Service Level Agreement

1. Scope

This Service Level Agreement (“SLA”) applies to paid production subscriptions of QuickInsure once billing is enabled. Free, trial, beta, and local development environments are excluded unless an order form says otherwise.

This SLA covers the hosted application and authentication flows we control. It does not cover customer networks, third-party identity providers, Mailpit/local SMTP, or force majeure events.

2. Definitions

• Uptime: minutes the primary web application is reachable and able to authenticate users, excluding Scheduled Maintenance and Exclusions.
• Scheduled Maintenance: planned work announced at least 48 hours in advance, preferably outside business hours (Africa/Casablanca).
• Excused Downtime: issues caused by customer misconfiguration, third-party outages, internet backbone failures, or abuse.

3. Availability target

Monthly Uptime Percentage target: 99.5% for paid production plans.

Monthly Uptime Percentage = (Total minutes in month − Downtime minutes − Excused minutes − Scheduled Maintenance) / (Total minutes − Excused − Scheduled Maintenance) × 100.

4. Support

Support channel: support@quickinsure.ma. Business hours: Monday–Friday, 09:00–18:00 Africa/Casablanca, excluding Moroccan public holidays.

• P1 — Critical: production down or severe data-access failure affecting all users — first response target 4 business hours.
• P2 — High: major feature impaired with no reasonable workaround — first response target 1 business day.
• P3 — Normal: partial impairment or general questions — first response target 2 business days.

5. Service credits

If Monthly Uptime Percentage for a paid plan falls below the target, you may request a service credit within 30 days after month end. Credits are calculated on that month’s subscription fees in MAD:

• 99.0% – < 99.5%: 5% of that month’s subscription fees
• 95.0% – < 99.0%: 10% of that month’s subscription fees
• < 95.0%: 20% of that month’s subscription fees

6. Credit process and limits

Credits are applied to future invoices and are your sole remedy for availability failures under this SLA. Total credits in a month cannot exceed 20% of that month’s fees. Credits require a reasonable description of the incident and are not available if you are in breach of the Terms or past due on payment.

7. Changes

We may update this SLA with notice via the product or email. Continued use of a paid plan after the effective date constitutes acceptance.