1. Introduction

This Service Level Agreement (“SLA”) outlines the terms and conditions under which Broker Genius provides digital customs brokerage automation services to its clients. It defines service expectations, responsibilities, and performance standards to ensure consistent and reliable service delivery.

2. Services Provided

Broker Genius offers multiple service plans tailored to different client needs. Services may include:

• Automated Data Extraction: AI-powered extraction of invoice and waybill data for ASYCUDA entry.
• Customs Classification & Grouping: Smart categorization of items to optimize customs declarations.
• Secure Cloud Storage: Digital storage and retrieval of processed documents.
• Email & Forwarding Automation: Clients can forward invoices and waybills via email for automatic processing.
• Real-Time Processing Updates: Status notifications on data extraction, classification, and processing errors.
• Customer Support: Access to technical and operational support via email and WhatsApp.
• API Access & Integration (for premium plans): Clients can integrate Broker Genius with their internal systems.

3. Service Plans

Broker Genius provides the following subscription plans to suit different business needs:

• Free Plan: Includes 50 lines per month at no cost. Provides basic support and access to core features. Ideal for startups and small businesses trying out the service.
• Solo Plan: Priced at $50/month (or $45/month annually). Includes 375 lines per month, with an effective rate of $0.13 per line. Designed for individual brokers with low monthly costs.
• Basic Plan: Priced at $150/month (or $135/month annually). Includes 2,500 lines per month, with an effective rate of $0.06 per line. Suitable for small businesses or startups needing predictable monthly costs.
• Standard Plan: Priced at $275/month (or $247.50/month annually). Includes 7,500 lines per month, with an effective rate of $0.04 per line. Best for growing businesses with higher usage.
• Premium Plan: Priced at $500/month (or $425/month annually). Includes 15,000 lines per month, with an effective rate of $0.033 per line. Ideal for established businesses with significant high-volume needs.
• Pay-As-You-Go: Charged at $0.15 per line, providing maximum flexibility without a fixed monthly commitment. Designed for businesses with irregular or low-volume usage.

Clients may upgrade or downgrade their plans at any time. Detailed terms, including usage limits and overage charges, are outlined in Section 7.

4. Service Availability & Performance

• Broker Genius aims to provide a 99.5% uptime guarantee excluding scheduled maintenance periods.
• Services will be available 24/7 with automated system monitoring to ensure consistent performance.
• Planned maintenance will be announced at least 48 hours in advance, unless urgent.
• API response times will be optimized based on the selected service tier.

5. Response & Resolution Times

Broker Genius commits to resolving client inquiries and issues within the following timeframes:

Critical Service Outage: Complete system failure affecting all users.
Major Functionality Issue: A key service feature is not working as expected, but the system remains operational.
Minor Issue: Non-critical issues, UI glitches, or minor disruptions.
General Inquiry: Any non-urgent support request.

6. Client Responsibilities

Clients must fulfill the following responsibilities to ensure smooth service delivery:

• Document Submission: Ensure invoices, waybills, and customs declarations are provided in a legible format.
• Accurate Information: Provide correct and up-to-date data to ensure proper customs classification.
• Compliance with Terms of Service: Adhere to Broker Genius’s legal and operational policies.
• Designated Contact Person: Assign a representative responsible for liaising with Broker Genius.
• Security & Access Management: Safeguard login credentials and restrict unauthorized access.

7. Data Security

Broker Genius employs robust security measures to protect client data:

• SSL Encryption: All interactions with our site and services are encrypted using SSL (Secure Sockets Layer) technology to ensure data is protected during transmission.
• Encryption at Rest: Client data stored on our servers is encrypted to prevent unauthorized access.
• Access Control: Only authorized personnel with specific permissions can access client data.
• Regular Audits: Security systems are regularly tested to identify and address vulnerabilities.
• Backup & Recovery: Data is backed up daily to prevent loss and ensure recoverability in case of system failure.

8. Privacy Commitment

At Broker Genius, we take your privacy very seriously:

• No Information Sharing: Your data will never be shared, sold, or distributed to third parties, including other brokers, without your explicit consent.
• Confidentiality: All data submitted to Broker Genius is handled with the utmost care to maintain confidentiality.
• Compliance with Privacy Laws: We adhere to relevant data protection regulations to ensure your information is secure and your rights are protected.

9. Billing & Payment Terms

• Subscription Plans: Clients must maintain an active subscription to access Broker Genius services.
• Payment Schedule: Fees are billed monthly or annually in advance, depending on the selected plan.
• Non-Refundable Policy: All payments, including subscription fees and setup costs, are non-refundable.
• Usage Limits: Each plan includes specific usage limits, such as a fixed number of customs declarations or data processing lines per month. Exceeding plan limits may result in additional charges based on the Pay-As-You-Go rate.
• Price Changes: Broker Genius reserves the right to adjust pricing with at least 30 days’ notice.
• Late Payments: Accounts overdue by more than 10 days may be suspended.

10. Termination & Exit Strategy

• Either party may terminate this agreement with 30 days’ written notice.
• If the client terminates, access to services will continue until the end of the billing cycle, but no refunds will be issued.
• If Broker Genius terminates due to non-compliance, the client may lose immediate access.
• Upon termination, clients will have 30 days to retrieve their processed data before permanent deletion.

11. Amendments & Updates

• Broker Genius reserves the right to update this SLA at any time, with 30 days’ notice.
• Significant changes will be communicated via email or posted on the Broker Genius website.

12. Contact & Support

For support, billing inquiries, or technical assistance, clients may contact Broker Genius through the following channels:
Email: support@brokergenius.ai

13. Agreement Confirmation

By subscribing to and using Broker Genius services, the client acknowledges and agrees to the terms outlined in this SLA.