Service Level Agreement (SLA)

Effective Date: 01/01/2018

This Service Level Agreement ("SLA") is a commitment between Nembang Enterprise LLC ("we," "us," or "our") and users of Sales Drive Pro ("the Service") regarding performance and availability standards. By using our Service, you agree to the terms outlined in this SLA.

1. Service Availability
Sales Drive Pro strives to provide [99.9% uptime] each calendar month, excluding scheduled maintenance and force majeure events. Uptime is calculated based on total minutes in a calendar month minus any Downtime, divided by the total minutes in the month.   
- Downtime: Defined as any time the Service is unavailable due to issues within our control, excluding:     
  - Scheduled Maintenance: Planned updates or maintenance, for which we will provide at least [48 hours] notice.     
  - Emergency Maintenance: Unexpected maintenance necessary to address security or technical issues.     
  - Exclusions: Downtime caused by factors outside our control, such as network provider issues, third-party software failures, or force majeure events.

2. Support and Response Times
Our support team is available to assist users with technical and account-related issues. Support includes:   
- Support Hours: Support is available during standard business hours: Monday through Friday, 9:00 AM - 5:00 PM (Eastern Time  Zone)].   
- Response Time: We aim to respond to inquiries within [24 hours to 48 hours] during support hours.   
- Support Channels: Support can be reached via [Insert Email], live chat, or the in-app help desk.

3. Remedies for Downtime
If Sales Drive Pro does not meet the uptime guarantee, users may be eligible for a service credit as compensation, calculated as follows:   
- Service Credit Calculation: Service credits are based on the percentage of downtime in a calendar month:     
  - 99% - 99.9% Uptime: 5% of the monthly subscription fee     
  - 95% - 98.99% Uptime: 10% of the monthly subscription fee     
  - Below 95% Uptime: 25% of the monthly subscription fee   
- Claim Process: To claim a service credit, users must contact us within 30 days of the end of the month in which the downtime occurred. Claims submitted after this period will not be eligible for a credit.   

- Limitations: Service credits are applied only to future billing and cannot be exchanged for cash or used as a refund.

4. User Responsibilities
To maintain the performance of Sales Drive Pro, users are expected to:   
- Ensure a stable internet connection to avoid connectivity issues.   
- Use supported devices and browsers.   
- Follow all security protocols, including password protection and regular updates.   
- Report issues promptly to our support team for assistance.

Failure to meet these responsibilities may affect your access to the Service and could impact the SLA eligibility.

5. Exclusions
This SLA does not apply to performance issues caused by the following:   
- Issues beyond our control, including third-party hardware, software, and network connections.   
- User actions or inactions, such as unauthorized modifications or misuse of the Service.   
- Scheduled or emergency maintenance.   
- Beta or trial versions of the Service, which may be subject to lower availability.

6. Updates to This SLA
Nembang Enterprise LLC reserves the right to modify this SLA at any time. Changes will be communicated by updating the "Effective Date" and posting the revised SLA on this page. Users are encouraged to review the SLA periodically for any changes.

Contact Us
If you have any questions about our Cookie Policy, please contact us at:
Nembang Enterprise LLC 
3401 Hartzdale Drive Suite 103B Unit #636
Camp Hill, PA 1701
Email: support@salesdrivepro.com 
Phone: 214-606-4675