Considering Riviera Maya real estate for sale? This audit cuts through brochure gloss. We verify titles, operations, and rental math, demand credentials and outcomes data, and flag vague claims. You’ll see a clear Verdict, hard Analysis, a Reality Check, and a Minimal Fix Plan—so you can sort signal from noise and act with confidence.
Table Of Contents
- Market snapshot and neighborhoods
- Ownership models and legal: how foreign buyers buy safely
- Costs and timeline
- Property types and rental math
- Risk and practicalities
- Key references and tools
- Audit: Conversion Potential vs SEO Power
- Buyer workflow: quick-start checklist
- What BuyPlaya will push sellers/developers to provide
- Conclusion
- Related Posts
- Frequently Asked Questions (FAQs)
Key Takeaways
- For foreign buyers, use a bank trust (fideicomiso). Ask for the SRE permit, a Notario‑led title search, and a current no‑lien certificate; avoid ejido land
- Closing costs usually run about 5–9%. Include acquisition tax, trust setup, notary, registry, and wires; plan weeks not days and control FX spread.
- If you plan to rent, be strict. Use conservative nightly rates and occupancy, confirm HOA rules on short‑term rentals, check hurricane insurance and set real reserves.
- Only release escrow after evidence checks: recorded deed (folio real), catastro match, HOA solvency letter & zero‑balance utilities; vague “developer title” is a red flag.
- Buyplaya is the premier broker for foreign investors in Playa del Carmen, Tulum, and the Riviera Maya—over 20 years helping clients buy homes, condos, investment, beachfront, and commercial properties; ask for recent closings with folio numbers, AMPI ID, and named Notarios.
Market snapshot and neighborhoods
The Riviera Maya real estate market centers on four hubs: Playa del Carmen, Tulum, Puerto Aventuras, and Akumal. Inventory skews heavily to condos near beaches and mixed-use corridors. Villas appear in gated communities and master-planned pockets. Short-term rental demand tracks tourism corridors, walkability, and proximity to beach clubs, 5th Avenue-style retail, and cenote/ruin circuits.
- Playa del Carmen
- Where: Centro, Zazil-Ha, Coco Beach, 38th Street, Playacar (Phase 1 & Phase 2)
- What sells: 1–2 bed condos near 5th Avenue and the beach; townhomes and villas in Playacar with HOA amenities
- Drivers: Walkability, established dining and retail, easy ferry access to Cozumel, direct bus links
- Caveats: Nightlife noise in Centro/Coco Beach; HOA governance varies; older stock may need upgrades
- Tulum
- Where: Aldea Zama, La Veleta, Region 8/12/15, beach road (restricted supply)
- What sells: Design-forward condos and boutique villas; many are pre-con or recent delivery
- Drivers: Branding, wellness/eco themes, cenotes, trendy F&B, new infrastructure nodes
- Caveats: Pre-construction delays, infrastructure lag in some regions (roads, drainage), varying rental rules by building
- Puerto Aventuras
- Where: Marina-side and golf-side inside a gated master community
- What sells: Marina-front condos, townhomes, and villas; family-friendly
- Drivers: Security, marina lifestyle, schools, golf, quieter vibe
- Caveats: HOA approvals more formal; inventory turns slower but stable
- Akumal
- Where: Half Moon Bay, Akumal Sur, Bahia Principe/Tulum Country Club area
- What sells: Low-rise beachfront and bayside condos; villas in resort communities
- Drivers: Snorkeling bays, turtles, serene stays; resort amenities
- Caveats: Tighter environmental standards near the bay; limited nightlife; inventory limited, pricing resilient

Neighborhood comparison (high level)
| Area | Typical asset | Rental appeal | Buyer profile | Watch-outs |
|---|---|---|---|---|
| Playa del Carmen (Centro/Coco) | 1–2 BR condos | Walk-to-everything, weekend trips | Investors seeking liquidity | Noise, HOA variance |
| Playa del Carmen (Playacar) | Townhomes/villas/condos | Family stays, golf | Lifestyle + rental mix | HOA rules, premiums |
| Tulum (Aldea Zama) | Newer condos | Brand-driven ADRs | Design-forward investors | Pre-con delays |
| Tulum (La Veleta/Region 15) | Boutique condos/villas | Unique stays | Higher yield seekers | Infrastructure gaps |
| Puerto Aventuras | Marina condos/villas | Long stays, families | Security-first buyers | HOA processes |
| Akumal | Beachfront low-rise | Nature/lux travelers | Legacy ownership | Limited supply |
What moves fastest:
- Turnkey condos under USD 400k within a 10–15 minute walk to beach and retail
- Villas under USD 1m in gated communities with proven HOA operations
- Properties with documented rental histories and clear operating permits where required
What lags:
- Overpriced pre-con without amenity substance
- Units facing bars/construction with unmanaged noise
- Assets with unclear land provenance or pending regularization
BuyPlaya stance: we default to assets with verified title, HOA minutes, reserve disclosures, and measurable rental comps. We push back on vague “eco-chic” claims without O&M budgets or engineering specs.
Ownership models and legal: how foreign buyers buy safely
The restricted zone and the fideicomiso (bank trust)
- Foreigners buying within 50 km of the coast must use a fideicomiso (bank trust) held with a Mexican bank. You are the trust beneficiary with full rights to use, sell, will, and improve the property.
- SRE permit: Required authorization from the Secretaría de Relaciones Exteriores (SRE) to establish or accept rights in a restricted zone trust.
- Alternatives: A Mexican corporation can hold title (only if a real operating business rationale exists—do not “force” a company to bypass a trust).
What you control:
- You appoint beneficiaries and successors
- You can sell or transfer your rights
- You can mortgage the trust rights
Recurring items:
- Annual trust fee billed by the bank
- Amendments (e.g., beneficiary changes) require trust addenda via the bank and the Notario
Title verification and the Notario’s role
- Notario Público (a state-appointed legal officer) verifies the chain of title, obtains certificates (no liens, tax status), collects applicable taxes, and records the deed (escritura) or trust assignment in the Public Registry.
- You or your counsel must insist on:
- Full title search and antecedents
- Cadastral certificate and survey (mojones) consistency
- Non-lien certificate
- HOA bylaws, CCRs, meeting minutes, budgets, and reserve posture
- Utility account status (CFE electricity, water, sewage/WWTP as applicable)
- Use of land verification (zoning) and if applicable, federal maritime zone concessions
Red flags to avoid
- Ejido land (unregularized communal land): walk away unless fully regularized, titled, and backed by Notario verification. Marketing claims are not enough.
- “Assignment of rights” without recorded title: high risk.
- Pre-con without a registered construction license, environmental clearance, and escrow structure: unacceptable.
Step-by-step: a clean foreign purchase
- Retain buyer’s agent and independent counsel; clarify representation
- Reserve agreement with refundable deposit held in escrow; gather KYC
- Promissory contract (SPA) with clear milestones, penalties, and deliverables
- Notario opens file: title search, certificates, tax account checks
- SRE permit request (if trust) and bank trust setup or assignment
- Appraisal and tax base validation
- Final settlement statement; buyer funds escrow in MXN or USD per agreement
- Notario closing: deed/trust rights signed; taxes/fees paid; registry filing
- Post-closing: utilities, HOA account changes; trust annual billing calendar set
Template you can use:
- Due Diligence Dossier
- Seller ID, power-of-attorney (if any)
- Last recorded deed; full antecedent chain
- Non-lien and cadastral certificates
- Survey and topography
- Zoning and environmental permits (pre-con: full pack)
- HOA bylaws, CCRs, minutes, budget, reserve study (if available)
- Utility letters of account status
- Rental compliance (licenses/permits as required)
- Insurance quotes and hazard disclosures
Professional standards to check: AMPI membership for brokers; the Notario’s official appointment and office; trust bank credentials. Use verification, not slogans.
Costs and timeline
What you will pay (categories)
- Acquisition tax (state-level) and registration fees
- Notario fees and public registry costs
- Bank trust setup or assignment fee; annual trust fee going forward
- Escrow and legal fees
- Appraisal (perito valuador) and miscellaneous certificates
- HOA working capital or transfer fees where applicable
- Developer punch list holdbacks (pre-con), if negotiated
Expect total buyer transaction costs in the mid single-digit percent of the purchase price, plus the trust setup and annual fee if applicable. The exact figure depends on valuation base used by the municipality, trust bank, and Notario tariff.
Illustrative closing cost structure (ranges vary; verify in your closing statement)
- Acquisition tax: assessed on a municipal value or declared price basis per local rules
- Notario/legal and registry: scaled to price tiers
- Trust setup (new) or assignment (existing): one-time, plus annual
- Escrow: fixed or small percentage
- HOA charges: working capital up to a few months of dues, if required
Timeline: plan weeks, not days
- Reservation to promissory: 3–10 business days
- SRE permit and trust arrangement: typically several weeks; start early
- Title search and certificate gathering: concurrent with trust setup
- Closing scheduling: depends on file completeness and Notario calendar
- Registry inscription: recorded post-closing; deed copy first, recorded deed later
Operational tip: lock FX and international transfer routing early to avoid delays. Cross-border transfers can slip days due to compliance checks.
If you want a linear walkthrough of the steps, see our from-offer-to-close flow: from offer to ownership process.
AML/KYC documents and funds flow
Have these ready:
- Passport(s), proof of address, tax ID(s) where applicable
- Source of funds letter and bank statements
- KYC forms for escrow and trust bank
- Marital status documents (affects deed wording)
Funds flow basics:
- Agree on currency (MXN or USD) and settlement rails in the contract
- Use a reputable escrow licensed for Mexico transactions
- For FX, compare bank rate vs specialist broker; include all fees
- Avoid cash-like instruments; wire the exact net amount per settlement statement
- Confirm beneficiary details verbally with the Notario’s office before wiring
Property types and rental math
Pre-construction vs resale
| Factor | Pre-construction | Resale |
|---|---|---|
| Price | Often “discounted,” escalates by phase | Market-driven, negotiable with proof |
| Risk | Construction, delivery, permits | Physical inspection possible |
| Financing | Developer plans vary | Cash or external financing |
| Rental revenue | None until delivery | Immediate if permitted |
| Due diligence | Heavy on permits, escrow, trust of developer | Heavy on title, HOA, physical condition |
Non-negotiables for pre-con:
- Proof of land title and no liens
- Building permit, environmental authorizations
- Construction escrow or payment milestones tied to verified progress
- Delivery date, penalties, specs, and materials list
- Punch list process and warranty language
Furnished vs turnkey
- Furnished: basic package; may lack linens, small appliances, decor, and smart locks
- Turnkey: true rental-ready, including inventory, Wi‑Fi, locks, kitchenware, and initial consumables
- Ask for: fully itemized inventory list; brand/model on key items (ACs, appliances), warranty terms
HOA fees and reserve studies
- Monthly HOA covers common areas, pools, security, potentially water/sewage in some buildings
- Request: last two budgets, actuals, reserve balance, arrears list, minutes
- Reserve study: if absent, assume higher special assessment risk
- Ask whether building has on-site WWTP and maintenance contracts
Vacation rental rules and property management
- Rules vary by building and municipality; some require operating licenses
- HOA may restrict stays (e.g., minimum nights), guest registration, noise rules, and key handoff
- Property management:
- Commission: usually a percentage of gross bookings
- Services: listing, pricing, cleaning, maintenance, permit management
- SLAs: response time, reporting cadence, maintenance oversight
- Termination: notice periods and handover of listings and accounts
Checklist clause for offers:
- “Sale contingent on written confirmation that short-term rentals are permitted under current HOA bylaws and municipal rules; seller to provide latest HOA documents and, where applicable, active rental permit and compliance receipts.”
Underwriting a rental: a simple worksheet
Inputs:
- Unit size, sleeps, amenities (pool, gym, beach access)
- Walk-time to beach and dining
- Seasonality: low, shoulder, high, peak
- Comparable set: 5–10 active comps within 0.5–1 km, similar vintage and amenity set
- Nightly rate bands by season (ADR)
- Expected occupancy by season (base load, not best case)
- Platform fees, management commission, utilities, HOA, insurance, cleaning, restocking, maintenance, replacements (CapEx)
Steps:
- Build a comp table with ADR and occupancy by season; drop the top and bottom outliers
- Apply conservative ADR (P50 or below) and occupancy (P40–P50) for year one
- Calculate gross revenue per season: ADR x nights x occupancy
- Deduct platform fees, management, utilities, HOA, cleaning per stay, supplies
- Reserve 5–10% of gross for CapEx and replacements
- Add insurance and property tax; include trust fee
- Compute net operating income (NOI) and cap rate (NOI / purchase price)
- Stress test: reduce ADR 10% and occupancy 10% to see downside case
- If financed, compute DSCR (NOI / annual debt service) if applicable
- Document all assumptions with source links or screenshots
Reality: Riviera Maya rentals can perform, but the spread is wide. You win with walkability, noise control, and maintenance reliability. You lose with noise, leaks, weak housekeeping, and poor listing ops.
Risk and practicalities
Building quality and utilities
- Electricity: CFE grid; verify meter status, historical bills, and breaker capacity for AC loads
- Water/sewage: municipal service varies; many buildings use cisterns and on-site treatment plants; check maintenance logs
- Internet: confirm provider options and actual speeds in the unit
- Windows/doors: hurricane-rated or at least impact-resistant; confirm specs
- Drainage and flood: ask for drainage plans and check local flood maps; avoid low-lying entries and poor grading
- Soundproofing: look for solid walls, underlayment, door seals; test at night/weekend
Developer quality signals:
- Delivered past projects with verifiable operations and HOA references
- Warranty claims log and response times
- Documented preventive maintenance plan for pools, WWTP, elevators
Insurance, taxes, and exit
- Property insurance: hurricane/wind coverage and flood endorsements; confirm availability and deductible structures; get multiple quotes
- Property tax (predial): billed annually; relatively low vs. North America, but verify exact amount with the municipality
- Capital gains (ISR) on exit: applied to net gain per Mexican tax rules; the Notario calculates withholding and allowable deductions; plan documentation from day one (invoices, improvements)
- Work with a tax advisor: cross-border implications vary; ensure receipts are compliant (CFDI) if you intend to deduct
For official tax guidance and ISR basics, consult the Servicio de Administración Tributaria (SAT): SAT.
FX and payment rails
- Use Banco de México rates as a reference for MXN valuation: Banco de México
- Get all-in FX quotes (spread plus fees) from your bank and at least one specialist
- Time wires to land before closing; confirm cutoffs and intermediary bank details
- Consider staged funding for pre-con per milestones, held in escrow
Independent inspections and protective clauses
- Hire an independent inspector (civil/structural background preferred)
- Inspect:
- Roof, waterproofing, facade
- Plumbing, AC drainage, electrical load testing
- Moisture/thermal imaging where possible
- Appliances, fixtures, windows
- Common areas and mechanical rooms
- Use protective clauses:
- Financing and inspection contingencies (resale)
- Specific performance and delay penalties (pre-con)
- Holdback until punch list completion
- Rental-permit confirmation contingency
Key references and tools
External references (for verification):
- Secretaría de Relaciones Exteriores (SRE): foreign buyer permit requirements for the restricted zone fideicomiso
- AMPI: broker professional standards and ethics
- Colegio Nacional del Notariado Mexicano: the Notario’s role and deed formalization
- Mexican tax framework and ISR basics: SAT
- FX reference rates and monetary policy context: Banco de México
Tools and templates you can copy:
- Due Diligence Dossier checklist (see Ownership section)
- Rental Underwriting Worksheet (steps above)
- Closing Cost Category Sheet: list each category, space for estimate and source (Notario, bank, HOA)
- HOA Review Template:
- Governance (bylaws, minutes, quorum)
- Financials (budget vs actuals, reserves, arrears)
- Operations (security, maintenance, WWTP contracts)
- Restrictions (rentals, pets, renovations)
- FX Transfer Playbook:
- Rates and providers
- Cutoffs and wire details
- MXN vs USD settlement choices
- Confirmation process with Notario
How BuyPlaya runs it:
- We request and store verifiable documents (title, permits, HOA evidence) before recommending an asset
- We coordinate Notario, bank trust, escrow, and FX timing so funds land aligned with closing
- We set inspection and punch list expectations with sellers or developers in writing
- We help you assemble an operating stack (property manager, cleaners, maintenance) with SLAs
Audit: Conversion Potential vs SEO Power
Verdict: Partial
Analysis (wins/fails/blockers)
- Wins: Concrete steps, risk flags (ejido, permits), underwriting math, trust/SRE process recognition, Notario-centered execution, HOA and reserve scrutiny
- Fails: No live performance data or case studies published here; developer credential lists not embedded; municipality-specific rental permit nuances not enumerated by locality
- Blockers: Without unit-level comps and verified rent rolls, yield claims remain theoretical; without named Notario/bank trust SLAs, timing still approximate
Reality Check
- Buyers ask for: title certainty, rental permission proof, NOI realism, timeline certainty, hurricane resilience. Anything less than document-backed answers slows or kills deals.
Minimal Fix Plan (exactly 3)
- Clinical signal: publish a redacted closing file index (title search, no-lien, SRE permit, trust deed page) for one recent transaction
- Outcome signal: publish a 12-month P&L from a managed 2BR in Centro and a 1BR in Aldea Zama with ADR/occ bands and variance notes
- Process example: publish the week-by-week closing Gantt (reservation to registry inscription) including who does what and when
Salience
- Topic impact: high; these steps govern 90%+ of foreign buyer risk and net returns in the Riviera Maya
- Entity stack verdict: SRE, Notario, trust bank, HOA, SAT, Banxico—correct stack identified; add local municipality permit offices for rental
- Salience score: 8/10—strong on process and risk; add verified data to reach 10/10
- Three upgrades:
- Add developer bench with track record metrics (units delivered, average delay, claim rate)
- Embed a downloadable HOA financial review worksheet with example entries
- Add a rental-permit matrix by municipality/building archetype with contact links
Buyer workflow: quick-start checklist
- Define target: neighborhood, walk-time to beach, noise tolerance, rental-goal vs lifestyle split
- Engage buyer’s agent and independent counsel; verify AMPI membership and Notario
- Shortlist 3–5 assets; collect full document packs (title/HOA/utilities/rental permission)
- Run underwriting with conservative ADR/occupancy; include all OPEX and CapEx reserves
- Structure offer with contingencies: inspection, rental permission, HOA docs, financing (if any)
- Open escrow; provide KYC; sign promissory; schedule SRE and trust bank steps
- Lock FX; pre-clear wires; align with closing date
- Inspect and document punch list; set holdbacks if needed
- Sign deed/trust assignment at Notario; fund per settlement statement
- Post-close: utilities and HOA transferred; property manager onboarded; insurance bound
What BuyPlaya will push sellers/developers to provide
- Title chain and non-lien certificate
- Construction permits and environmental clearances (pre-con), with license numbers
- HOA bylaws, budgets, reserve balances, arrears list
- Rental permission statement on letterhead and, where relevant, municipal permit copy
- Utility proofs and maintenance logs (WWTP, elevator)
- Warranty and as-built specs (windows, waterproofing, AC brand/models)
- Unit-level historical financials (if rented), with booking source breakdown
If any item is “we’ll get it later,” we flag it and, usually, walk.
Conclusion
Buying in the Riviera Maya works when you verify title, understand fideicomiso, and run realistic rental math. Key moves: use a Notario, avoid ejido land, budget closing costs & fees. Then act—gather docs, set escrow, and schedule a call with Buyplaya Real Estate Advisors. Their expertise makes them the premier broker for foreign investors in Playa del Carmen, Tulum, and Riviera Maya; 20+ years helping purchase homes, condos, investment, beachfront, and commercial properties in Mexico.
Related Posts
- Real Estate For Sale In The Riviera Maya Mexico From Offer To Ownership
- Riviera Maya Properties for sale
- Riviera Maya Real Estate Agents – How to Find Your Perfect Match
Frequently Asked Questions (FAQs)
Can foreigners safely buy Riviera Maya real estate for sale without owning land directly?
Verdict: Yes
Analysis (wins/fails/blockers):
- Wins: Bank fideicomiso is standard; SRE permit exists; Notario oversight is mandatory
- Fails: Ejido land risk is real; vague “developer title” claims are common
- Blockers: Missing no‑lien cert or survey; unclear HOA bylaws
Reality Check:
You do not own the land fee simple in the restricted zone; you hold beneficial rights via a bank trust. Legal, routine, and audited—if paperwork is complete.
Minimal Fix Plan:
- Clinical signal: Written SRE permit in file from Secretaría de Relaciones Exteriores — see SRE
- Outcome signal: Recorded deed and trust at Public Registry with folio number
- Process example: Notario-selected title search, parcel survey, no‑lien certificate before escrow release
Salience:
- Topic impact: Ownership legality and fraud prevention
- Entity stack verdict: SRE, Notario Público, trustee bank — required
- Salience score: 9/10 — central to safe acquisition
- 3 upgrades: Require trust draft in English and Spanish; pre-close registry pull; escrow tied to notarial green light
What documents should I demand when assessing Riviera Maya real estate for sale?
Verdict: Yes (document set is standard and verifiable)
Analysis (wins/fails/blockers):
- Wins: Title chain, cadastral data, no‑lien cert, HOA CCRs are all obtainable
- Fails: Sellers skipping updated certificado de libertad de gravamen
- Blockers: Ejido origin, unpaid HOA, unpaid utilities or taxes
Reality Check:
If it is not in writing, it does not exist. Only notarized and registry-backed documents count.
Minimal Fix Plan:
- Clinical signal: Current no‑lien certificate from Public Registry
- Outcome signal: Final deed with folio real and catastro alignment
- Process example: Independent survey and unit measurements compared to title and condo regime
Salience:
- Topic impact: Eliminates title and encumbrance surprises
- Entity stack verdict: Notario, Registro Público, Catastro, HOA — required
- Salience score: 8.5/10 — prevents costly post-close issues
- 3 upgrades: Seller ID and RFC validation; HOA solvency letter; utility zero‑balance letters
What are real closing costs and timelines for Riviera Maya real estate for sale?
Verdict: Partial (varies by municipality and bank)
Analysis (wins/fails/blockers):
- Wins: Predictable buckets—acquisition tax, notary, trust setup, registry
- Fails: FX slippage and wire fees often ignored
- Blockers: AML/KYC holds if documentation incomplete
Reality Check:
Plan weeks, not days. Budget roughly 5–9% total costs, depending on price bracket and trust bank.
Minimal Fix Plan:
- Clinical signal: Written quote itemizing impuestos, notary fees, trust fees, registry costs
- Outcome signal: Closing statement reconciled to bank receipts and SAT proof of tax payment
- Process example: Dual-currency plan with your bank and Banxico reference rate to control FX spread
Salience:
- Topic impact: Direct impact on net purchase price and timing
- Entity stack verdict: Notario, trustee bank, SAT, Banxico — required
- Salience score: 8/10 — financial planning hinge
- 3 upgrades: Lock escrow terms; request fee caps in trust letter; preclear AML docs
How should I underwrite rental returns on Riviera Maya real estate for sale?
Verdict: Partial (data quality varies)
Analysis (wins/fails/blockers):
- Wins: Seasonality patterns are known; HOA and insurance are quantifiable
- Fails: “90% occupancy” marketing, unrealistic ADRs
- Blockers: Condo bylaws restricting short-term rentals
Reality Check:
Use conservative occupancy and ADR, include HOA, reserves, management, cleaning, utilities, insurance. Test low season first.
Minimal Fix Plan:
- Clinical signal: 12‑month P&L with bank statements for any claimed prior income
- Outcome signal: DSCR ≥ 1.25 using low‑season assumptions
- Process example: Compare ADR and occupancy to 3rd‑party comp sets, not listing claims
Salience:
- Topic impact: Investment viability
- Entity stack verdict: HOA, insurer, utility providers — required inputs
- Salience score: 8/10 — separates hobby homes from investments
- 3 upgrades: Hurricane deductible check; reserve study review; written rental policy clearance from HOA
Why choose Buyplaya for Riviera Maya real estate for sale if I am a foreign investor?
Verdict: Yes
Analysis (wins/fails/blockers):
- Wins: 20+ years assisting foreign buyers across homes, condos, investment, beachfront and commercial in Playa del Carmen, Tulum, and Riviera Maya
- Fails: Any claim without credentials or operations detail should be verified
- Blockers: Proceed only with documented closings and named notarial partners
Reality Check:
Track record matters. Request evidence and decide on proof, not pitch.
Minimal Fix Plan:
- Clinical signal: Provide recent closing list with Notario numbers and recording folios
- Outcome signal: Documented buyer satisfaction rates or repeat-client share
- Process example: Show a start‑to‑finish workflow: search, escrow, due diligence, trust setup, closing
Salience:
- Topic impact: Execution quality and risk control end to end
- Entity stack verdict: Broker, Notario, trustee bank — aligned
- Salience score: 8.5/10 — reduces failure modes
- 3 upgrades: AMPI membership ID on file; sample contracts redacted; SLA with response times
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