes out. We commit to the window being honoured by the software; what you do within it is yours.
• AI providers. Generation depends on the availability and latency of foundational AI providers, which vary continuously and are outside our control. A task that fails at the provider is retried and, if it cannot complete, recorded as failed with the reason; metered usage for a failed task is reinstated.
• Platforms. Publishing to Facebook and LinkedIn depends on their interfaces and on the tokens you grant. The software tests the connection on demand and tells you in plain words what the platform needs; a platform change that breaks publishing is treated as a defect only where the software can reasonably adapt to it, and the fix follows in a maintenance release.
• Not covered. Content quality judgements, rankings, traffic, leads or AI citations; the claims you approve; a platform withdrawing access; your host’s limits; sites we do not manage.

5B. D89 OUTREACH — SERVICE LEVELS

D89 Outreach runs on our infrastructure at agent.daryo89labs.com (or as a module of the Marketing Agent on your site). We operate it; you set the rules and own the messages.

• Sending. Messages are sent in the windows and at the daily volume you approve, from the domain you designate, with a working way to decline in every message.
• Suppression. An objection, a “stop” or an unsubscribe is honoured immediately by the software; a request that reaches us by any other route is applied within one (1) Standard Engineering Day. The suppression list applies across all your campaigns.
• Pause. A campaign is paused within one (1) Standard Engineering Day of your written request, and at once by you from the screen.
• Bounces and complaints. Hard bounces are removed; a spam complaint pauses the campaign for review. We do not guarantee deliverability, open or reply rates.
• Reporting. A campaign report — sent, replied, declined, bounced — is available on the screen at all times and summarised weekly by email while a campaign runs.
• Compliance. We apply PECR and the Data (Use and Access) Act 2025 as they apply to business-to-business email, write only to corporate subscribers, and never buy lists. The lawful basis, the brief and the claims are yours (Terms, Clause 4.3.2).

5C. D89 CARE RECRUIT AND D89 INVOICE LITE — SERVICE LEVELS

• Both run entirely on your site. Support follows Section 5A (ticket, one Standard Engineering Day first response, defects fixed in the next maintenance release). There is no uptime commitment: uptime is your host’s.
• Security releases are issued as soon as a vulnerability is confirmed; other maintenance releases at least quarterly. You must keep the plugin updated; support is for the current and previous release.
• Neither product performs the statutory checks or filings the law requires of you (Terms, Clause 4.7.2).

5D. CLINICAL AI GOVERNANCE — DELIVERY LEVELS

• Start. Discovery begins within five (5) Standard Engineering Days of your order and the receipt of the information we ask for.
• Duration. AI Exposure Triage: one two-hour session and the written note within two (2) Standard Engineering Days. AI Readiness Review: typically three to four days’ work, the report within ten (10) Standard Engineering Days of discovery. Policy and SOP Build: typically ten to thirteen days’ work, the pack within twenty (20) Standard Engineering Days of discovery. Implementation Partner: the build as above, then the monthly cadence agreed at the start.
• Review rounds. One round of board revision is included in the Policy and SOP Build and the Implementation Partner packages; each further round is at the published day rate.
• Your side. Named contacts in clinical, administrative and management teams; access to the tools and documents in scope; a Clinical Safety Officer where DCB0129/DCB0160 applies; decisions on the prioritised action list within ten (10) Standard Engineering Days of the report.
• Re-assessment. In the Implementation Partner package, a supplier changing its model, a new use case, or a material change in law triggers a re-assessment within the next monthly cycle. Outside it, re-assessment is a new engagement (Terms, Clause 4.8.5).
• Incidents. An AI-related incident or near miss in a system we govern under the Implementation Partner package is triaged within one (1) Standard Engineering Day of your report, with a written note within five (5).

6. CLIENT GOVERNANCE & EXCLUSIONS

To ensure Daryo89 can fulfill these enterprise guarantees, the Client adheres to the following governance:

• Anomaly Reporting: You must report latency spikes or security anomalies immediately via the assigned Executive Channel.
• Access Control: Do not grant administrative or FTP access to unauthorized third-party developers, SaaS apps, or external agencies without explicit clearance from the Daryo89 Lead Architect. Daryo89 assumes no corporate accountability for structural failures caused by third-party interference.
• Financial Standing: SLA guarantees and active Cloudflare WAF protection are immediately suspended for corporate accounts in arrears.
• Third-Party Exclusions: Daryo89 assumes no financial accountability for downtime caused by the failure of external API networks (e.g., Stripe, Google, Cloudflare, OpenAI, Anthropic, Perplexity) integrated into your asset or relied upon by the daryo89.com infrastructure.
• Suite Licence Holders — Order Email: Your Licence Key and every support and Failed Analysis claim are validated against the email address used to place the order. You must keep that address current and monitored. Expiry notices, licence correspondence, and claim responses are sent there, and a ticket raised from any other address cannot be actioned.
• Suite Licence Holders — Claim Window: Failed Analysis claims must be raised within thirty (30) days of the Scan, quoting the Scan ID. Beyond that window the Scan falls outside our telemetry retention and cannot be verified.
• Suite Licence Holders — Key Custody: Your Licence Key is a credential. Keep it confidential. You are accountable for all Scans and Token consumption under it.

7. AI ETHICS, SOVEREIGNTY & USAGE POLICY

Daryo89 integrates artificial intelligence as a force multiplier for our own work and yours, under three commitments: a person is always in the loop for every decision that affects a person — what we take on, what we send, what we publish, how we answer a request or a complaint; no solely automated decision with a legal or similarly significant effect on anyone; and no training of foundational models on our clients’ data, ours or our providers’. AI-Assisted Output we or our software produce is prepared within a review window and published or sent under a named person’s editorial responsibility, and is labelled where Article 50 of the EU AI Act requires it.

• AI Visibility Deployments: For clients engaging via our entry-level AI Visibility Packages or the £495 Strategic Blueprint Session, we guarantee the precise engineering of machine-readable semantic architectures (e.g., JSON-LD entity graphs, llms.txt, and llms-full.txt). Because foundational AI models autonomously update their neural weights, continuous indexing and citation dominance requires an active Phase 3 GEO/AISO retainer.
• Zero Public Model Training: No proprietary corporate data, client database, backend analytics, or protected patient telemetry hosted within our perimeter is ever uploaded, fed, or exposed to public LLM training pipelines. We do not paste client data into consumer AI interfaces. Where we route data to foundational models, we do so exclusively through commercial API endpoints whose terms provide that submitted content is not used to train those models. We rely on those contractual terms; we do not control the providers’ internal systems and do not claim to.
• Autonomous Agent Containment: When D89 Outreach, our outbound agent, runs acquisition campaigns, all personalisation and outbound data handling is executed within secure, API-isolated environments to prevent corporate data leakage.
• Human Architectural Oversight — Consultancy: Where we act as your consultancy, live strategic deployment remains firmly under the direct jurisdiction and authorization of our Lead Enterprise Architect. We do not automate strategic decision-making on your behalf.

7.1. THE SUITE IS AUTOMATED — WE STATE THAT PLAINLY**

The human-oversight commitment above describes our consultancy engagements. It does not, and cannot, describe the D89 AI Visibility Suite, and we will not imply otherwise. A Suite Report is generated automatically and is not reviewed by a human architect before it reaches you. Foundational AI models are probabilistic: two Scans of the same site may return different wording, findings, or scores.

The same plainness applies to the Marketing Agent and D89 Outreach: what they write is AI-Assisted Output. It is prepared within a review window and it is yours the moment you approve it or let the window pass — you are the publisher and the sender. We build the review, the claims check, the labels and the suppression list into the software so that a person can stay in the loop; using them is your side of the commitment.

A Report is therefore informational only. It is not professional, legal, financial, medical, or compliance advice, and it is not a substitute for engineering judgement. Have a competent person review any recommendation before you implement it. If you want a human architect in the loop, that is a consultancy engagement, not a licence — and we would rather tell you that here than let a machine-generated document be mistaken for one.

• Suite Data Handling: When a Scan runs, the Suite transmits your Target Site URL and its publicly accessible page content, metadata, and structured data to the daryo89.com infrastructure, together with your Licence Key, site identifier, and Scan ID for authentication and metering. That content is routed to foundational AI providers acting as our sub-processors solely to generate the Report. A current sub-processor list is available on request.
• Public Pages Only — Your Obligation: The Suite is engineered to analyse publicly available pages. Do not submit pages containing personal data, special category data, patient data, or confidential information — member areas, authenticated pages, or staging environments holding live records. Where you do, you act as controller of that data and accept accountability for the transfer.
• M Edition — Outside Our Perimeter: Where you operate the M Edition on your own credentials, content passes directly from your installation to your own providers under your own contracts. We are not a party to that transfer, we cannot see it, and the guarantees in this Section do not and cannot extend to it. Your providers’ terms govern.

8. ENTERPRISE WEBSITE DISCLAIMER & CORPORATE ACCOUNTABILITY LIMITATION

To establish an unambiguous legal perimeter protecting both our consultancy and our clientele, all engagements are governed by the following strict informational disclaimers:

• Consultancy Scope: The Architectural Blueprinting Phase, Strategic Blueprint Sessions, AI Visibility structures, and GEO strategies provided across this domain serve exclusively as commercial growth consulting and technical optimization. They do not constitute formal legal representation, statutory accounting advice, or guaranteed compliance validation.
• Suite Reports: A Report is a machine-generated commercial optimization document. It is not a security audit, a penetration test, an accessibility certification, a GDPR audit, or a compliance validation of any kind, and must not be presented to a regulator, insurer, or client as any of those things. A Scan is passive and read-only: it requests publicly served pages in the same manner as a search engine crawler, and does not probe, modify, or authenticate against the Target Site.
• Autonomous Algorithmic Volatility: Foundational recommendation engines (such as Google AI Overviews, Perplexity, and ChatGPT) update their retrieval frameworks autonomously. While Daryo89 engineers your digital assets via WebMCP and JSON-LD to achieve the highest mathematical probability of citation dominance, we assume no direct financial accountability for structural ranking fluctuations resulting from sudden third-party core algorithm overhauls. Equally, a score in a Suite Report reflects a measurement taken at a moment in time and may move without any change on your part.
• Asset Sovereignty Integrity: All operational guarantees, uptime SLAs, and zero-cost securitization parameters apply strictly to digital properties maintained fully and exclusively within the Daryo89 Sovereign Stack under a managed retainer. Independent hosting changes or unverified third-party code modifications void these limitations instantly. Holding a Suite Licence Key does not bring your site within the Sovereign Stack and confers none of these guarantees.
• Accountability Caps: The financial accountability limitations at Clause 10 of our Enterprise Terms & Conditions apply to everything in this SLA, including the Suite-specific cap at Clause 10.3 and the non-excludable rights preserved at Clause 10.4.

DARYO89 LTD | Enterprise AI Architecture

Company No: 14758584 | ICO Registration: ZB970149 | Trade Mark: UK00004255208

Professional Insurance: AXA Professional Indemnity & Public Liability

9. VERSION HISTORY

• 2.2 — 29 September 2026. Scope extended to all software and to Clinical AI Governance (preamble). Service levels for the Marketing Agent (5A), D89 Outreach (5B), Care Recruit and Invoice Lite (5C); delivery levels for Clinical AI Governance (5D). AI ethics restated: a person always in the loop, no solely automated decisions, no training, Article 50 labelling (7).
• 2.1 — Q3 2026. The previous edition.