Service Level Agreement
This Service Level Agreement ("SLA") describes the availability, support, and service-credit commitments that apply to the QuaBook Service, and forms part of the Terms of Service between QuaBook and the Subscriber.
1. Service Availability
The Company will use commercially reasonable efforts to make the Service available with a monthly uptime of 99.9%, measured as the percentage of minutes in a calendar month during which the core Service is available, excluding the periods described in §2 and §7.
| Monthly uptime | Status |
|---|---|
| ≥ 99.9% | Target met |
| 99.0% – 99.9% | Service credit may apply (§4) |
| < 99.0% | Elevated service credit may apply (§4) |
2. Scheduled Maintenance
The Company may perform scheduled maintenance, for which it will provide advance notice and which it will aim to conduct during low-usage windows. Scheduled maintenance is excluded from availability calculations. Emergency maintenance may be performed without advance notice when necessary to address critical security vulnerabilities, data-integrity risks, or imminent service failures; the Company will notify the Subscriber as soon as reasonably practicable.
3. Support
Support is provided by email and in-app channels. Target initial response times by severity:
| Severity | Description | Target response |
|---|---|---|
| Critical | Service unavailable or data at risk | Within 4 business hours |
| High | Major feature impaired, no workaround | Within 1 business day |
| Normal | Minor issue or general question | Within 2 business days |
Priority support and a dedicated success manager are available on Enterprise plans.
4. Service Credits
If monthly uptime falls below the target in §1, the Subscriber may request a service credit, calculated as a percentage of the monthly subscription fee for the affected month. Service credits are the Subscriber's sole and exclusive remedy for availability shortfalls. To claim a credit, the Subscriber must submit a request within thirty (30) days of the affected month, including relevant details. Credits are applied to future invoices and are not redeemable for cash.
5. Data Backup and Recovery
The Company performs regular automated backups of Subscriber Data and maintains tested recovery procedures designed to restore service and data following an incident. Backup frequency and retention are set to meet the operational and compliance needs of food-manufacturing customers.
6. Monitoring and Reporting
The Company continuously monitors the health and performance of the Service and publishes real-time operational status. The Subscriber may review current status at any time and subscribe to incident updates.
7. Exclusions
This SLA does not apply to unavailability caused by: scheduled or emergency maintenance; factors outside the Company's reasonable control (including force-majeure events and failures of third-party networks or providers); the Subscriber's own equipment, software, or connectivity; the Subscriber's breach of the Terms; or suspension or termination of the Subscriber's account in accordance with the Terms.
8. Modifications
The Company may modify this SLA on at least thirty (30) days' written notice. Changes will not apply retroactively. If a modification materially reduces the commitments in this SLA, the Subscriber may terminate the subscription at the end of the current billing period without penalty.
9. Contact
For questions about this SLA or to submit a service-credit request, contact solutions@quabook.com, QuaBook, Riyadh · Dubai.