Customer Support Service Level Agreement
Phil Advisors LLC & Phil Administration Inc.
Effective Date: July 24, 2026 | Last Updated: July 24, 2026
| Platform | Phil DAF Investment Platform ("Platform") |
| Support Contact | support@withphil.com |
| Security Contact | security@withphil.com |
| Status Page | www.withphil.com/status |
| Standard Coverage | Monday to Friday, 9:00 AM to 6:00 PM ET, excluding US federal holidays |
| Critical Incident Coverage | 24/7 automated monitoring with on-call engineering response |
1. Purpose and Scope
This document defines the customer support service levels that Phil Advisors LLC ("Phil Advisors") and Phil Administration Inc. ("Phil Administration") (collectively, "Phil," "we," "us," or "our") provide to users of the Phil DAF Investment Platform, including the website at www.withphil.com and any related portals, applications, or digital services (collectively, the "Platform").
It describes how to reach us, the hours during which support is provided, and the response and resolution targets that apply to complaints, service failures, bugs, incidents, security vulnerabilities, and requests for information. It applies to all Platform users and supplements, but does not modify, our Terms of Service and Privacy Policy.
2. Contact Channels
| Channel | Use For | Coverage |
|---|---|---|
| support@withphil.com | General support, complaints, bugs, service failures, and requests for information | Business Hours (see Section 3) |
| security@withphil.com | Security vulnerabilities and suspected security incidents | Monitored daily, including outside Business Hours for urgent reports |
| privacy@withphil.com | Privacy inquiries and data rights requests | Business Hours |
| legal@withphil.com | Legal notices and formal correspondence | Business Hours |
| www.withphil.com/status | Real-time Platform availability and incident history | Available 24/7 |
3. Coverage Hours
Standard support is provided Monday through Friday, 9:00 AM to 6:00 PM Eastern Time, excluding United States federal holidays ("Business Hours"). Requests received outside Business Hours are treated as received at the start of the next business day.
The Platform is monitored continuously by automated alerting. Critical failures and security incidents page our on-call engineering staff 24 hours a day, 7 days a week, regardless of Business Hours.
4. Severity Levels
Service failures, bugs, and incidents are assigned a severity at triage:
| Severity | Definition |
|---|---|
| Critical (Sev 1) | The Platform is unavailable, money movement is materially impaired, or customer data is at risk. No workaround exists. |
| Major (Sev 2) | A core function (contributions, grants, investing, sign-in) is degraded or unavailable for some users. A workaround may exist. |
| Minor (Sev 3) | A non-core function is impaired or a defect causes inconvenience without preventing use of the Platform. |
| Low (Sev 4) | Cosmetic issues, minor defects, and general questions with no functional impact. |
5. Response and Resolution Targets
The targets below are measured from the time a request is received through a channel listed in Section 2 (or, for failures and incidents detected by our monitoring, from the time of detection). "Acknowledgement" means a substantive confirmation from a member of our team, not an automated receipt.
| Request Type | Acknowledgement | Resolution Target |
|---|---|---|
| Complaints | 1 business day | Substantive written response within 10 business days; if more time is needed we provide a status update and expected timeline |
| Service failures (Sev 1) | 1 hour, 24/7 | Work begins immediately and continues until service is restored; status page updated at least every 4 hours until resolved |
| Service failures (Sev 2) | 4 Business Hours | Restoration or workaround within 2 business days; permanent fix scheduled in the next release |
| Bugs (Sev 3) | 1 business day | Fix scheduled based on impact, typically within 30 calendar days or the next scheduled release |
| Bugs (Sev 4) | 2 business days | Prioritized in the product backlog; no committed timeline |
| Incidents (security or operational) | Triage within 24 hours of detection or report | Handled under our incident response process; affected customers notified without undue delay and within any legally required timeframe |
| Vulnerability reports | 2 business days | Remediation per our vulnerability management policy: Critical within 7 days, High within 30 days, Medium within 90 days, Low in the next scheduled update cycle |
| Requests for information | 1 business day | Fulfilled within 30 calendar days; identity verification may be required for account-specific or data rights requests |
6. Complaints Handling
We treat any expression of dissatisfaction with the Platform, our services, or our personnel as a complaint. Complaints may be submitted to support@withphil.com with "Complaint" in the subject line. Each complaint is logged, assigned an owner, and reviewed by management. Complaints relating to investment advisory services are additionally escalated to the Chief Compliance Officer of Phil Advisors LLC and handled in accordance with applicable securities regulations.
7. Escalation
If a request is not acknowledged or resolved within the targets in Section 5, you may request escalation by replying to your existing support thread with "Escalate" in the subject line. Escalated requests are reviewed by the engineering lead (for technical issues) or the compliance owner (for complaints and regulatory matters) within 1 business day.
8. Exclusions
The targets in this document do not apply to:
- Scheduled maintenance announced in advance on the status page
- Outages caused by third-party providers (such as custodians, banking partners, or market data providers) outside our reasonable control, although we coordinate with those providers and keep customers informed
- Issues caused by customer equipment, networks, or misuse of the Platform
- Feature requests and product feedback, which we welcome but do not commit to timelines for
9. Maintenance of This Document
This document is owned by Phil Administration Inc. and reviewed at least annually, and additionally after any material change to our support processes or organizational structure. The Effective Date and Last Updated fields above reflect the current version. Material changes are posted to this page.