SERVICE LEVEL AGREEMENT (SLA)

SERVICE LEVEL AGREEMENT (SLA) Mubdie LLC – mubdie.net

0. Business Use & Legal Capacity

0.1. B2B‑Only Application This Service Level Agreement (“SLA”) applies exclusively to business customers (B2B). All references to “Client”, “you”, or “your” refer to a business entity or its authorized representative acting in a commercial capacity. This SLA does not apply to individual consumers, and consumer protection laws do not apply to our Services.

0.2. Business Client A “Business Client” is a legal business entity, or an authorized representative acting on behalf of such entity, entering into a commercial agreement with Mubdie LLC.

0.3. Authority By using our Services or approving the Invoice, you represent and warrant that you are authorized to act on behalf of the business entity you represent and to enter into binding commercial agreements, including this SLA.

1. Scope of the SLA

1.1. Services Covered

This SLA applies to the following Services: 1.1.1. Web Design Services 1.1.2. Ready‑Made Websites 1.1.3. Branding Services (support‑related obligations only) 1.1.4. SEO and Marketing Services (support‑related obligations only) 1.1.5. Eyadaat SaaS Platform 1.1.6. Hosting, technical support, and maintenance services 1.1.7. Booking systems and business websites 1.1.8. Any digital service where the Company provides ongoing technical support

1.2. Services Not Covered

This SLA does not apply to: 1.2.1. Premium Domain Sales 1.2.2. Third‑party services (hosting providers, registrars, payment gateways) 1.2.3. Client‑side issues (internet, devices, misconfigurations) 1.2.4. Custom development not included in the Invoice

2. Uptime Commitment

2.1. Uptime Guarantee

For Services hosted or managed by the Company, we target a 99.5% monthly uptime.

2.2. Exclusions from Uptime Calculation

The following are excluded from uptime calculations: 2.2.1. Scheduled maintenance 2.2.2. Emergency maintenance 2.2.3. Downtime caused by third‑party providers 2.2.4. Force majeure events 2.2.5. Client‑side issues 2.2.6. Misuse or unauthorized modifications by the Client

2.3. Hosting Providers

The Company may rely on third‑party hosting providers (e.g., Kinsta / Google Cloud). Their uptime commitments apply in addition to this SLA.

3. Support Services

3.1. Support Hours

Support is available during standard business hours: 3.1.1. 08:00 to 17:00 (local operating time) 3.1.2. Monday through Saturday

3.2. Response Times

The Company aims to respond to support requests within: 3.2.1. 24 hours during business days 3.2.2. Faster response for critical issues when feasible

3.3. Resolution Times

Resolution times vary depending on complexity. The Company does not guarantee specific resolution times but will use commercially reasonable efforts.

4. Emergency Support

4.1. Definition of Emergency

An “Emergency Issue” includes: 4.1.1. Full website or platform outage 4.1.2. Critical functionality failure 4.1.3. Security breach or suspected breach 4.1.4. Payment system failure

4.2. Emergency Response

The Company will prioritize emergency issues and attempt to address them as quickly as possible.

4.3. Limitations

Emergency support does not cover: 4.3.1. Issues caused by Client modifications 4.3.2. Third‑party plugin failures 4.3.3. Hosting provider outages 4.3.4. DNS propagation delays

5. Scheduled Maintenance

5.1. Routine Maintenance

The Company may perform scheduled maintenance to improve performance or security.

5.2. Notice

When feasible, the Company will provide advance notice of scheduled maintenance.

5.3. Impact on Uptime

Scheduled maintenance does not count as downtime under this SLA.

6. Eyadaat SaaS Platform

6.1. Full Technical Management

The Company provides full technical management for Eyadaat, including: 6.1.1. Infrastructure maintenance 6.1.2. Platform updates 6.1.3. Security monitoring 6.1.4. Performance optimization

6.2. Availability

The Company targets 99.5% uptime for Eyadaat, excluding the exceptions listed in Section 2.2.

6.3. Data Access

The Client retains access to their data as long as the subscription is active.

7. Client Responsibilities

7.1. Accurate Information

The Client must provide accurate information for configuration and support.

7.2. Proper Use

The Client must use the Services in accordance with: 7.2.1. Terms of Service 7.2.2. Acceptable Use Policy 7.2.3. Privacy Policy 7.2.4. Data Policy / DPA

7.3. Security Practices

The Client is responsible for: 7.3.1. Protecting login credentials 7.3.2. Using secure passwords 7.3.3. Avoiding unauthorized modifications

8. Exclusions and Limitations

8.1. No Guarantee of Specific Outcomes

The Company does not guarantee: 8.1.1. SEO rankings 8.1.2. Marketing results 8.1.3. Revenue increases 8.1.4. Traffic levels

8.2. Third‑Party Failures

The Company is not responsible for failures caused by: 8.2.1. Hosting providers 8.2.2. Domain registrars 8.2.3. Payment gateways 8.2.4. Third‑party plugins or APIs

8.3. Force Majeure

The Company is not liable for delays or failures caused by events beyond its control.

9. Service Credits

9.1. Discretionary Credits

Service credits may be issued at the Company’s discretion for significant downtime directly caused by the Company.

9.2. No Monetary Refunds

Service credits do not constitute monetary refunds and cannot be exchanged for cash.

10. Amendments

10.1. Updates

The Company may update this SLA at any time.

10.2. Continued Use

Continued use of the Services constitutes acceptance of the updated SLA.

11. Contact Information

11.1. Support and SLA Inquiries

support@mubdie.net