OpGen Verified Lead Standard — Service Level Agreement & Replacement Policy

1. Purpose

This SLA defines the quality thresholds, response times, dispute process, transparency commitments, and lead-replacement obligations that OpGen Media (“OpGen”) extends to every client campaign delivered under the OpGen Verified Lead Standard (“Verified”).

The Verified Standard, its four verification checks (Identity, Fit, Engagement, Consent), and the tiered verification depth are defined at opgenmedia.com/verified. This document translates that methodology into binding commercial terms.

Terms used but not defined here have the meanings given in the methodology page or the executed SOW.

2. Delivery SLAs

2.1 Lead delivery cadence

• Leads are delivered to the client’s designated CRM, marketing automation platform, or SFTP endpoint within 24 business hours of the lead passing all four Verified checks.
• Batched delivery cadences (daily, weekly) can be configured at client request; the default is continuous delivery as leads are verified.
• Program pacing is reported in every Verified Program Report; any pacing gap greater than 15% below the SOW target for two consecutive reporting periods triggers a mandatory program review call within five business days.

2.2 Data delivery format

• Every delivered lead includes: contact fields per SOW spec, publisher/channel source, content asset engaged with, engagement timestamp (UTC), per-check verification timestamps (UTC), and a unique Verified Lead ID.
• Data schema is documented in the SOW and versioned; any schema change is communicated at least 10 business days in advance and reflected in the next Verified Program Report.

2.3 Program launch timeline

• From executed SOW to first lead delivery: 10 business days for standard programs (Verified CPL), 15 business days for Verified HQL, 20 business days for Verified Appointment.
• Any delay beyond these windows attributable to OpGen extends the program end date by an equal number of business days at no additional cost to the client.
• Delays caused by client-side dependencies (delayed asset approval, delayed CRM integration, delayed suppression list, delayed ICP sign-off) do not trigger this extension.

3. Verification thresholds

The following quality thresholds are guaranteed at the program level, measured across the campaign lifetime and reported in every Verified Program Report. Every reported metric is independently verifiable against the Verified Audit Export at any time.

3.1 Program-level pass rates (measured on delivered leads)

“Pass rate” means: OpGen does not deliver a lead that has failed any check. The measurement is on the population of leads delivered, not on the population attempted. Any deviation is documented in the affected Verified Program Report with root cause and remediation.

3.2 Dispute rate ceilings

• Program-level dispute rate ceiling: 5% of delivered leads, measured cumulative over the program lifetime.
• Dispute rate above 3% in any single reporting month triggers a root-cause review at OpGen’s expense, including a written report to the client within 10 business days identifying the source of failure and the corrective action taken. The report is delivered as an addendum to the next Verified Program Report.

Dispute rate above 5% cumulative over the program lifetime entitles the client to elect one of three remedies at their sole discretion:

• Additional replacement leads equal to 10% of the program’s total contracted volume at no additional cost;
• A pro-rata credit against the next SOW equal to the value of leads delivered above the 5% ceiling; or
• Exit the program with no further billing and a pro-rata refund of any prepaid amounts against undelivered leads.

The client’s remedy election under this section is made in writing to the OpGen Account Director. Election is not required to be immediate; the right to elect remains open through the earlier of program close or 90 days after the 5% ceiling is exceeded.

3.3 Duplicate rate ceiling

No more than 1% of delivered leads in any calendar month will be duplicates against (a) leads previously delivered to the same program in the trailing 90 days, or (b) contacts already in the client’s CRM as of the campaign kickoff data snapshot, if provided.

Duplicates in excess of 1% in a calendar month are replaced under Section 4 at no additional cost, and reported in the next Verified Program Report.

3.4 Publisher health scoring

• OpGen scores each contributing publisher on a rolling 30-day basis: Green (≥98% dispute-free), Yellow (≥95% dispute-free), Red (<95% dispute-free).
• Yellow publishers are placed under weekly review by the Campaign Manager and QA Analyst.
• Red publishers are paused from the client’s program pending root-cause review at OpGen’s expense.
• Publisher-level scores appear in every Verified Program Report.

4. Dispute and replacement process

4.1 What is a valid dispute

A client may dispute any delivered lead if that lead fails any one of the four Verified checks as defined at opgenmedia.com/verified. Common valid disputes include:

• Email bounces on first send within 30 days of delivery
• Contact confirms in reply that they did not download the referenced asset
• Contact is not employed at the stated company as of the delivery date
• Contact’s role or seniority does not match the kickoff ICP definition
• Contact is a duplicate against a lead delivered in the trailing 90 days
• Contact has an active unsubscribe or withdrawal-of-consent on file
• Contact’s company falls outside the kickoff-defined firmographic ICP
• Contact’s country or region is outside the kickoff-defined target geography
• Custom qualifier (technology stack, buying trigger, department) defined in the SOW is not actually met

4.2 What is not a valid dispute

Consistent with industry practice, the following are not grounds for lead replacement under this SLA:

• The contact did not respond to the client’s outreach cadence
• The contact was not “sales-ready” in the client’s subjective judgment beyond the SOW-defined ICP and BANT criteria
• The contact’s company is a customer, competitor, or existing prospect not disclosed on the campaign suppression list at kickoff
• The contact’s internal engagement scoring is below the client’s threshold when the OpGen-defined engagement bar was met
• The contact’s contract signing authority or budget cycle timing is unfavorable to the client
• The contact was reassigned or left the company after delivery

These grounds are excluded because they measure the client’s downstream process or post-delivery events, not OpGen’s verification quality at the point of delivery. Downstream process is a legitimate consulting engagement but is not a Verified failure.

4.3 Dispute submission

• Disputes are submitted via the client’s Verified Portal (dispute submission form) or the shared dispute email inbox specified at kickoff.
• The client has 30 calendar days from lead delivery to submit a dispute. Disputes submitted after 30 days will be reviewed at OpGen’s discretion but are not covered under the guaranteed replacement SLA.
• Each dispute includes the Verified Lead ID from the Verified Audit Export and a brief reason; no additional supporting documentation is required.

4.4 Dispute review and replacement timeline

Escalated disputes go to a joint review call between the client and OpGen Account Director. Unresolved escalated disputes go to program-level mediation with OpGen absorbing the disputed lead cost as a good-faith gesture. Absorption is not an admission of failure.

4.5 No cap on replacements

There is no cap on the number of individual leads that can be disputed and replaced within the program-level dispute rate ceilings in Section 3.2. If a program is running clean and hits a bad publisher batch, the client is entitled to replace every failed lead in that batch — the ceilings trigger escalation remedies at OpGen’s expense, not a cap on replacements.

4.6 Batch disputes

Where a client identifies a batch-level failure (e.g., an entire publisher batch failing engagement checks), the client may submit a single batch dispute referencing the affected Lead IDs. OpGen reviews the batch as one and applies the same timelines in Section 4.4 to the batch. If the batch is upheld, all in-batch leads are replaced.

5. Program transparency commitments

The Verified transparency layer is a binding commitment, not a marketing framework. If OpGen fails to deliver the artifacts below on the stated cadence, that failure itself is a valid dispute basis under Section 4.1 and each affected reporting cycle entitles the client to additional replacement volume equal to 2% of that period’s delivered lead count.

5.1 Verified Program Report

• Cadence: delivered every two weeks from program start (weekly cadence commences at month 6 or earlier at client request).
• Delivery target: by 10am client-time on the report Monday to the client’s named contacts, and posted to the Client Portal.
• Contents: program summary, verification metrics (per-check pass rates and human QA coverage vs. tier thresholds), dispute metrics (rate against SLA ceilings, median acknowledgment / decision / replacement times against SLA targets), publisher performance breakdown, publisher health scores, SLA compliance summary, delivered-leads reference table, appendices with ICP definitions of record and methodology/SLA versions in effect.
• Off-cycle reports: available at client request within 3 business days for procurement, audit, or QBR needs. First two off-cycle reports per program are included; additional off-cycle reports may be scoped as a service addendum.

5.2 Verified Audit Export

• Cadence: refreshed at least twice weekly — every Monday and Thursday, aligned to the Program Report cadence.
• Access: on-demand from the Client Portal (downloadable CSV or JSON); by email request within 1 business day; or on an automated recurring delivery to the client’s SFTP or inbox at a client-elected weekly or monthly cadence.
• Contents: every delivered lead on the program with the field set defined at /verified/audit-export-schema, including per-check pass status, per-check timestamp (UTC), per-check tool or reviewer, publisher source, publisher delivery ID, content asset engaged with, dispute status, and methodology/SLA versions in effect at delivery.
• PII handling: the full contact PII is included in the export; per-client access control governs Portal availability. PII-masking (hashed or partially redacted contact fields) is available at client request for internal distribution copies.

5.3 Client Portal access

• Provisioning: the client’s Portal workspace is set up within 2 business days of SOW execution and populated at kickoff with the SOW ICP definitions, campaign brief, methodology version in effect, and SLA version in effect. Access is granted to client-named users under per-client access control.
• Contents: running archive of every Verified Program Report ever delivered on the program; current Verified Audit Export in CSV and JSON; SOW ICP definitions of record with change history; pinned methodology and SLA versions; dispute submission form and dispute status log with every dispute and resolution; named account team contacts; incident and change log for the program.
• Retention: the Portal remains available to the client for 24 months after program close, providing continued access to the audit record.

5.4 Monthly program review call

OpGen delivers a 60-minute program review call within 5 business days of month-end, covering the two Program Reports from that month, dispute analysis, publisher performance, and any recommended program adjustments. The client’s Campaign Manager and Account Director attend. Meeting notes are posted to the Portal within 2 business days of the call.

5.5 Methodology and SLA change notice

If OpGen updates the Verified methodology or this SLA, OpGen will publish the updated version at /verified/history and /verified/sla-history, date the change, and notify active clients in writing at least 30 days before the change takes effect on their program. Clients may elect to remain on the prior version through the current SOW term.

5.6 Transparency roadmap

The public transparency roadmap at opgenmedia.com/verified/roadmap commits to specific format upgrades over time — weekly report cadence, an OpGen-branded client portal, real-time lead-level status, CRM native connectors. Every commitment in this SLA is live today; the roadmap describes how the delivery format evolves, not what the standard requires. If the roadmap changes, that change is dated, versioned, and communicated to active clients in the same manner as a methodology change.

6. Data ownership and record retention

• All lead data delivered under a Verified program is the property of the client on delivery.
• OpGen retains verification-record evidence (the four-check evidence per lead) for a minimum of 24 months post-delivery to support disputes and audits, and will produce those records to the client on 5-business-day notice.
• OpGen does not resell, redistribute, or re-syndicate delivered leads to any other client, and does not include client-delivered leads in any lookalike, intent-scoring, or aggregated data product.
• On written client request within 24 months of program close, OpGen will delete all client-specific verification records other than the SOW itself and the aggregated program-level metrics; the client is responsible for retaining any records they require for their own compliance obligations after that point.

7. Exceptions and limits

This SLA covers OpGen’s verification obligations and the transparency artifacts committed above. It does not cover client-side systems (CRM ingestion failures, marketing automation outages, sales response times) or client-side data errors (incorrect kickoff ICP definitions, out-of-date suppression lists, unsigned assets).

Force majeure events (major publisher network outages beyond OpGen’s control, verified fraud events affecting the broader syndication industry, natural disaster or infrastructure failure impacting delivery systems) may extend delivery SLAs. OpGen will notify the client within 2 business days of any such event with a written impact assessment and recovery plan.

This SLA is the entire quality commitment between OpGen and the client for Verified programs. It supersedes any prior verbal or written quality claim not incorporated into an executed SOW.

This SLA governs the standard commercial terms of a Verified program. Program-specific commercial terms (pricing, volume, payment schedule, exclusivity, exit terms, indemnity, insurance) are set in the SOW and, in the event of conflict between the SOW and this SLA on those commercial terms, the SOW governs. Quality thresholds, dispute rights, transparency commitments, and replacement obligations are governed by this SLA unless the SOW expressly enhances them.

8. Contacts for SLA matters

9. Version history and public commitment

This SLA is a public document. The version in effect on your SOW date governs your program. If OpGen amends this SLA:

• The new version is published at opgenmedia.com/verified/sla with an effective date.
• The prior version is preserved at opgenmedia.com/verified/sla-history indefinitely.
• Active clients receive written notice at least 30 days before the change takes effect on their program, and may elect to remain on the prior version through the current SOW term.

You can verify the version in effect on your SOW date at any time using the version history page. This SLA is a commitment to a standard, not a marketing document — and the standard is the same for every Verified client.