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Service-Level Agreement (SLA)

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This Service-Level Agreement (SLA) outlines the standards of service that Find Me Alive (FMA) commits to providing for its users. Because our mission is centered on safety, trust, and responsiveness, we set clear expectations for service availability, response times, and accountability. This SLA is designed to give users confidence that FMA will perform reliably, ethically, and in compliance with applicable regulations.

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Scope of Services

This SLA applies to the following Find Me Alive services:

  • Recording Service – Voice recordings and transcriptions stored for safety purposes.

  • Missing Person Kit – Secure storage and retrieval of critical personal information.

  • Outreach Support – Coordination with families, media, and authorities during emergencies.

  • Customer Support – Assistance with general inquiries, technical issues, and safety-related concerns.

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Service Availability

  • Uptime Commitment
    FMA aims to maintain 99% uptime for core digital services (recording system, data storage, and user account access).

  • Scheduled Maintenance
    Planned maintenance will be communicated to users in advance, with efforts made to schedule during low-traffic hours.

  • Unplanned Outages
    In the event of an outage, FMA will work to restore services as quickly as possible and will provide updates through official communication channels.

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Response Times

  • General Inquiries
    Response within 48 hours (business days).

  • Technical Issues
    Initial response within 24 hours; resolution times may vary depending on complexity.

  • Emergency or Safety-Related Cases
    Prioritized and escalated immediately, with response as quickly as operationally possible.

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User Responsibilities

To ensure smooth service delivery, users are responsible for:

  • Maintaining accurate account information.

  • Using services in accordance with FMA policies, terms of use, and applicable laws.

  • Reporting issues promptly through official support channels.

  • Safeguarding their own login credentials to prevent unauthorized access.

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Limitations of Liability

  • No Guarantee of Outcomes
    While FMA provides tools and services to support safety, we cannot guarantee the prevention of incidents, the location of missing persons, or financial outcomes.

  • Force Majeure
    Service interruptions caused by factors beyond our control (e.g., natural disasters, internet outages, third-party failures) are excluded from uptime and response guarantees.

  • Third-Party Dependencies
    Certain services rely on external providers (e.g., hosting, communications). While FMA carefully selects trusted vendors, absolute control over third-party systems cannot be guaranteed.

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Monitoring and Reporting

  • Performance Tracking
    Service availability and response times are tracked internally to ensure accountability.

  • Incident Reporting
    Significant incidents or breaches of SLA standards will be documented and reviewed for process improvements.

  • Continuous Improvement
    SLA standards are periodically reviewed and updated to reflect evolving user needs and best practices.

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Remedies

If FMA fails to meet the commitments outlined in this SLA:

  • Users may request review of the incident and confirmation of corrective actions.

  • In cases of recurring or extended service disruptions, FMA may offer service credits, refunds, or other remedies as appropriate.

  • Users always retain the right to cancel services in line with the Cancellation Policy.

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Our Commitment

This SLA reflects Find Me Alive’s dedication to reliability, transparency, and user safety. By holding ourselves accountable to clear standards, we ensure that our services are dependable in the moments when they are needed most.

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