Service Level Agreement

This Service Level Agreement ("SLA") sets out the availability commitment for the SiteSync cloud Service and the remedies available if we fail to meet it. This SLA applies to customers on paid plans; free trials and private beta access are provided without availability commitments.

1. Definitions

• "Monthly Uptime Percentage" means the percentage of time during a calendar month in which the Service is available for requests, excluding Exclusions and Maintenance Windows, calculated as:(total minutes in month − unavailable minutes) ÷ total minutes in month.
• "Exclusions" include: (a) planned maintenance announced at least 48 hours in advance; (b) force majeure events; (c) failures caused by the Customer's systems, network, or misuse; (d) suspension under the Terms of Service; and (e) beta or preview features.
• "Maintenance Windows" are periods of scheduled maintenance, targeted outside normal business hours (GST business hours), announced in advance.

2. Service commitment

We will use commercially reasonable efforts to make the Service available with a Monthly Uptime Percentage of at least 99.5% for cloud deployments. For enterprise on-premise deployments, availability is governed by the deployment agreement.

3. Service credits

If we fail to meet the Monthly Uptime Percentage, you may request a service credit, applied to a future invoice:

• < 99.5% but ≥ 99.0%: credit of 5% of the monthly fee
• < 99.0% but ≥ 95.0%: credit of 10% of the monthly fee
• < 95.0%: credit of 25% of the monthly fee

Credits are calculated against the affected month's recurring fees, are not redeemable for cash, and may not exceed 25% of the monthly fee. To request a credit, submit a claim to support@sitesync.aewithin 30 days of the month's end, including details of the outage.

4. Support

• Standard support is included with paid plans and is provided during business hours (UAE business days) with a target first response time of 24 hours for non-critical issues and 4 hours for critical issues affecting payroll cycles (e.g., WPS file generation).
• Enterprise support (dedicated account manager, priority SLA) is available as an add-on.

5. Exclusions from credits

No credits are payable for downtime caused by scheduled maintenance, force majeure, Customer acts or omissions, third-party services outside our control, or the Customer's failure to follow documented configurations.

6. Sole remedy

Service credits under this SLA are the sole and exclusive remedy for any failure to meet the availability commitment, subject to the limitation of liability in the Terms of Service.