This Service Level Agreement (SLA) outlines the terms and conditions governing the relationship between Procufly Ltd (“Reseller”) and its customers (“Customers”) with respect to the resale of software products (“Software”).

1. Definitions

• Reseller: Procufly Ltd, a company engaged in the resale of Software.
• Customer: Any individual or entity purchasing Software from Reseller.
• Software: Any software product resold by Reseller to Customer.
• Support: Technical assistance and customer service provided by Reseller to Customer in connection with the Software.
• Business Hours: Monday to Friday, 9:00 AM to 5:00 PM, excluding public holidays.
• Uptime: The percentage of time during which the Software is available for use by Customer.
• Downtime: Any period during which the Software is unavailable for use by Customer.

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2. Service Levels

• Uptime: Reseller will not be liable for Uptime issues or compensation of software we resell, but we aim to keep our clients informed of upcoming downtime.
• Support: Reseller will provide Support to Customer during Business Hours via email and telephone. Reseller will respond to Support requests within 5 business hours, during Business Hours.
• Software Delivery: Reseller will deliver the Software to Customer within 48 hours of receiving payment from Customer

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3. Exclusions from Service Levels

The following are excluded from the Service Levels:

• Downtime caused by scheduled maintenance. Reseller will aim to provide Customer with at least 24 hours notice of any scheduled maintenance.
• Downtime caused by factors outside of Reseller’s control, such as internet outages, natural disasters, or acts of third parties.
• Issues caused by Customer’s misuse or modification of the Software.
• Issues caused by Customer’s hardware or software environment.

4. Limitation of Liability

To the maximum extent permitted by law, Reseller will not be liable to Customer for any indirect, incidental, special, consequential, or punitive damages, including lost profits, lost data, or business interruption, arising out of or in connection with this SLA or the resale of Software, even if Reseller has been advised of the possibility of such damages.  

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5. Termination

Either party may terminate this SLA at any time by providing 30 days written notice to the other party.

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6. Modifications

Reseller reserves the right to modify this SLA at any time. Any modifications will be effective upon posting on Reseller’s website.

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7. Governing Law

This SLA will be governed by and construed in accordance with the laws of Cyprus

Effective Date: 09/09/2024