1. Services

DNA+ Digital Solutions ("DNA+", "we", "us") agrees to provide lead management and answering services to Client. Services may include new lead intake, new lead follow-up, and answering service support for overflow calls and after-hours calls. Services will begin upon receipt of all required onboarding information, approved workflows, necessary system access, and confirmation of this agreement.

2. Service Levels and Hours of Operation

Lead Management Hours: Monday through Friday, 7:00 AM to 7:00 PM CST; Saturday through Sunday, 10:00 AM to 5:00 PM CST.

Answering Service Hours: 24 hours per day, 7 days per week, subject to agreed routing, escalation, and technical setup.

During Lead Management Hours, DNA+ will use commercially reasonable efforts to meet the following service targets for new inbound leads:

• Instant acknowledgement within 0-1 minute when automation is configured and systems are operational
• First human outreach attempt within 10 minutes of lead receipt
• First live conversation targeted within the same hour when the lead is reachable and responsive

DNA+ may use phone, SMS, email, and reply in the lead's original channel when applicable. Follow-up cadence may vary based on client workflow, lead responsiveness, communication channel, compliance requirements, and scheduling rules. SLA targets are operational goals, not guarantees of bookings, conversions, or revenue outcomes.

3. Client Responsibilities

The client agrees to provide accurate and complete business information required for onboarding and service delivery. The client is responsible for maintaining current scheduling rules, escalation contacts, hours, intake instructions, and any workflow restrictions that affect service execution. Delays or inaccuracies caused by the client may impact service timelines and SLA performance.

• Provide accurate contact, business, scheduling, and intake information
• Respond to communications within 3 business days
• Provide timely access to CRM, telephony, inboxes, calendars, and other required tools or assets
• Notify DNA+ promptly of any changes affecting intake, follow-up, scheduling, routing, or caller handling

4. Payment Terms

Payment terms will be communicated separately. Invoices are due upon receipt unless otherwise agreed in writing. DNA+ reserves the right to pause or suspend services on accounts with outstanding balances of 14 days or more. A late fee of 1.5% per month may be applied to overdue balances.

5. Term & Termination

This agreement begins on the effective date and remains in effect for an initial term of twelve (12) months unless earlier terminated in accordance with these terms. Cancellation requires 30 days written notice.

If the client cancels due to DNA+ failing to maintain its SLA commitments, the client remains responsible for payment during the active 30-day notice period only.

If the client cancels for any other reason, the client must pay for the active 30-day notice period plus one additional month following the end of that notice period, unless DNA+ elects in its sole discretion to waive the final month's payment.

6. Confidentiality

Both parties agree to keep confidential any proprietary information, trade secrets, lead information, caller information, patient communication details, business data, and other sensitive information shared in connection with the services. This obligation survives termination of the agreement. DNA+ will not sell or share client data with third parties except as needed to provide the services, as authorized by the client, or as required by law.

7. Intellectual Property

Upon full payment of all fees, client owns its business records, lead records, caller records, and any deliverables created specifically for them. DNA+ retains ownership of any pre-existing tools, templates, frameworks, workflows, reporting formats, methodologies, or systems used in delivering services.

8. Limitation of Liability

DNA+ does not guarantee specific lead volume, booking volume, conversions, revenue outcomes, or patient outcomes. The service levels described in this agreement are operational targets only and may be affected by client delays, incomplete data, system outages, third-party platform issues, lead unresponsiveness, or workflow limitations outside DNA+'s control. DNA+'s total liability for any claim shall not exceed the total fees paid in the preceding 30 days.

9. Modifications

DNA+ reserves the right to update these terms with 30 days notice. Continued use of services after notice constitutes acceptance of updated terms. Material changes will always be communicated in writing.

10. Governing Law

This agreement is governed by the laws of the State of Texas. Any disputes shall be resolved in Dallas County, Texas. Both parties agree to attempt resolution in good faith before pursuing legal action.

11. Entire Agreement

This document, along with any accompanying proposal, pricing schedule, order form, or scope of work, constitutes the entire agreement between the parties and supersedes all prior communications. No verbal agreements are binding. Any amendments must be made in writing and signed by both parties.