Service Level Agreement

Service Level Agreement (SLA)

Effective Date: August 12, 2026

This Service Level Agreement (“SLA”) describes the service standards, turnaround expectations, customer responsibilities, delivery procedures, and related terms applicable to services provided by Garden State HVAC Design (“Garden State HVAC Design,” “Company,” “we,” “our,” or “us”).

This SLA forms part of and is incorporated into Garden State HVAC Design’s Terms & Conditions. By purchasing services from Garden State HVAC Design, submitting a project for completion, or otherwise engaging us to perform services, you acknowledge and agree to this SLA together with our Terms & Conditions and other applicable policies.

1. Purpose

Garden State HVAC Design is committed to providing accurate, professional, and timely residential HVAC design services.

This SLA explains:

Our standard turnaround goal
When the turnaround period begins
What constitutes a Business Day
Customer responsibilities
Circumstances that may pause or extend turnaround
How changes and revisions are handled
Delivery procedures
Circumstances outside our reasonable control
The limitations of our turnaround commitments

Our goal is to provide customers with clear expectations regarding the delivery of our services while preserving the time necessary to perform our work responsibly and accurately.

2. Services Covered

This SLA applies to eligible services purchased from Garden State HVAC Design, including, where applicable:

Residential Manual J heating and cooling load calculations
Manual S equipment selection
Whole-home load calculations
Room-by-room load calculations
Individual-room load calculations
Mini-split sizing calculations
Related residential HVAC design documentation
Other services expressly stated as being subject to this SLA

Certain custom, unusually large, unusually complex, or separately quoted projects may require different turnaround expectations.

If a project is expected to fall outside our normal service timeframe, we will make reasonable efforts to disclose this before or shortly after accepting the project.

3. Standard Turnaround Goal

Garden State HVAC Design maintains a standard service goal of completing eligible projects within:

Two (2) Business Days

The two-business-day turnaround period begins after payment for the project has been received by Garden State HVAC Design.

Our two-business-day turnaround is a service objective and standard operating goal. It is not an absolute, unconditional, or guaranteed completion deadline.

We expect most standard projects to be completed within this timeframe. However, occasional circumstances may require additional time, including:

Unusually high project volume
Project complexity
Missing or unclear information
Required customer clarification
Significant changes to project scope
Technical or software issues
Staffing availability
Unexpected operational disruptions
Circumstances outside our reasonable control

When we reasonably anticipate that a project will experience a material delay beyond our standard turnaround, we will make reasonable efforts to notify the customer and provide an updated estimated completion timeframe.

4. Payment and Start of Turnaround

The standard turnaround period begins once payment for the applicable project has been successfully received.

Unless otherwise agreed in writing, submitting an intake form, requesting a quote, providing project documents, or receiving an invoice does not by itself begin the turnaround period.

Customers are encouraged to provide all requested project information before payment so that work can begin promptly once payment is received.

If payment is received outside Garden State HVAC Design’s posted business hours, on a weekend, or on a recognized holiday, the project will ordinarily enter the production queue on the next Business Day.

Payment does not waive the customer’s responsibility to provide complete and accurate information necessary for us to perform the requested services.

5. Project Readiness

Before purchasing services, customers should provide all project information reasonably requested through our intake process.

Depending on the service requested, this information may include:

Completed intake information
Floor plans
Architectural drawings
Building dimensions
Ceiling heights
Window and door information
Insulation values
Construction assemblies
Building orientation
Project address or geographic location
Existing HVAC system information
Equipment information or preferences
Photographs or project notes
Other information reasonably necessary to perform the requested calculations

Garden State HVAC Design may review submitted documentation before or after payment to determine whether sufficient information is available to perform the work.

6. Business Days

For purposes of this SLA, a Business Day means Monday through Friday, excluding:

Federal holidays
New Jersey state holidays observed by Garden State HVAC Design
Previously announced business closures
Other days on which normal operations are unavailable due to circumstances described in this SLA

Turnaround expectations are measured in Business Days rather than calendar days.

Weekends and applicable holidays do not count toward the standard turnaround period.

7. Missing, Incomplete, or Conflicting Information

The accuracy of our work depends heavily upon the accuracy and completeness of the information provided by the customer.

If Garden State HVAC Design determines that information necessary to continue the project is:

Missing
Incomplete
Unreadable
Unclear
Contradictory
Inaccurate
Inconsistent with other submitted information
Otherwise insufficient to perform the requested service responsibly

we may request clarification or additional documentation.

Examples may include:

Missing dimensions
Unclear floor plans
Missing ceiling heights
Missing insulation values
Conflicting construction information
Missing window or door specifications
Unclear conditioned-space boundaries
Missing building orientation
Missing equipment information necessary for Manual S
Inconsistencies between plans and intake information

Garden State HVAC Design will not knowingly substitute unsupported assumptions when additional information is reasonably necessary to produce an accurate calculation.

8. Pausing the Turnaround Period

If information reasonably necessary to continue a project is requested from the customer after payment, the project’s turnaround period may be paused.

Time during which Garden State HVAC Design is waiting for requested customer information or clarification does not count toward the standard turnaround goal.

The turnaround period will resume once the requested information has been received and determined to be reasonably sufficient for us to continue work.

The customer is responsible for responding to requests for clarification in a timely manner.

Garden State HVAC Design is not responsible for delays resulting from a customer’s failure to provide requested information.

9. Accuracy Takes Priority

Garden State HVAC Design’s commitment to timely service does not override our commitment to responsible and accurate work.

We may take additional time when reasonably necessary to:

Resolve conflicting project information
Verify calculations
Review unusual construction assemblies
Investigate technical inconsistencies
Correct identified errors
Perform internal quality control
Obtain required clarification

We will not knowingly sacrifice calculation quality or accuracy solely to meet the standard turnaround goal.

10. Changes to Project Scope

The standard turnaround goal applies to the scope of work originally submitted and accepted.

If a customer materially changes the project after payment or after work has begun, the original turnaround expectation may no longer apply.

Material changes may include:

Revised architectural plans
Changes to floor plans
Addition or removal of rooms
Changes to conditioned space
Changes to building dimensions
Changes to ceiling heights
Changes to insulation
Changes to construction assemblies
Changes to windows or doors
Significant equipment changes
Changes in project location
Addition of services not included in the original order

Garden State HVAC Design will make reasonable efforts to notify the customer if a requested change is expected to materially affect completion time.

Additional charges may apply in accordance with our Terms & Conditions and applicable pricing policies.

11. Delivery of Completed Work

Completed reports are generally delivered electronically.

Delivery methods may include:

Email
Secure download link
Customer portal, if available
Another electronic delivery method agreed upon by Garden State HVAC Design and the customer

A project is considered delivered when Garden State HVAC Design sends the completed report or makes it available to the customer through the agreed delivery method.

Garden State HVAC Design is not responsible for delivery delays caused by circumstances outside our reasonable control, including:

Incorrect email addresses supplied by the customer
Spam or junk-mail filtering
Full email inboxes
Email provider failures
Customer-side network problems
Failure to access a provided download link
Other technical issues occurring after successful transmission

Customers should contact Garden State HVAC Design promptly if they believe a completed report has not been received.

12. Corrections and Revisions

Garden State HVAC Design distinguishes between corrections and customer-requested revisions.

Corrections

If a completed report contains an error caused by Garden State HVAC Design, we will correct the error at no additional charge.

We will make reasonable efforts to address legitimate corrections promptly, with priority determined by the nature and significance of the issue.

Customer-Requested Revisions

Changes resulting from corrected, changed, or newly supplied customer information are considered revisions rather than corrections.

Examples may include:

Revised floor plans
Changed dimensions
Changed insulation values
Changed window specifications
Changed construction assemblies
Equipment changes
Customer-requested design changes
Changes made after construction or permitting review

Customer-requested revisions may require additional processing time and may be subject to additional fees in accordance with our Terms & Conditions and pricing policies.

Unless otherwise stated, the original two-business-day turnaround goal does not automatically apply to subsequent revisions.

13. Third-Party Requested Revisions

A permitting authority, building department, contractor, engineer, architect, utility, equipment manufacturer, or other third party may request additional information or modifications after a report has been delivered.

Such requests do not necessarily indicate that Garden State HVAC Design made an error.

Third-party requested changes may be treated as customer-requested revisions where the original report was prepared correctly using the information and requirements available to us at the time.

Applicable fees and turnaround expectations will depend upon the nature of the requested change.

14. Priority, Subscription, and Expedited Services

Garden State HVAC Design may offer priority processing, subscription plans, or expedited services.

Customers participating in an eligible priority or subscription program may receive preferential queue placement or other service benefits according to the terms of the applicable plan.

Priority status does not eliminate:

Customer information requirements
Payment requirements
Quality-control procedures
The possibility of delays caused by circumstances outside our reasonable control

If expedited or rush service is offered, the applicable price and expected turnaround will be disclosed separately.

Availability of expedited service is not guaranteed.

15. Permitting and Third-Party Review

Garden State HVAC Design’s turnaround expectations apply only to work performed by Garden State HVAC Design.

They do not include time required for review, processing, approval, inspection, or action by third parties, including:

Municipal building departments
Permit offices
Code officials
Inspectors
Utilities
Contractors
Builders
Architects
Engineers
Homeowners’ associations
Equipment manufacturers
Other reviewing organizations

Garden State HVAC Design does not control and cannot guarantee third-party processing or approval times.

16. Customer Responsibilities

To help Garden State HVAC Design provide timely and accurate service, customers agree to:

Submit accurate information
Provide complete and readable project documents
Review information for accuracy before submission
Respond reasonably promptly to clarification requests
Notify us of relevant project changes
Provide accurate contact information
Satisfy payment requirements
Review completed reports in a timely manner
Notify us promptly of suspected errors or discrepancies

The customer remains responsible for the accuracy of information supplied to Garden State HVAC Design.

17. Events Outside Our Reasonable Control

Garden State HVAC Design shall not be responsible for delays caused by circumstances outside our reasonable control.

Such circumstances may include:

Severe weather
Natural disasters
Power outages
Internet outages
Telecommunications failures
Cybersecurity incidents
Critical software outages
Third-party service failures
Cloud service disruptions
Government actions
Public emergencies
Labor disruptions
Illness or unexpected staffing emergencies
Other events that materially interfere with normal business operations

When practicable, Garden State HVAC Design will make reasonable efforts to communicate significant delays caused by such events.

18. Unusually High Workload or Capacity Constraints

Garden State HVAC Design strives to maintain sufficient capacity to meet our standard turnaround goal.

However, unusually high order volume or unexpected capacity constraints may occasionally extend turnaround times.

In such circumstances, Garden State HVAC Design may:

Provide an updated estimated completion timeframe
Temporarily limit new project intake
Decline expedited requests
Notify customers of expected delays before accepting new projects when practicable

We will make reasonable efforts to minimize such occurrences and communicate material delays to affected customers.

19. No Absolute Turnaround Guarantee

The two-business-day timeframe described in this SLA is Garden State HVAC Design’s standard turnaround goal.

It is not a warranty, guaranteed delivery date, or promise that every project will be completed within exactly two Business Days.

Garden State HVAC Design will make commercially reasonable efforts to achieve the standard turnaround goal for eligible projects.

A project taking longer than the standard turnaround goal does not, by itself, constitute a breach of this SLA or automatically entitle the customer to a refund, credit, damages, or other compensation.

Any refund, cancellation, or credit rights available to the customer are governed by our Refund & Cancellation Policy, Terms & Conditions, and applicable law.

20. Projects With Critical Deadlines

Customers should contact Garden State HVAC Design before purchasing services if completion by a particular date is critical to:

A permit application
Building inspection
Construction schedule
Equipment installation
Equipment ordering
Project closing
Contractor commitment
Utility requirement
Third-party contractual obligation
Any other time-sensitive event

Unless Garden State HVAC Design expressly agrees to a specific deadline in writing, we do not assume responsibility for a customer’s external project schedule.

Customers should allow reasonable additional time for permitting, revisions, third-party review, construction changes, and unexpected circumstances.

21. No Guarantee of Third-Party Acceptance

Garden State HVAC Design will make reasonable efforts to prepare reports using applicable industry methodologies and the information supplied to us.

However, we do not guarantee that any specific:

Municipality
Permit office
Code official
Inspector
Utility
Contractor
Engineer
Architect
Manufacturer
Other third party

will accept a report without requesting additional documentation, clarification, or modifications.

Third-party review requirements may differ by jurisdiction and project.

22. Relationship to the Terms & Conditions

This SLA is intended to supplement Garden State HVAC Design’s Terms & Conditions.

Nothing in this SLA expands the scope of services or creates obligations beyond those expressly established in our applicable agreements.

Issues concerning:

Limitation of liability
Customer-supplied information
Installation responsibility
Intellectual property
Payment obligations
Indemnification
Dispute resolution
Governing law

If Garden State HVAC Design and the customer enter into a project-specific written agreement that expressly establishes different turnaround terms, the project-specific written agreement will control with respect to those specific terms.

23. Relationship to Other Policies

This SLA should be read together with Garden State HVAC Design’s:

Terms & Conditions
Privacy Policy
Refund & Cancellation Policy
Disclaimer & Limitation of Liability
Applicable proposals
Quotes
Invoices
Subscription agreements
Other project-specific written agreements

24. Changes to This SLA

Garden State HVAC Design may revise this SLA from time to time as our services and operations develop.

When changes are made, the revised SLA will be posted on our website with an updated Effective Date.

Unless otherwise required by law or agreed in writing, the version of this SLA accepted by the customer in connection with a particular project will generally govern that project.

25. Contact Information

Questions regarding this Service Level Agreement may be directed to:

Garden State HVAC Design

Website: https://gshvacdesign.com

Email: gshvacdesign@gmail.com