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. Support channels

• Email: info@primels.co.il — monitored 24 hours a day, 7 days a week, for critical incidents.
• Phone / emergency line: +972 55 502 7988 — available 24/7 for critical incidents.
• In-app: the help and contact details shown in every workspace footer.

3. Severity levels and response times

Response times are targets for the first meaningful response from our support team, measured from when we receive the request:

• Critical (P1) — the Service is unavailable or a security incident is suspected: 24 hours a day, 7 days a week, including weekends and holidays; target first response within 1 hour, and continuous work until the Service is restored or a workaround is in place.
• High (P2) — a major feature is impaired with no reasonable workaround: 7 days a week, 08:00–22:00 Israel time; target first response within 4 hours.
• Normal (P3) — a minor issue, question or configuration request: Sunday to Thursday, 09:00–18:00 Israel time, excluding Israeli public holidays; target first response within 1 business day.
• Feature requests: acknowledged within 5 business days and considered for the product roadmap.

4. Planned maintenance

Planned maintenance is scheduled, where possible, in low-traffic windows (typically Friday night to Saturday, Israel time) and announced at least 48 hours in advance by email and/or in the Service. Urgent security maintenance may be performed without notice.

5. 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.

6. 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.