SERVICE LEVEL AGREEMENT (SLA)

This Service Level Agreement ("SLA") outlines the service expectations between Numblio, headquartered in Limburg, Netherlands, ("we", "us", "our") and the customer ("you", "customer") of https://numblio.com ("the website"). This document details the level of service provided, response times, and support expectations.

1.1: Numblio commits to providing services with a target uptime of 99.9% per month. This does not include scheduled maintenance periods or force majeure events.

1.2: Numblio will notify customers of scheduled maintenance at least 48 hours in advance. For unscheduled downtime, customers will be informed as soon as possible.

2.1: Numblio provides 24/7 customer support for critical issues such as service outages, with a response time of 1 hour.

2.2: Non-critical issues will receive a response within 24 hours on business days.

2.3: All support requests must be submitted via the customer portal or email to support@numblio.com for tracking and resolution.

3.1: Numblio ensures that all hosted websites and applications perform at optimal speeds based on the agreed-upon service level.

3.2: In the event of performance degradation, Numblio will investigate and resolve the issue within 24 hours unless caused by factors outside of Numblio's control.

4.1: Numblio will document and manage all incidents affecting service availability, performance, or security.

4.2: Critical incidents that impact service uptime will be resolved within 4 hours. Non-critical incidents will be addressed based on priority, with an aim for resolution within 48 hours.

5.1: Numblio will provide advance notice for planned maintenance and aim to minimize downtime during these periods. Maintenance schedules will be communicated 48 hours in advance.

5.2: In the case of unplanned downtime, Numblio will work promptly to restore service and communicate progress to customers.

6.1: Numblio performs regular backups of all hosted data to ensure business continuity. Backups are kept for a period of 7 days.

6.2: Customers are encouraged to maintain their own backups as Numblio is not responsible for data loss beyond the retention period or as a result of user actions.

7.1: In the event of unresolved issues or service disruptions, customers can escalate the matter by contacting the support management team through the customer portal or via escalation@numblio.com.

7.2: Escalated issues will be prioritized and addressed by senior staff members within 24 hours of notification.

8.1: Customers are responsible for ensuring that their use of Numblio services complies with all applicable laws and regulations.

8.2: Customers must provide accurate and complete information for service provisioning and support requests.

9.1: Numblio's liability is limited to the direct damages caused by its services, excluding indirect damages such as loss of profit or data.

9.2: Numblio is not liable for damages caused by force majeure events, as outlined in the Terms and Conditions.

10.1: Either party may terminate the agreement with a 30-day notice, subject to the terms of the service agreement.

10.2: Upon termination, Numblio will assist with the transition of services and return any customer data within 15 days, in accordance with the service agreement.

11.1: This SLA will be reviewed annually or as needed based on changes to the services or customer requirements.

11.2: Any changes to this SLA will be communicated to customers with a notice period of 30 days before implementation.