Service Level Agreement (SLA)

Last Updated: June 1, 2025

1. Introduction

This Service Level Agreement ("SLA") is a part of the Terms of Service between Quick Locale Ai ("we", "us") and you ("Customer") for the Quick Locale Ai application and its related services ("Service"). This SLA outlines our commitment to providing a reliable and high-quality service.

2. Service Commitment: Uptime

We commit to providing a 99.9% Uptime for the Service on a monthly basis. Uptime is the percentage of total time during a calendar month that the Service is available and operational.

The Uptime percentage is calculated as follows:

[(Total Minutes in Month - Downtime Minutes) / Total Minutes in Month] * 100

2.1. Downtime

"Downtime" is the total number of minutes during a calendar month when the core functionality of the Service is unavailable. It does not include periods of unavailability defined in the Exclusions section below.

2.2. Exclusions from Downtime Calculation

The following events are not considered Downtime and will be excluded from any Uptime calculation:

Scheduled Maintenance: Maintenance activities for which we provide at least 48 hours of advance notice.
Customer-Caused Issues: Outages resulting from Customer's applications, equipment, or misuse of the Service.
Third-Party Service Failures: Issues caused by the failure of third-party providers, including Atlassian Confluence, hosting providers (e.g., AWS, Google Cloud region-wide failures), or the Customer's internet service provider.
Force Majeure Events: Unforeseeable circumstances beyond our reasonable control, such as natural disasters, acts of war, terrorism, government actions, or widespread internet disruptions.

3. Support Services

We are committed to providing timely and effective support to our customers. Support requests can be submitted via email to support@quicklocaleai.com.

3.1. Support Response Times

We will use commercially reasonable efforts to respond to support tickets within the timeframes outlined below. Response times are measured during Business Hours.

Business Hours: 9:00 AM - 5:00 PM Egypt Standard Time, Saturday through Thursday, excluding public holidays.

Priority Level	Description	Target First Response Time
Urgent	Service is completely unavailable or a critical function is not working, impacting all users.	1 Business Hour
High	A major feature is not working as expected, with a significant impact on user productivity.	4 Business Hours
Normal	A non-critical feature is not working or a user has a general question about the service.	8 Business Hours (1 Business Day)

4. Service Credits

If we fail to meet the 99.9% Uptime commitment in any calendar month, the Customer will be eligible to receive a credit on their next monthly bill ("Service Credit").

Monthly Uptime Percentage	Service Credit Percentage
Less than 99.9% but equal to or greater than 99.0%	10% of the monthly subscription fee
Less than 99.0%	25% of the monthly subscription fee

4.1. Credit Request Process

To receive a Service Credit, the Customer must submit a request to support@quicklocaleai.com within 30 days of the month in which the Downtime occurred. The request must include the dates and times of the Downtime event. Service Credits are the Customer's sole and exclusive remedy for any failure by us to meet the Uptime commitment.

5. Customer Responsibilities

The Customer is responsible for:

Using the Service in accordance with the Terms of Service.
Properly configuring their systems and applications to use the Service.
Notifying us promptly of any issues or outages.
Providing accurate and complete information when submitting support requests.

6. Updates to this SLA

We may update this SLA from time to time. We will notify customers of any significant changes. The most current version of the SLA will always be available on our website.