Service Level Agreement

Introduction

This Service Level Agreement (“SLA”) defines Motion Ready, LLC's (“Motion Ready,” “we,” “us”) service commitments to you and the remedies available to you if we fail to meet them. This SLA is incorporated by reference into our Terms of Service and governs all orders placed through the Motion Ready platform.

Definitions

• “Business Day” means Monday through Friday, excluding United States federal holidays.
• “Delivery” means the completed filing package is available for download in your client portal dashboard.
• “SLA Clock” means the timer that begins when all required intake materials are confirmed received by Motion Ready — not from the date of payment.
• “Service Credit” means a monetary credit applied to a future order placed through the platform.
• “Scheduled Maintenance” means planned downtime communicated to registered users at least 24 hours in advance.

Turnaround Commitments

The following turnaround windows are our binding delivery commitments for each service tier. Turnaround times are measured in business days unless a rush option is selected, in which case clock time applies.

Important: The SLA clock starts when Motion Ready confirms receipt of all required intake materials — not from the date of payment. Incomplete submissions will be returned for correction; the clock does not begin until the corrected and complete intake is confirmed.

Rush availability is confirmed at the time of order and is subject to review capacity. If rush availability cannot be accommodated at the time of order, you will be notified before payment is processed.

Platform Availability

Motion Ready will publish a specific monthly uptime commitment upon general availability, once monitoring infrastructure is in place to measure and report it. During the private beta period we do not commit to a specific uptime percentage. Uptime, when published at general availability, will be calculated as:

(Total minutes in month − Downtime minutes) ÷ Total minutes in month × 100

The following are excluded from uptime calculations:

• Scheduled maintenance windows communicated at least 24 hours in advance
• Force majeure events as defined in Terms of Service §21
• Outages caused by third-party infrastructure providers (e.g., cloud hosting, DNS providers) beyond Motion Ready's reasonable control
• Planned capacity upgrades and database migrations

Scheduled Maintenance

Scheduled maintenance is performed outside peak usage hours (6:00 AM – 9:00 PM Central Time). Registered users will receive email notification at least 24 hours before any maintenance window that affects platform availability.

Status Page

Real-time platform status is available at motion-ready.com/status. Incident communications are also sent directly to registered users by email.

Support Response Times

The following response time commitments apply to support requests submitted to support@motion-ready.com. Response times are measured in business hours from confirmed receipt of your request.

For urgent requests, please include “URGENT” in the subject line along with your order number. Responses outside business hours will be sent on the next Business Day.

Revision Round SLA

Each order includes one (1) included revision round. The revised filing package will be delivered within 24 hours of confirmed revision request receipt.

• Revision requests must be submitted through the account dashboard using the revision request form on your order page.
• The SLA clock for revision delivery starts when Motion Ready confirms receipt of the revision request — not at the moment of submission.
• Revision requests submitted outside business hours will be confirmed on the next Business Day; the 24-hour revision clock begins at that confirmation.
• Only one included revision round is provided per order. Additional revision rounds may be available at additional cost.

Remedies for Missed SLAs

If Motion Ready fails to meet the commitments in this SLA, you are entitled to the following remedies. Remedies are your sole and exclusive remedy for SLA failures, subject to the limitations in the Terms of Service.

Service credits are applied to future orders and do not expire. Credits are cumulative — multiple missed SLA events on the same order generate separate credits. Refunds, where elected, are processed in accordance with Terms of Service §9.

SLA Exclusions

The following events and circumstances do not count against Motion Ready's SLA commitments. Delays attributable to these causes are excluded from turnaround calculations, and no service credits accrue during such periods.

• Incomplete intake materials: Delay caused by incomplete, inaccurate, or missing intake materials submitted by you.
• Strategy hold checkpoint: Delay caused by attorney non-response during the strategy hold checkpoint, which requires attorney confirmation before pipeline execution continues.
• Force majeure: Events beyond Motion Ready's reasonable control, as defined in Terms of Service §21, including natural disasters, acts of government, and widespread infrastructure failures.
• Third-party AI provider outages: Unplanned outages, rate limits, or service degradation from third-party AI model providers that delay pipeline execution.
• Scheduled maintenance: Downtime occurring within a properly noticed scheduled maintenance window.
• Cancelled orders: Orders cancelled by you before pipeline completion.
• Legal holds or compliance review: Delays required by applicable law, court order, or regulatory investigation.

How to Claim Credits

To claim a service credit or refund under this SLA:

1. Submit a written request to support@motion-ready.com within 30 days of the missed SLA event.
2. Include your order number and a brief description of the SLA event (e.g., “Order #12345 — Tier B delivery committed by April 10, delivered April 13”).
3. Motion Ready will verify the claim against system records within 5 business days of receipt.
4. Verified credits are issued to your account within 10 business days of claim verification. Refunds (where elected) are processed to the original payment method within the same timeframe.

Claims submitted after 30 days of the missed SLA event are not eligible for credits or refunds under this SLA.

Changes to This SLA

Motion Ready reserves the right to update this SLA. Material changes — including reductions to turnaround commitments, uptime targets (once published at general availability), or remedy levels — will be communicated to registered users by email at least 30 days before taking effect.

Orders placed before the effective date of a material change are governed by the SLA in effect at the time of order placement, for the duration of that order's delivery. Non-material changes (such as clarifications, contact information updates, or additions that expand your rights) take effect immediately upon posting.

Continued use of the platform after the effective date of any SLA change constitutes your acceptance of the updated terms.

Contact

For SLA claims, urgent support, or questions about your service commitments, contact our support team: