Service Level Agreement (SLA)
Last Updated: May 12, 2026
This SLA describes the service availability, delivery timeframes, and quality standards for The Friday Pack. It is incorporated by reference into our Terms of Service (/legal/terms).
1. Delivery Timeframes
| Product | First Pack | Recurring Packs |
|---|---|---|
| Starter Pack ($97 one-off) | 48 hours from order in a covered market; 72 hours in a new market | N/A (one-off) |
| Weekly ($197/mo) | 48 hours from order in a covered market; 72 hours in a new market | Every Friday, 7am ET, for the duration of your subscription |
| Pro ($347/mo, 2 markets) | 48 hours from order in covered markets; 72 hours per new market | Every Friday, 7am ET, for the duration of your subscription |
Covered markets: Tampa (FL), Panama City Beach (FL), Gatlinburg / Pigeon Forge (TN), Austin (TX), Miami (FL).
New markets: any US city not in the covered list. First pack adds 24 hours so we can build local intel (zoning rules, STR ordinance, HOA-permissive buildings, pricing benchmarks). Every weekly pack thereafter ships in the standard 48-hour window.
2. Site Availability
We target 99.5% uptime for thefridaypack.com and our order/customer-portal infrastructure, measured monthly. Planned maintenance is announced at least 48 hours in advance via email when possible.
We are not liable for downtime caused by:
- Our upstream providers (Vercel, Supabase, Stripe, Resend, or their underlying CDNs)
- DDoS attacks, force majeure, or other circumstances outside our reasonable control
- Customer-side network issues
3. Quality Standards
Every Lead Pack delivered will meet:
- 50 distinct leads in the customer-selected market matching our filter criteria (12-month lease minimum, $950+/mo rent floor, STR-allowed or gray-area zoning, listing fresher than 30 days, phone surfaceable, contact name surfaceable).
- ≥80% phone coverage (at least 40 of 50 leads with a callable phone for an STR-decision-maker — owner, landlord, property manager, or leasing contact — at the time of delivery).
- Ranked output ordered by composite score (owner type, ratio, building competition density, lease flexibility, signal strength).
- One-sentence signal and suggested opener per lead.
If a delivered pack fails to meet either the lead count or phone coverage minimum, the customer is entitled to a full refund or replacement pack per our Refund Policy (/legal/refunds).
4. Communication Standards
- Order confirmation: sent immediately upon successful payment processing.
- Calibration email: sent within 24 hours of order, asking one filter-tuning question.
- Delivery notification: sent at the moment your pack is uploaded to your inbox or dashboard.
- Support response: within 24 business hours, M-F.
5. Delivery Format
Lead Packs are delivered as:
- CSV file — ready for import into your CRM, Google Sheets, or call-tracking tool.
- Interactive HTML tracker — a standalone HTML file with filter, sort, mark-complete, and notes columns. Opens in any browser. No login. No data leaves your machine.
Pack files are emailed to your account email and (for active subscribers) available in your dashboard for 90 days from delivery.
6. Subscription Pause
Active Weekly or Pro subscribers may pause their subscription for up to 4 weeks per calendar year without canceling. To pause, email support@thefridaypack.com with the subject "Pause Request" and the desired resume date. We will hold the next-scheduled pack(s) and resume on the date you specify. No credit is issued for paused weeks — subscription billing is paused for the duration.
7. Market Changes
You may change your selected market once per billing period via support email. The change applies to the next-scheduled pack. We do not pro-rate or refund a pack already in production at the time of the change request.
8. Termination & SLA Survival
If your subscription is canceled, the SLA terminates at the end of the then-current billing period. All packs you have already received remain yours under the license terms in our Terms of Service.
9. Contact
SLA questions: support@thefridaypack.com