Legal
Service Level Agreement
Effective June 2026
Overview
Scope of This Agreement
This Service Level Agreement (SLA) describes the availability and support commitments for MyComes, operated by NexYear LLC.
Availability
Uptime Commitment
MyComes targets 99.5% uptime for the client portal and Monday Brief delivery system. Scheduled maintenance windows will be communicated at least 24 hours in advance via email.
Support Response Times
Response Commitments
Standard inquiriesResponse within 1 business day
Urgent issues affecting access or brief deliveryResponse within 4 hours during business hours (9 AM to 6 PM ET, Monday to Friday)
Monday Brief Delivery
Delivery Schedule
The Monday Brief is scheduled for delivery by 8:00 AM ET each Monday. Delays exceeding 2 hours will be communicated proactively.
Exclusions
What This SLA Does Not Cover
This SLA does not cover downtime caused by third-party service providers, force majeure events, or issues resulting from client account configuration.
Changes
Updates to This Agreement
NexYear LLC reserves the right to update this SLA with 30 days’ notice to active clients.