Master Emergency Dispatch Service Agreement | StormGrade

1. Scope of Engagement

This Master Emergency Dispatch Service Agreement ("Agreement") governs the partnership between StormGrade ("Company") and the client damage restoration firm ("Client"). StormGrade functions exclusively as a Dedicated 24/7 Emergency Dispatch Partner providing high-velocity inbound intake qualification and technician crew escalation. StormGrade is an emergency service partner and proprietary dispatch delivery system, not a self-serve software platform.

2. Operational Boundaries

StormGrade's operational scope initiates the millisecond an inbound emergency call connects to the dedicated dispatch line and strictly terminates the moment an assigned technician is confirmed ON_SITE. Post-arrival mitigation, dry-outs, reconstruction estimating, and job invoicing remain exclusively within the Client's internal field management systems.

3. Commercial Terms & Retainer Structure

Client engages StormGrade on a flat monthly service retainer of $4,999 / month("Monthly Service Retainer") covering unlimited emergency call intake and up to 30 active technicians. Payment is authorized via Wise Business ACH or domestic wire bank transfer upon execution of this Agreement. Zero onboarding costs and zero per-minute surcharges apply.

4. Service Level Agreement (SLA) & Operational Guarantee

StormGrade warrants that its dispatch system will alert Client's designated on-duty technician within 90 seconds of an inbound emergency call completion.

Section 4.1 · Minimum Operational Activity Requirement:Client must maintain at least one (1) verified active technician with reachable mobile telephony on the designated roster to enforce SLA guarantees. If Client's roster has zero available technicians on duty at the time of an emergency call, SLA breach credits are voided.

Section 4.2 · System Fault Definition:A "System Fault" is strictly defined as a failure originating from StormGrade's internal telephony infrastructure, escalation logic, or notification delivery systems. Excludes third-party carrier network latency, technician hardware/device failures, local power/cellular outages, or roster contact misconfigurations created by Client.

Section 4.3 · Measurement Standard:Notification speed is measured from the millisecond timestamp of inbound call qualification completion to the StormGrade server dispatch confirmation log. Carrier delivery receipts and technician device SMS reception logs serve as secondary verification only.

Section 4.4 · Credit Issuance & Accountability:Credits are issued automatically within 24 hours of any verified System Fault. If StormGrade incurs three (3) or more verified System Faults within a single billing cycle, Client receives a 100% service credit for that billing cycle's monthly retainer.

5. Term, Cancellation & Performance Out

The Monthly Service Retainer operates on a month-to-month agreement with a 30-day performance out. Client may terminate engagement with written notice prior to the next billing cycle.

6. Confidentiality & Incident Records

All emergency caller transcripts, homeowner addresses, damage photographs, and technician dispatch timelines remain the strict confidential property of Client. Homeowner live tracking links automatically expire thirty (30) days post-arrival.