Service Level Agreement

1. Availability target

We target a monthly availability of 99.5% for the production Service, measured as the percentage of minutes in a calendar month in which users can sign in and use the core CRM functions, excluding planned maintenance and the exclusions below.

2. Planned maintenance

Planned maintenance is scheduled, where possible, outside Israeli business hours and announced at least 48 hours in advance. Urgent security maintenance may be performed without notice.

3. Support

• Channels: info@primels.co.il and +972 55 502 7988.
• Hours: Sunday to Thursday, 09:00–18:00 Israel time, excluding Israeli public holidays.
• Target first response: critical (Service unavailable) — 2 business hours; high — 4 business hours; normal — 1 business day.

4. Service credits

If monthly availability falls below the target, paid subscriptions are eligible, on written request within 30 days, for a credit against the next invoice:

• Below 99.5%: 5% of that month's fee.
• Below 99.0%: 10% of that month's fee.
• Below 95.0%: 25% of that month's fee.

5. Exclusions

Unavailability caused by the Customer's systems or actions, force majeure, internet or third-party failures outside our reasonable control, suspension under the Terms, or beta features is excluded. Service credits are the sole remedy for availability shortfalls, without prejudice to termination rights for material breach.