Legal
Service Commitments
Last updated: 2026-03-07
These Service Commitments (referred to as the "SLA" in the Terms of Service) describe the service commitments Pawlo makes to its customers. All commitments in this SLA are qualified by commercially reasonable efforts.
In the event of a conflict between this SLA and the Terms of Service, this SLA governs solely with respect to the specific service levels, support commitments, and remedies described in this SLA.
For purposes of this document, 'paying customers' means customers with an active paid plan, order form, or district agreement.
1. Availability
Pawlo uses commercially reasonable efforts to maintain platform availability. No specific uptime percentage is guaranteed.
For purposes of this SLA, the covered services are the Pawlo MCP API and any paid district reporting services expressly included in an applicable order, agreement, or pricing plan.
Scheduled maintenance will be communicated at least 24 hours in advance where reasonably practicable.
2. Data Processing
Menu submissions and data updates are processed on a commercially reasonable timeline.
Pawlo does not guarantee a specific turnaround time for data structuring, llms.txt generation, or MCP integration.
Pawlo aims to process submitted updates promptly, but does not guarantee real-time publication unless expressly stated in a paid service description.
3. Support
Email support is available at hello@pawlo.ai.
Pawlo will acknowledge support requests from paying customers within 2 business days. For service-affecting issues reported during business hours by paying customers, Pawlo will use commercially reasonable efforts to provide same-day acknowledgment.
Business hours: Monday through Friday, 8 AM to 6 PM MST, excluding Canadian statutory holidays.
4. Quarterly Reports (BIA District Agreements)
BIA partners on active district agreements receive a quarterly AI readiness report for their district.
Reports are delivered via email within 15 business days of quarter-end.
Report content includes: updated audit metrics, onboarding progress, and AI readiness changes.
5. Exclusions
This SLA does not cover:
- Third-party AI agent behavior, accuracy, or availability
- Accuracy of restaurant-provided data (menus, hours, prices, allergens)
- Downtime caused by third-party service providers (Cloudflare, Anthropic, Postmark, Twilio)
- Issues caused by the customer's own systems, internet connectivity, or email configuration
- Force majeure events (as defined in Section 14 of the Terms of Service)
6. Remedies
If Pawlo fails to deliver the contracted services for 30 or more consecutive calendar days, the affected customer may terminate and receive a pro-rated refund of any prepaid annual fees.
For purposes of this section, 'fails to deliver the contracted services' means a complete failure to provide the material paid service components described in the applicable plan or agreement for 30 consecutive calendar days, excluding events described in Section 5 (Exclusions).
The remedy described in this section is a contractual refund right and not damages. It applies only to prepaid fees for the affected paid service and is the sole and exclusive remedy for service unavailability.
To claim a remedy, the customer must notify hello@pawlo.ai in writing within 14 days of the 30-day threshold being reached.
7. Contact
For SLA-related questions or to report a service issue: