Service Level Agreement.

1. Overview & Scope

This Service Level Agreement ("SLA") describes the support response targets, maintenance notice, incident communication and remedies available to Partners enrolled in the SpoofWard MSP/Reseller Program. It is provided by T&C Technologies LTD (trading as SpoofWard) and applies to all active MSP Plan subscribers.

This SLA forms part of and is governed by the MSP Partner Agreement. In the event of a conflict between this SLA and the MSP Partner Agreement, the MSP Partner Agreement shall prevail unless this SLA explicitly provides otherwise for service-level matters.

This version replaces the May 2026 version. It removes the numerical uptime guarantee and the service-credit table that depended on it, for the reason given in Section 2. For Partners who subscribed before this version was published, the change takes effect thirty (30) days after we notify you by email, as the MSP Partner Agreement requires for material changes.

2. Platform Availability

SpoofWard does not currently publish or guarantee an uptime percentage. We do not yet measure availability from outside the Platform, and we will not commit to a number we cannot evidence. This matches the statement in our Trust Center, which is the reference for all availability and security claims.

What we do today:

• The Platform runs scheduled internal health checks covering queue depth, failed jobs and whether each scheduled task has run recently. This is operational tooling; it is not a customer-facing availability measurement.
• We use commercially reasonable efforts to keep the web dashboard, API, DMARC report ingestion and reporting available, and to restore service promptly when it is not.
• There is no public status page yet. If you need to know whether an incident is in progress, email [email protected] and we will tell you what we know.

When external availability monitoring and a public status page are operational, we will publish the measured figures and update this SLA. Any future uptime commitment will be based on that published measurement.

3. Scheduled Maintenance

SpoofWard performs regular maintenance to keep the Platform secure and reliable. The following terms govern scheduled maintenance:

• Advance Notice: For maintenance that we expect to make the Platform unavailable, we aim to give at least seventy-two (72) hours' notice by email to the Partner's registered contact address.
• Maintenance Windows: Where practical, maintenance is carried out during low-traffic periods, and we make reasonable efforts to keep its duration and impact small.
• Emergency Maintenance: Urgent security patches, critical bug fixes or infrastructure issues may require maintenance with less notice. In such cases we will give as much notice as is reasonably practicable and tell you the nature and expected duration of the work.
• Maintenance Impact: During maintenance windows the Platform may be partially or fully unavailable.

4. Support Response Targets

Support is provided by email and through the in-app ticket system. Response time means the time between your request and our first substantive reply. Times are measured during business hours (Sunday through Friday, 08:00 to 18:00 Israel time). These are targets that we work to meet; they are not guarantees, and no service credit attaches to them.

MSP Starter

• Response Target: Within twenty-four (24) business hours.
• Support Channels: Email ([email protected]) and in-app tickets.
• Scope: Platform usage questions, account management, basic troubleshooting, and documentation guidance.

MSP Growth

• Response Target: Within twelve (12) business hours, handled ahead of the standard queue.
• Support Channels: Email, in-app tickets, WhatsApp, and scheduled phone calls.
• Scope: All Starter-level support, plus white-label configuration assistance and API integration support.

MSP Business

• Response Target: Within four (4) business hours.
• Support Channels: Email, in-app tickets, WhatsApp, and scheduled phone calls.
• Dedicated Account Manager: A named account manager who serves as a single point of contact for support, billing, and onboarding questions.
• Scope: All Growth-level support, plus onboarding assistance and quarterly business reviews.

MSP Enterprise

• Support Terms: Response targets, channels and any out-of-hours cover for Enterprise Partners are agreed individually in writing as part of the Enterprise order. Until such terms are agreed, the MSP Business terms above apply.

5. Incident Severity Levels

SpoofWard classifies incidents into four severity levels so that the most serious are handled first. Target resolution times are best-effort goals, not guarantees; SpoofWard commits to using commercially reasonable efforts to meet them.

Critical (Severity 1)

Definition: The Platform is completely unavailable or a core feature is non-functional, affecting all or a significant majority of Partners and their Clients. No reasonable workaround exists.

Examples: Complete platform outage, inability to log in, data processing pipeline failure affecting all accounts, security incident requiring immediate response.

Target Resolution: Four (4) hours.

Communication: Affected Partners are informed by email when the incident is confirmed, updated as the situation materially changes, and told when it is resolved. A written post-incident summary follows resolution.

High (Severity 2)

Definition: A major feature or component of the Platform is significantly impaired, affecting multiple Partners or a significant portion of functionality. A partial workaround may exist but is not sustainable.

Examples: Report generation failures, intermittent API errors, dashboard loading issues for specific features, email alert delivery delays exceeding 4 hours.

Target Resolution: Eight (8) hours.

Communication: Updates by email or on the support ticket when significant progress is made.

Medium (Severity 3)

Definition: A minor feature is impaired or not functioning as expected. The impact is limited and a reasonable workaround is available. Core platform functionality is not affected.

Examples: Minor UI display issues, non-critical report formatting errors, slow performance in specific dashboard sections, individual DNS check delays.

Target Resolution: Twenty-four (24) hours.

Communication: Updates on the support ticket upon request or when significant progress is made.

Low (Severity 4)

Definition: A cosmetic issue, general question, feature request, or minor inconvenience that does not materially affect the use of the Platform.

Examples: Cosmetic UI inconsistencies, documentation clarification requests, feature suggestions, general how-to questions.

Target Resolution: Forty-eight (48) hours.

Communication: Response within the support response target applicable to the Partner's plan tier.

6. Escalation

If you believe a support incident is not being handled with appropriate urgency, you may escalate it as follows:

• Step 1 — On the ticket: Reply to your support ticket with "Escalation Requested". The incident is re-assessed, its severity reviewed, and you receive an updated expectation.
• Step 2 — Management: If that does not resolve the matter, email [email protected] with the subject line "Management Escalation — [Ticket Number]". A member of SpoofWard's management will respond within one (1) business day.

7. Remedies

Because this SLA does not set an uptime percentage, it does not define automatic uptime-based service credits.

• If an outage or prolonged incident materially affects your use of the Platform, write to [email protected] within thirty (30) calendar days, describing the dates, times and impact. SpoofWard will review the request and may, at its discretion, apply a credit to your next invoice.
• Any credit is applied to a future invoice. Credits are not issued as cash refunds, account balance transfers, or payments to third parties.
• Your rights under the MSP Refund Policy and your right to cancel under the MSP Partner Agreement are unaffected.

8. Exclusions

The targets in this SLA do not apply to, and SpoofWard shall have no liability under this SLA for, disruptions or performance issues caused by or related to:

• Third-Party Services: Outages, slowdowns, or errors in third-party services, APIs, or infrastructure that SpoofWard integrates with but does not operate, including but not limited to email service providers, DNS infrastructure, cloud hosting platforms, CDN providers, and payment processors.
• Customer-Caused Issues: Problems resulting from the Partner's or their Clients' actions, including misconfigured DNS records, excessive API calls exceeding plan rate limits, unauthorized modifications to account settings, or use of the Platform in violation of the Acceptable Use Policy.
• Force Majeure: Events beyond SpoofWard's reasonable control, including natural disasters, acts of war or terrorism, government actions, widespread internet outages, and DNS infrastructure failures affecting multiple providers.
• Beta Features: Any features, tools, modules, or integrations designated as "beta," "preview," "alpha," "experimental," or "early access." These may be modified or discontinued at any time.
• Network Connectivity: Internet connectivity issues between the Partner's network and SpoofWard's infrastructure that are outside of SpoofWard's control.
• Unsupported Configurations: Use of the Platform with browsers, operating systems, or configurations that are not officially supported by SpoofWard.

9. Incident Communication & Reporting

• Incident Notices: Confirmed Critical (Severity 1) incidents are communicated to affected Partners by email. There is no public status page yet; see Section 2.
• Post-Incident Summaries: For Critical (Severity 1) incidents, SpoofWard prepares a written summary after resolution covering what happened, the root cause where known, the timeline of detection and resolution, and the preventive measures being taken. It is shared with affected Partners.
• Availability Figures: SpoofWard does not currently produce monthly uptime reports, because availability is not yet measured externally. Incident history for your account is available on request by emailing [email protected].
• Quarterly Reviews: MSP Business and Enterprise Partners receive quarterly business reviews, which include a review of incidents, support performance against the targets above, and platform usage.

10. Contact