Service Level Agreement (SLA)

1. Introduction

This Service Level Agreement ("Agreement") defines the guaranteed service level of the Dialer platform ("Service"). This Agreement forms an integral part of the Service Terms of Use.

2. Service Availability

Plan	Guaranteed Uptime	Max Monthly Downtime
Basic	99.0%	~7.3 hours
Pro	99.5%	~3.6 hours
Business	99.9%	~43 minutes

Availability is measured monthly and calculated using the formula:

Uptime = (Total minutes in month - Downtime minutes) / Total minutes in month × 100

3. Exclusions

Guaranteed availability does not apply in the following cases:

• Scheduled maintenance: Up to 4 hours per month, with 48 hours' prior notice.
• Force majeure: Events beyond the Company's control (natural disasters, carrier outages, extraordinary cyber attacks).
• Excessive use: Abnormal load caused by the User beyond plan limits.
• Third-party failures: Outages in telephony or internet providers beyond our control.

4. Response Times

Severity	Description	Response Time	Resolution Target
Critical	Service completely unavailable	30 minutes	4 hours
High	Significant functionality impaired	2 hours	8 hours
Medium	Partial issue, workaround exists	4 hours	24 hours
Low	General questions and requests	1 business day	5 business days

5. Service Credits

In the event of failure to meet guaranteed availability, the Customer is entitled to credits as follows:

Actual Uptime	Credit (of monthly payment)
Below guaranteed level to 99.0%	5%
98.0% - 99.0%	10%
95.0% - 98.0%	25%
Below 95.0%	50%

• Credits will be applied to the next month's invoice, not as cash refunds.
• Maximum credit shall not exceed 50% of the monthly payment.
• Claims must be submitted within 7 days of the end of the relevant month.

6. Monitoring and Reporting

• The Company monitors service availability continuously 24/7.
• Monthly availability reports are available to Business plan customers upon request.
• Incident alerts are sent in real-time to customers with configured Webhooks.

7. Technical Support

Plan	Support Channels	Hours
Basic	Email	Sun-Thu 09:00-17:00
Pro	Email + Chat	Sun-Thu 08:00-20:00
Business	Email + Chat + Phone	24/7

8. Changes to this Agreement

The Company may update this Agreement with 30 days' prior notice. Changes will not diminish the service level guaranteed to existing customers during their current contract period.

9. Contact Us

For service level inquiries:

• Email: info@dialer.co.il
• Phone: 055-2112112