Last Updated: 12/3/2025

This Service Level Agreement (SLA) and Availability Policy describes expected response times, service delivery timelines, and availability parameters for all services offered through this website (the “Site”), including Fractional COO services, Executive Hotline sessions, Decision Brief Packages, and COO Toolbox digital products.

Use of the Site or purchase of any service or product constitutes acceptance of the terms below.

1. BUSINESS HOURS & GENERAL AVAILABILITY

Standard business hours are:

Monday–Friday

6 a.m. – 3:00 p.m. Pacific Time

Services outside these hours — including evenings, weekends, or holidays — may be offered at the sole discretion of No.2 COO and are not guaranteed.

Services are not provided during posted business closures or periods of personal unavailability due to illness or emergency. Official closures will appear on the Contact Me page.

2. RESPONSE TIMES FOR GENERAL COMMUNICATION

General inbound inquiries (email, booking forms, or contact submissions) will receive a response within 2 business days whenever possible. Faster responses may occur but are not guaranteed.

3. AVAILABILITY FOR FRACTIONAL COO SERVICES

Fractional COO services provide access, not hourly accounting. Availability includes:

• Strategic support

• Operational guidance

• Leadership advisory

• Review of materials relevant to agreed-upon priorities

• Asynchronous communication during business hours

• Fractional COO services do not guarantee immediate responses, unlimited meetings, emergency support, same-day turnaround, or availability outside business hours.

• Meetings must be scheduled in advance based on mutual availability.

• Unused capacity does not roll over.

If illness, emergency, vacation, or another unexpected circumstance requires pausing services, impacted clients will be notified by an email that includes information on how to reschedule at a mutually convenient time. No refunds will be made.

4. EXECUTIVE HOTLINE SCHEDULING & AVAILABILITY

Executive Hotline sessions are scheduled based on availability. While priority scheduling is offered, same-day or next-day appointments are not guaranteed.

Sessions must be scheduled during business hours unless explicitly approved.

A pre-call questionnaire is required. Failure to complete the questionnaire results in forfeiture of the session without refund.

5. DECISION BRIEF PACKAGES & TURNAROUND TIMES

Turnaround times for Written Decision Briefs begin only after:

• The Executive Hotline call is completed, and written scope sign-off is received.

Standard Package: Decision Brief delivered within 48 hours after scope sign-off.

Priority Package: Decision Brief delivered within 24 hours after scope sign-off.

Turnaround times do not apply during weekends, holidays, posted business closures, periods of illness or emergency, or client-caused delays in providing required information.

If the client fails to provide scope sign-off within the stated timeframe, the service will be cancelled without refund.

6. SERVICE DELAYS OUTSIDE PROVIDER CONTROL

The provider is not liable for delays caused by:

• Internet outages

• Power disruptions

• Email failures

• Third-party platform outages

• Client delays

• Scheduling conflicts

• Illness or emergencies

• Deadlines will be reasonably adjusted under such circumstances.

7. SCHEDULING REQUIREMENTS

• Sessions must be scheduled using approved booking links.

• Late arrivals end at the originally scheduled time.

• No-shows, missed questionnaires, or late cancellations follow the Refund | Cancellation | No-Show Policy.

8. BOUNDARIES AROUND COMMUNICATION & ACCESS

• Advisory input is limited to the scope of the purchased service.

• Additional guidance requires a new or ongoing engagement.

• Communication must remain respectful and within reasonable frequency. No.2 COO reserves the right to terminate communication for any reason in its sole discretion.

9. COO TOOLBOX PRODUCTS

COO Toolbox digital products are delivered electronically and are not governed by SLA timelines.

Digital products:

• Are delivered immediately

• Do not include advisory support unless stated

• Are non-refundable

• Cannot be customized or expedited

10. NO GUARANTEE OF RESULTS OR OUTCOMES

• Service levels relate to availability, timing, and process — not results.

• Outcomes depend on client implementation and external business factors.

See Executive Service Disclaimers for more details.

11. MODIFICATIONS TO THIS POLICY

This SLA may be updated periodically. The updated version will include a revised “Last Updated” date. Continued use of the Site, services, or products constitutes acceptance of any revisions.

12. CONTACT INFO

Questions regarding this SLA and Availability Policy may be directed to:

Kelly Valandra

No.2 COO

Email: hello @no2coo.com

State of Operation: Nevada, United States