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Service Level Agreement

Last updated: January 2025

1. Overview

This Service Level Agreement ("SLA") defines Assurentry's service commitments for U.S. Agent services provided to our clients. This SLA applies to all active subscribers and governs the standards of service delivery, response times, and remedies available in the event of service failures.

2. Response Times

Assurentry commits to the following response times based on the nature and urgency of the communication:

Standard Inquiries

Less than 24 business hours for general inquiries, account questions, and non-urgent requests.

Priority — FDA Communications

Less than 4 business hours for communications received from the FDA that require a timely response on behalf of the client.

Emergency — Inspections & Import Holds

Less than 2 business hours for FDA inspection requests or import hold notifications that require immediate action.

3. Service Availability

Assurentry's online portal and client-facing tools run on high-availability cloud infrastructure designed for reliable uptime. We aim to keep the platform available on a continuous basis, but do not warrant uninterrupted or error-free service. Scheduled maintenance windows will be communicated at least 72 hours in advance.

4. Acceptance Letter Delivery

Clients who complete the onboarding process will receive their acceptance letter within the same business day. Submissions received after 5:00 PM ET will be processed by the following business day.

5. Renewal Reminders

Assurentry will send renewal reminder notifications at the following intervals before the renewal window opens:

  • 90 days before renewal window opens
  • 60 days before renewal window opens
  • 30 days before renewal window opens

6. Escalation Process

If you believe the terms of this SLA have not been met, you may escalate by emailing compliance@assurentry.com with "SLA ESCALATION" in the subject line. Our compliance team will acknowledge your escalation within one business day and provide a resolution timeline within two business days.

7. Exclusions

This SLA does not apply under the following circumstances:

  • Force majeure— Natural disasters, government actions, pandemics, or other events beyond Assurentry's reasonable control.
  • Scheduled maintenance — Planned downtime communicated at least 72 hours in advance.
  • Client-caused delays — Delays resulting from incomplete information, unresponsive contacts, or failure to provide required documentation.

8. Amendments

Assurentry reserves the right to update this SLA at any time. Clients will receive 30 days written noticebefore any material changes take effect. Continued use of Assurentry's services after the notice period constitutes acceptance of the updated SLA terms.