Service Level Agreement

What we're on the hook for, in writing.

Every plan runs on the same severity model. Proactive cadence and escalation priority scale with tier — the definitions below don't.

Severity	Definition	Acknowledged in	Resolution target
P1 — Red flag	Safety issue, active damage, anyone in the unit at risk	15 minutes, 24/7	Same-day dispatch; written incident report same day
P2 — Routine job	Repairs, vendor coordination, errands	2 business hours	Vendor on site within 1–3 working days by tier; closed with proof
P3 — Proactive check	Scheduled walk-through, preventive maintenance	Per plan cadence	Written walk-through report within 24 hours of the visit

SLA credits: if a P1 is not acknowledged within its clock, that month's plan fee is credited pro-rata for the affected period — no request needed.

The short version. Full terms sent at sign-up.

Scope

Poso provides logistics, coordination and presence for the registered unit. We are not a contractor, insurer, or clinical care provider.

Payment

Plans are billed monthly in advance. Vendor costs are pass-through at cost, invoiced separately with receipts attached.

Liability

General liability insurance covers specialists while inside customer homes. Liability for third-party vendor work is capped per the signed customer agreement.

Termination

Cancel any time with 15 days' notice. No lock-in period, no exit fee.

Privacy — summary

Your unit file, handled the way we'd want ours handled.

What we store

Unit details, vendor history, and — only if Care Package is active — health information relevant to wellbeing checks.

DPDP Act compliance

Explicit consent is captured before storing any health information, and you can request full deletion at any time.

Who sees it

Your assigned specialist and the concierge team only. Never sold, never shared with vendors beyond what a job requires.

Retention

The unit file is retained while your plan is active, and deleted within 30 days of a confirmed cancellation and deletion request.