Service Level Agreement.

1. Overview & Scope

This Service Level Agreement ("SLA") defines the service commitments, uptime guarantees, support response times, and remedies available to Partners enrolled in the SpoofWard MSP/Reseller Program. This SLA 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.

The commitments in this SLA apply to the SpoofWard Platform as a whole, including the web dashboard, API endpoints, data processing pipelines, reporting engines, and all core functionality available under MSP Plans.

2. Platform Availability

SpoofWard guarantees a monthly uptime of 99.9% for the Platform, measured on a calendar-month basis. This means that unplanned downtime shall not exceed approximately 43 minutes per month.

How Uptime Is Calculated

Monthly uptime percentage is calculated using the following formula:

Uptime % = ((Total Minutes in Month - Downtime Minutes) / Total Minutes in Month) x 100

"Downtime" is defined as any period during which the Platform's core functionality is materially unavailable to Partners and their Clients, as measured by SpoofWard's monitoring systems. A period of downtime begins when SpoofWard's monitoring detects the unavailability and ends when the Platform is restored to normal operation.

Exclusions from Downtime Calculation

The following events are excluded from the downtime calculation and do not count against the uptime guarantee:

• Scheduled Maintenance: Planned maintenance windows that have been communicated in advance in accordance with Section 3 of this SLA.
• Force Majeure: Events beyond SpoofWard's reasonable control, including but not limited to natural disasters, acts of war or terrorism, government actions, pandemics, widespread internet outages, DNS infrastructure failures affecting multiple providers, and failures of third-party cloud infrastructure providers.
• Partner-Caused Issues: Downtime resulting from the Partner's or their Clients' actions, including misconfiguration, excessive API usage exceeding plan limits, or actions that violate the Acceptable Use Policy.
• Third-Party Services: Unavailability of third-party services that SpoofWard integrates with but does not control, such as external email providers, third-party DNS services, or payment processors.
• Beta Features: Any features, tools, or functionality designated as "beta," "preview," or "experimental" are provided without uptime guarantees.

3. Scheduled Maintenance

SpoofWard performs regular maintenance to ensure the security, performance, and reliability of the Platform. The following terms govern scheduled maintenance:

• Advance Notice: SpoofWard will provide at least seventy-two (72) hours' advance notice for standard scheduled maintenance via email to the Partner's registered contact address and through an in-app notification banner.
• Maintenance Windows: Standard maintenance is scheduled during low-traffic periods, typically between 02:00 and 06:00 UTC on weekdays. SpoofWard will make reasonable efforts to minimize the duration and impact of maintenance activities.
• Emergency Maintenance: In cases where urgent security patches, critical bug fixes, or infrastructure issues require immediate attention, SpoofWard may perform emergency maintenance with less than 72 hours' notice. In such cases, SpoofWard will provide as much advance notice as reasonably practicable and will communicate the nature and expected duration of the maintenance.
• Maintenance Impact: During maintenance windows, the Platform may be partially or fully unavailable. SpoofWard will strive to maintain read-only access to dashboards and reports during maintenance whenever technically feasible.

4. Support Response Times

SpoofWard provides tiered support to MSP Partners based on their subscription plan. Response times refer to the time between the Partner's submission of a support request and SpoofWard's initial acknowledgment or substantive response. All times are measured during business hours (Sunday through Friday, 08:00 to 18:00 Israel Standard Time) unless otherwise specified.

MSP Starter

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

MSP Growth

• Response Time: Within twelve (12) business hours.
• Support Channels: Email and live chat (available during business hours).
• Scope: All Starter-level support, plus white-label configuration assistance, API integration support, and priority queue placement.

MSP Business

• Response Time: Within four (4) business hours.
• Support Channels: Email, live chat, and scheduled phone calls.
• Dedicated Account Manager: Business-tier Partners are assigned a dedicated account manager who serves as a single point of contact for all support, billing, and strategic inquiries.
• Scope: All Growth-level support, plus dedicated onboarding, quarterly business reviews, and proactive monitoring recommendations.

MSP Enterprise

• Response Time: Within one (1) hour, measured 24/7 including weekends and holidays.
• Support Channels: Email, live chat, phone (24/7 hotline), and dedicated Slack or Teams channel.
• Priority Support: Enterprise Partners receive 24/7 priority support with direct access to senior technical staff.
• Dedicated Technical Contact: A named technical contact is assigned to each Enterprise Partner for hands-on assistance with complex configurations, custom integrations, and incident response.
• Scope: All Business-level support, plus custom SLA terms, priority feature requests, early access to new features, and executive escalation path.

5. Incident Severity Levels

SpoofWard classifies support incidents into four severity levels to ensure appropriate prioritization and resource allocation. Target resolution times represent our best-effort goals and are not guaranteed, though 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 breach requiring immediate response.

Target Resolution: Four (4) hours.

Communication: Status updates provided every 30 minutes until resolution. Post-incident report provided within 48 hours.

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, API intermittent errors, dashboard loading issues for specific features, email alert delivery delays exceeding 4 hours.

Target Resolution: Eight (8) hours.

Communication: Status updates provided every 2 hours until resolution.

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: Status updates provided 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 provided within the support response time applicable to the Partner's plan tier.

6. Escalation Procedures

If you believe that a support incident is not being handled with appropriate urgency or that resolution timelines are not being met, you may escalate the issue through the following process:

• Level 1 — Support Team: All incidents are initially handled by the SpoofWard support team. If you are not satisfied with the response or progress, request escalation to the support team lead by replying to your support ticket with "Escalation Requested."
• Level 2 — Support Team Lead: The support team lead will review the incident, re-assess its severity level, and provide an updated timeline. The team lead will respond within two (2) business hours of the escalation request.
• Level 3 — Account Manager (Business/Enterprise): For Business and Enterprise Partners, your dedicated account manager can be contacted directly to intervene in the escalation process. The account manager will coordinate with the technical team and provide updates directly.
• Level 4 — Management Escalation: If the SLA response or resolution times have been missed and previous escalation levels have not resolved the issue, you may request a management escalation by emailing [email protected] with the subject line "Management Escalation — [Ticket Number]." A member of SpoofWard's management team will respond within one (1) business day.

7. Service Credits

If SpoofWard fails to meet the 99.9% monthly uptime guarantee, eligible Partners may request service credits as follows:

Credit Tiers

• 99.0% to 99.9% uptime: Credit equal to 10% of the Partner's monthly subscription fee for the affected month.
• 95.0% to 99.0% uptime: Credit equal to 25% of the Partner's monthly subscription fee for the affected month.
• Below 95.0% uptime: Credit equal to 50% of the Partner's monthly subscription fee for the affected month.

Credit Terms

• Service credits are applied as a credit to the Partner's next invoice. Credits are not issued as cash refunds, account balance transfers, or payments to third parties.
• The maximum service credit for any single calendar month shall not exceed 50% of the Partner's monthly subscription fee for that month.
• For Partners on annual billing, the monthly fee for credit calculation purposes is determined by dividing the annual subscription fee by twelve (12).
• Service credits must be claimed within thirty (30) calendar days of the end of the month in which the downtime occurred. Claims submitted after this period will not be honored.
• To claim a service credit, the Partner must email [email protected] with the subject line "SLA Credit Request," including the dates and times of the observed downtime and any relevant supporting details.
• SpoofWard will verify the claim against our internal monitoring data and respond within ten (10) business days with the credit determination.
• Service credits are the Partner's sole and exclusive remedy for SpoofWard's failure to meet the uptime guarantee set forth in this SLA.

8. Exclusions

This SLA does not apply to and SpoofWard shall have no liability for service 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.
• Beta Features: Any features, tools, modules, or integrations designated as "beta," "preview," "alpha," "experimental," or "early access." These features are provided without any uptime or performance guarantees and 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. Reporting

SpoofWard provides uptime and performance reporting to MSP Partners as follows:

• Status Page: A public status page is available at all times, showing real-time and historical platform status, ongoing incidents, and scheduled maintenance windows. All Partners have access to this page regardless of plan tier.
• Monthly Uptime Reports: Partners on MSP Business and MSP Enterprise plans may request monthly uptime reports that include detailed availability metrics, incident summaries, and resolution timelines for the preceding calendar month. Reports are available upon request by emailing [email protected].
• Incident Post-Mortems: For Critical (Severity 1) incidents, SpoofWard will prepare a post-incident report within 48 hours of resolution. This report will include a description of the incident, its root cause, the timeline of detection and resolution, and preventive measures being implemented. Post-incident reports are shared with all affected Partners.
• Quarterly Reviews: MSP Business and Enterprise Partners receive quarterly business reviews with their account manager, which include a review of SLA performance, platform usage trends, and recommendations for optimization.

10. Contact