Service Level Agreement (SLA)

1. Introduction

This Service Level Agreement ("SLA") is a contractual commitment between BOT Cloud ("Provider," "We," "Us") and the customer ("Client," "You") to define the agreed-upon levels of service, performance standards, and responsibilities regarding our business email, domain, and hosting services ("Services"). This SLA outlines the terms governing the delivery, availability, and support for the Services.

2. Service Commitments

2.1 Uptime Guarantee: We commit to providing a minimum uptime level of 99.9% for our Services, excluding scheduled maintenance or instances beyond our control. This uptime guarantee ensures that our Services remain accessible and operational for your business needs.

2.2 Performance Standards: Our Services encompass domain registration, web hosting, email hosting, website building tools, and technical support. We aim to deliver high-performance, reliable, and secure services as outlined in our service descriptions.

3. Support and Response Time

3.1 Technical Support: We provide comprehensive technical support to address inquiries, troubleshooting, and service-related issues. Our dedicated support team operates during business hours (based on [Timezone]) and aims to respond promptly within [specified time] to resolve queries or concerns.

3.2 Escalation Procedure: In the event of critical service issues affecting functionality, we have a well-defined escalation procedure in place to ensure rapid resolution. The escalation process is documented and followed to expedite solutions.

4. Data Security and Privacy

4.1 Data Protection: Protecting your data is a priority. We maintain robust security measures aligned with industry standards to safeguard your information against unauthorized access, misuse, or breaches. Our data protection practices comply with our Privacy Policy and applicable regulations.

5. Change Management

5.1 Scheduled Maintenance: To maintain and enhance service quality, scheduled maintenance may be conducted. We strive to provide advance notice of planned maintenance activities to minimize service disruptions.

6. Service Reporting and Review

6.1 Service Reporting: We regularly provide service performance reports encompassing uptime statistics, incident summaries, resolutions, and any notable service changes or updates.

6.2 Service Review: Periodic service reviews are conducted to assess performance metrics, discuss service enhancements, address client feedback, and align service delivery with your evolving requirements.

7. Limitation of Liability

7.1 Exclusion of Damages: While we endeavor to provide reliable and uninterrupted Services, our liability is limited to the extent permitted by applicable laws. We shall not be liable for any indirect, incidental, consequential, or punitive damages arising from the use or inability to use our Services.

8. Termination

8.1 Termination Rights: Termination of Services is subject to the terms outlined in our Terms of Service agreement, specifying grounds for termination and procedures for both parties.

9. Governing Law and Dispute Resolution

9.1 Jurisdiction: This SLA is governed by the laws of KSA. Any disputes arising from this agreement shall be resolved through arbitration in accordance with the rules of [Arbitration Institution].

10. Contact Information

For inquiries, feedback, or concerns regarding this SLA or our Services, please reach out to our customer support team at live chat.

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