This Service Level Agreement (SLA) is entered into by and between Web3 Leaders INC (hereinafter referred to as "Provider") and customer registered and accepted this aggrement on https://yesbilling.eu/ (hereinafter referred to as "Customer") collectively referred to as the "Parties."

1.1. Virtual Servers:
Provider agrees to make virtual server services available to the Customer with a minimum uptime of 99.9%, excluding scheduled maintenance.
1.2. VPN Service:
Provider agrees to make the VPN service available to the Customer with a minimum uptime of 99.9%, excluding scheduled maintenance.
1.3. Dedicated Servers:
Provider agrees to provide rental of dedicated servers to the Customer with a minimum uptime of 99.9%, excluding scheduled maintenance.
1.4. Private Cloud:
Provider agrees to make the private cloud service available to the Customer with a minimum uptime of 99.9%, excluding scheduled maintenance.
1.5. Provider will notify the Customer in advance of any scheduled maintenance that may result in service interruptions.
1.6. In the event of service unavailability exceeding the agreed uptime percentage, the Provider will credit the Customer's account as follows:
Uptime below 99.9% but equal to or greater than 99.0%: 5% credit of the monthly fee for the affected service.
Uptime below 99.0% but equal to or greater than 95.0%: 10% credit of the monthly fee for the affected service.
Uptime below 95.0%: 25% credit of the monthly fee for the affected service.

2.1. Provider will provide technical support to the Customer via email, live chat, or ticketing system.
2.2. Provider will respond to support requests within [1] hour (e.g., 24 hours) during regular business hours [10:00 - 20.00 GMT+2].
2.3. Provider will assign priority levels to support requests based on the severity of the issue. The response and resolution times will be as follows:
Critical (Priority 1): Response within [1] hour, and resolution within [1] hour.
High (Priority 2): Response within [1] hour, and resolution within [2] hours.
Medium (Priority 3): Response within [4] hours, and resolution within [4] hours.
Low (Priority 4): Response within [8] hours, and resolution within [12] hours.

3.1. Provider will implement reasonable security measures to protect Customer's data against unauthorized access or loss.
3.2. Provider will perform regular backups of Customer's data according to the agreed backup schedule in services, where there are such option.
3.3. In the event of data loss caused by the Provider, reasonable efforts will be made to restore the data from the latest backup available.

4.1. Provider will maintain the infrastructure and network necessary to support the services provided.
4.2. Provider will monitor the network and infrastructure for potential issues and will take prompt action to resolve any detected problems.

5.1. Provider reserves the right to upgrade or modify the infrastructure to improve performance or security.
5.2. Provider will make reasonable efforts to minimize service disruptions during upgrades or changes and will provide advance notice to the Customer whenever possible.

6.1. Provider shall not be liable for any damages, loss of profits, or other losses incurred by the Customer resulting from service interruptions or delays, except as specifically provided in this SLA.
6.2. Provider shall not be liable for any damages resulting from unauthorized access to Customer's data or systems, unless caused by the Provider's negligence or willful misconduct.

7.1. Either party may terminate this agreement with a written notice of [30] days (e.g., 30 days) to the other party.
7.2. In case of termination of services ordered in https://yesbilling.eu/ by Customer this agreement stops.