Trust & process
Process and effort. Not outcomes.
The commitments below are in the contract. Close rates, ROI timelines, the quality of your lead sources, and your agents' execution are explicitly not guaranteed.
Commitments
Our service levels
| Metric | Commitment |
|---|---|
| First call attempt | Within 5 minutes during coverage hours |
| Coverage | 8am–8pm local, 7 days/week. After-hours leads by 9am the next day. |
| Status updates | Within 24 hours of every contact attempt |
| Performance reports | Monthly |
| Lead ingestion | Within 1 hour of generation from connected sources |
| Warm transfers | Live, while still on the phone with the ISA |
Guaranteed
- Process and effort
- Response time SLAs
- Follow-up persistence
- CRM accuracy
- Reporting transparency
Not guaranteed
- Outcomes
- Specific close rates
- ROI timelines — real estate cycles are 6–18 months
- Lead quality from your sources
- Your agents' execution
Your obligations
What the contract expects from you
- Fund your own advertising
- Respond to warm transfers within 2 hours during business hours
- Report closed transactions within 7 days
- Participate in coaching calls
- Use the CloudRealty CRM as the system of record
- Maintain the agent roster
Disputes
The path
- 01
Raise it in writing within 14 days, with dates, lead IDs, and evidence.
- 02
CloudRealty reviews within 7 business days.
- 03
Escalation to leadership, with a call within 5 business days.
- 04
Arbitration provisions are in the contract. This has never been necessary.
Cloud Deal attribution uses source tracking at lead creation. System records control unless an audit confirms an error.
Contract summary
Terms that are public
CORE term
12 months
SCALE term
24–36 months
Rate lock
6 months, then may adjust quarterly
Termination
Standard terms. Specifics are not published.
Want the agreement first? Ask and we'll send it before your call.