Service Level Agreement

1. Overview

This Service Level Agreement (SLA) defines the performance standards and guarantees provided by Customer Obsession SARL for all services delivered through our five brands. This SLA applies to all enterprise and professional tier clients.

2. Uptime Guarantee

We guarantee the following monthly uptime percentages: • CloudLink & Sure: 99.99% (≤ 4.32 min downtime/month) • Toutsuite & Jungle: 99.95% (≤ 21.6 min downtime/month) • Twily: 99.9% (≤ 43.2 min downtime/month) Uptime is measured excluding scheduled maintenance windows, which are announced 72 hours in advance.

3. Response Times

We commit to the following initial response times by severity: • Critical (P1): Service down — Response within 1 hour, 24/7 • High (P2): Major feature impaired — Response within 4 hours • Medium (P3): Minor feature issue — Response within 24 hours • Low (P4): General inquiry — Response within 3 business days

4. Resolution Times

Target resolution times by severity: • Critical (P1): 4 hours • High (P2): 8 hours • Medium (P3): 3 business days • Low (P4): 10 business days Complex issues may require extended resolution with client communication every 4 hours for P1 and every 24 hours for P2.

5. SLA Credits

If we fail to meet uptime guarantees, clients receive service credits: • 99.9% - 99.99%: 5% credit • 99.0% - 99.9%: 10% credit • 95.0% - 99.0%: 20% credit • Below 95.0%: 30% credit Credits are applied to the following month's invoice. Maximum credit: 30% of monthly fees.

6. Maintenance Windows

Scheduled maintenance occurs during low-traffic periods (Saturday 02:00-06:00 UTC). Emergency maintenance may occur at any time with best-effort notification. All maintenance is communicated via email and status page.

7. Data Backup

Backups are performed according to brand-specific schedules: • CloudLink & Sure: Every 6 hours, 30-day retention • Toutsuite: Daily at midnight, 90-day retention • Jungle: Every 12 hours, 30-day retention • Twily: Daily, 60-day retention All backups are encrypted and stored in geographically separate regions.

8. Disaster Recovery

Recovery Point Objective (RPO) and Recovery Time Objective (RTO): • CloudLink & Sure: RPO 4h, RTO 1h • Toutsuite & Jungle: RPO 12h, RTO 4h • Twily: RPO 24h, RTO 8h Annual disaster recovery testing is conducted with results shared upon request.

9. Support Channels

Support is available through: • Email: [email protected] (all tiers) • Phone: +212 605713080 (Professional & Enterprise) • In-app chat: Real-time (Enterprise only) • Status page: https://status.customerobsession.com • Slack/Teams integration: Enterprise only

10. Escalation

If a support issue is not resolved within the target timeframe, automatic escalation occurs: • Level 1 → Level 2 (Senior Engineer): After 2h for P1 • Level 2 → Level 3 (Engineering Lead): After 4h for P1 • Level 3 → CTO: After 8h for P1 Clients may request manual escalation at any time.

11. Reporting

Monthly SLA reports are provided to enterprise clients, including: • Uptime percentage by service • Incident summary with root cause analysis • Response time performance vs. targets • Credit calculations if applicable • Planned improvements for the next period

12. Exclusions

This SLA does not cover: (a) scheduled maintenance, (b) client-side network issues, (c) third-party service outages, (d) force majeure events, (e) DDoS attacks exceeding our mitigation capacity, (f) beta or preview features.

Questions about this service level agreement? Contact us.

Document Version History

3.0

January 1, 2026

Major update: Added CNDP alignment, expanded data breach procedures, SLA formalization.

2.1

July 15, 2025

Minor update: Updated sub-processor list, clarified cookie retention periods.

2.0

January 1, 2025

GDPR alignment update, added accessibility statement, expanded privacy rights.

1.0

June 1, 2024

Initial publication of all legal documents.

Language Notice

This document is available in English, French, and Arabic. In the event of any discrepancy between language versions, the French version shall prevail for Moroccan operations, and the English version for international operations. Translations are provided for convenience only.

Applicability by Brand

CloudLink: Additional enterprise SLA terms may apply for dedicated infrastructure clients.

Toutsuite: Moroccan fiscal compliance addendum applies to all ERP clients.

Twily: Legal service retainer agreements supersede general terms where applicable.

Jungle: Web development project terms are governed by individual SOWs.

Sure: Marketplace terms of sale apply between buyers and vendors independently.

Jurisdiction & Governing Law

Morocco

Law 09-08 (Data Protection), Code de Commerce

Casablanca Commercial Court

European Union

GDPR (Regulation 2016/679)

Local competent court per consumer domicile

United States

CCPA, State consumer protection laws

State of Delaware courts