Service Level Agreement
Last Updated: August 7, 2026
This Service Level Agreement ("SLA") describes the availability and support targets CST Group Inc., doing business as Holy Estimate ("Holy Estimate," "we," "us," or "our"), aims to provide for active, paid subscriptions to the Holy Estimate estimating software (the "Services"). This SLA reflects our operational goals and is incorporated into, and should be read together with, our Terms of Service.
1. Service Availability
We use commercially reasonable efforts to keep the Services available and operating normally. We do not guarantee a specific uptime percentage. Availability can be affected by factors including scheduled maintenance, issues with our hosting provider or other third-party infrastructure, internet service disruptions outside our control, and force majeure events.
2. Scheduled Maintenance
We periodically perform maintenance to update, secure, or improve the Services. Where practical, we schedule routine maintenance during lower-traffic periods and provide advance notice if maintenance is expected to cause a noticeable disruption.
3. Support Response Times
Support requests submitted to support@cstsupport.com during business hours will generally receive an initial response within one (1) business day. This is a target, not a guaranteed resolution time — the time needed to resolve a particular issue will depend on its complexity.
4. Support Hours
Our support team is generally available Monday through Friday, 9:00 AM to 5:00 PM Eastern Time, excluding U.S. federal holidays. Requests submitted outside these hours will be addressed on the next business day.
5. No Service Credits
This SLA describes operational targets. It does not create a right to service credits, refunds, or other financial remedies if we do not meet a target described in this SLA, except where we separately agree to such remedies in writing (for example, in a signed enterprise agreement).
6. Exclusions
This SLA does not apply to unavailability or delays caused by: scheduled maintenance performed consistent with Section 2; factors outside our reasonable control, including force majeure events, internet or telecommunications failures, or outages of third-party infrastructure providers; issues with Customer's own equipment, network, or internet connectivity; misuse of the Services in violation of the Terms of Service or Acceptable Use Policy; or features designated as beta, preview, or early access.
7. Changes to This SLA
We may update this SLA from time to time as our operations evolve. We will update the "Last Updated" date above, and where changes are material, we will provide reasonable notice.
8. Contact Us
Questions about this SLA can be directed to:
CST Group Inc., d/b/a Holy Estimate
14923 State Route 30, PO Box 848
Malone, NY 12953
Phone: 518-483-4100 (NY) | 941-249-3520 (FL) | Toll-Free: 877-954-4100
Email: support@cstsupport.com