SERVICE LEVEL AGREEMENT (SLA)

1. Scope

This Service Level Agreement describes the support and availability commitments applicable to the Net153 Church Management System.

2. Target Availability

Net153 aims to provide 99.9% monthly service availability, excluding:

• scheduled maintenance;
• emergency maintenance;
• force majeure events;
• failures of third-party providers outside Net153's reasonable control;
• Customer internet connectivity issues.

Availability is a target and not a guarantee.

3. Scheduled Maintenance

Scheduled maintenance will normally be performed outside standard business hours where reasonably possible.

Customers will be given reasonable advance notice where practical.

Emergency maintenance may be performed without prior notice where necessary to protect security or system integrity.

4. Support Hours

Standard support:

• Monday to Friday
• 08:00 – 17:00 (South African Standard Time)
• Excluding South African public holidays

Emergency support may be available outside these hours at Net153's discretion or under a separate support agreement.

5. Incident Priorities

Response times are targets and not guarantees.

6. Backups

Net153 performs routine backups for disaster recovery purposes.

Backups are intended to support business continuity and are not a substitute for the Customer maintaining copies of any critical information.

7. Customer Responsibilities

The Customer is responsible for:

• maintaining internet connectivity;
• securing user credentials;
• assigning appropriate permissions;
• maintaining compatible devices and browsers;
• promptly reporting service issues.

8. Exclusions

The SLA does not apply to issues caused by:

• Customer misuse;
• unsupported browsers or devices;
• third-party integrations not supplied by Net153;
• Customer internet failures;
• force majeure events.

9. Changes

Net153 may update this SLA from time to time upon reasonable notice.