top of page

STRUCTURALINTEL – SUPPORT SERVICE LEVEL AGREEMENT (SLA)

Last Updated: [DATE]

This Support Service Level Agreement (“SLA”) outlines the support services provided by StructuralIntel (“we,” “our,” “us”) to subscribers (“Customer”). This SLA forms part of the StructuralIntel Terms of Service.

1. Overview

StructuralIntel provides the following types of support:

  • Email Support – included with all subscription plans

  • Phone Support – optional paid add-on

  • Priority Ticket Support – included with certain tiers or add-ons

Support is provided to assist with the use and operation of the StructuralIntel platform. Support does not replace professional estimating, legal, financial, accounting, or business consultation.

2. Support Channels & Response Times

2.1 Email Support (Included in All Plans)

Availability:

  • Monday through Friday

  • 9:00 AM – 5:00 PM Central Time (excluding holidays)

Response Time:

  • Typically within 1–2 business days

  • May vary during peak usage or product updates

Email support includes assistance with:

  • Platform navigation

  • Estimator usage

  • CRM or inventory questions

  • Account and billing inquiries

  • Bug reporting

  • AI feature assistance

  • Onboarding guidance

2.2 Phone Support (Paid Add-On)

Phone support is only available to customers who purchase a phone-support add-on or subscribe to a plan that includes it.

Availability:
📞 Monday through Friday, 9:00 AM – 5:00 PM Central Time
(Excluding U.S. federal holidays and scheduled maintenance periods)

Phone Support Includes:

  • Live assistance with platform features

  • Guidance on estimator setup

  • Help understanding cost factors, risk levels, or workflow steps

  • Troubleshooting account access or setup issues

  • Basic estimate-structuring guidance (non-binding)

Limits & Conditions:

  • Calls may be limited to 10–15 minutes each

  • Plans include a fixed number of monthly calls (varies by package)

  • Additional calls may require purchasing support ticket packs

  • Abuse or excessive usage may result in suspension of phone support privileges

  • Calls may be recorded for training and quality

Phone Support Does NOT Include:

  • Writing estimates or proposals for you

  • Determining your job prices

  • Reviewing contracts or customer disputes

  • Legal, accounting, or tax advice

  • Training on non-StructuralIntel software

  • On-site or remote desktop control services

2.3 Priority Ticket Support (Optional)

Priority ticket support may include:

  • Faster responses (same business day when possible)

  • Escalation of platform issues

  • Direct message supports inside the platform

  • Enhanced troubleshooting

Ticket usage limits may be enforced to prevent abuse.

3. Support Exclusions

StructuralIntel support does NOT cover:

  • Running your business operations

  • Managing your customer communications

  • Performing your marketing or Mailchimp campaigns

  • Setting pricing strategies

  • Market research or competitive analysis

  • Custom development work

  • Training staff on landscaping or construction practices

  • Interpretation of laws, codes, or licensing requirements

AI suggestions provided within the platform are advisory only, and must be reviewed by the user before use.

4. Service Availability

Platform uptime is monitored continuously, but support availability follows:

🕘 Monday–Friday, 9:00 AM – 5:00 PM CT
(excluding U.S. holidays)

Emergency platform issues may be handled outside these hours, but support responses are not guaranteed outside official support hours.

5. Suspension of Support

Support may be suspended or limited if:

  • Subscription payment fails

  • Phone support is abused

  • User violates the Terms of Service

  • Excessive support demand disrupts service quality

  • The account is under investigation for misuse

6. Modifications to this SLA

StructuralIntel reserves the right to modify this SLA at any time to:

  • Improve support quality

  • Balance service load

  • Adjust for new plans or features

  • Reflect industry or legal changes

Changes will be communicated through email or in-app notification.

7. Contact for Support

Support Email: support@structuralintel.org
Website: www.Structuralintel.org
Phone Support (for eligible plans): Provided after signup

Accessibility Statement

Accessibility Statement – StructuralIntel.org (ProfitZapp)

Effective Date:  1/5/2026

1. Our Commitment

StructuralIntel.org Inc. is committed to providing an inclusive digital experience for all visitors, including people with disabilities. We strive to make our website and the ProfitZapp widget accessible, usable, and compliant with recognized accessibility standards.

2. Standards We Follow

  • Web Content Accessibility Guidelines (WCAG) 2.1, Level AA.

  • Section 508 of the Rehabilitation Act (U.S. federal accessibility standards).

  • Relevant national/international accessibility legislation (e.g., ADA, EN 301 549).

3. What We’ve Implemented

Feature Implementation

Semantic HTML & ARIAProper heading hierarchy, form labels, ARIA roles/attributes where needed.

Keyboard NavigationAll interactive elements—including the ProfitZapp widget—are reachable and operable via keyboard alone (Tab, Enter, Space).

Contrast & Text ScalingMinimum 4.5:1 contrast ratio for normal text; supports browser‑controlled text resizing up to 200 %.

Alternative TextMeaningful alt text for all images, icons, and decorative graphics.

Responsive DesignLayout adapts to various screen sizes and orientations without loss of functionality.

Error IdentificationForm validation messages are announced to screen readers and are visually clear.

Skip Navigation“Skip to main content” link available at the top of each page.

Widget AccessibilityThe ProfitZapp widget follows the same WCAG 2.1 AA criteria: focus order, ARIA labels, and keyboard operability.

Audio/VideoWhere multimedia is used, captions, transcripts, or audio descriptions are provided.

Fair Use & Computational Limits" Clause

> "1. Computational Fair Use: To maintain platform integrity and optimal processing speeds, all ZappPacks are subject to a Fair Use Computational Limit of 800,000 persistent tokens. This threshold is designed to exceed the requirements of standard professional use-cases.

> 2. Abuse Prevention: ProfitZapp reserves the right to monitor for 'Non-Human' behavioral patterns. Any account utilizing automated scripts, bots, or 'brute-force' API queries that exceed the Fair Use threshold may be subject to immediate throttling or temporary suspension to protect the Stateless Infrastructure from unauthorized load.

> 3. Overage & Reset: Upon reaching 90% of the Fair Use threshold, users will receive an automated notification. Computational limits reset with the purchase or renewal of a ZappPack, ensuring that 'Hard-Headed' professional utility is never permanently interrupted."

> 

4. Ongoing Monitoring & Improvements

  • Automated testing (axe, Lighthouse) is run on every major release.

  • Manual audits are performed quarterly by an internal accessibility champion.

  • User feedback is continuously collected via the “Report an Issue” form (see §â€¯6).

5. Known Limitations

While we aim for full compliance, some third‑party content (e.g., embedded PDFs, external videos) may fall outside our direct control. We will work with those providers to improve accessibility when notified.

6. How to Report Accessibility Issues

If you encounter any barrier that prevents you from accessing content or using the ProfitZapp widget, please let us know. We will respond within 5 business days and work toward a resolution.

Contact:
Email: accessibility@structuralintel.org
Phone: 507 900 1281
Mailing Address: StructuralIntel.org Inc., [Street], [City], [State], [ZIP]

7. Enforcement

We take accessibility complaints seriously. If you feel we have not responded appropriately, you may file a complaint with the appropriate governmental agency (e.g., U.S. Department of Justice, Equality Commission, etc.).

8. Policy Review

This Accessibility Statement is reviewed annually and updated as needed to reflect changes in technology, standards, or legal requirements.

Thank you for helping us make StructuralIntel.org a more accessible place for everyone.

ACCEPTABLE USE POLICY

Effective Date: December 24, 2025

This Acceptable Use Policy (“AUP”) governs use of the ProfitZapp platform and is incorporated by reference into the Terms of Service.

Prohibited Activities

Users may not:

  • Use the Service for any unlawful, fraudulent, or deceptive purpose.

  • Attempt to gain unauthorized access to accounts, systems, or data.

  • Reverse engineer, scrape, crawl, or interfere with the Service.

  • Upload malware, bots, or automated scripts.

  • Circumvent security, rate limits, or access controls.

  • Access or attempt to access another user’s data.

  • Abuse support, infrastructure, or third-party integrations.

  • Use the Service to transmit spam or unsolicited communications.

Enforcement

StructuralIntel Inc. may monitor usage for compliance and may suspend or terminate access immediately for violations, without notice or refund.

Reporting

Suspected misuse may be reported to support@structuralintel.org.

​

bottom of page