1. Introduction

This Service Level Agreement (SLA) defines the service standards that Almar ("Company", "we", "us") commits to providing to its clients ("Client", "Clients") for all digital services offered through almg.com.eg and pay.almg.com.eg. This agreement is governed by Egyptian laws, particularly the Personal Data Protection Law No. 151 of 2020.

2. Scope of Agreement

This SLA covers the following services:

• Website Design, Development, and Hosting
• Electronic Payment Solutions
• Technical Support and Maintenance
• Data Management and Security
• API Integration Services

3. Service Availability (Uptime)

• Almar guarantees a monthly uptime of no less than 99.5%.
• Force majeure events and scheduled maintenance windows are excluded.

4. Scheduled Maintenance

• Clients will be notified 48 hours before maintenance.
• Maintenance will be conducted outside business hours (11:00 PM – 5:00 AM).

5. Emergency Maintenance

• Emergency maintenance may be performed without prior notice for critical issues.

6. Technical Support

• Email Support: 24/7.
• Initial response time: within 2-4 business hours.
• Critical Incident Escalation: within 1 hour.

7. Performance Standards

• Website page load times will not exceed 3 seconds under optimal conditions.
• Continuous monitoring is in place.

8. Data Backup

• Daily backups are retained for 14 days.
• Data recovery within 24 hours upon request.

9. Data Security

• Data is encrypted during transit and storage (SSL/TLS & AES-256).
• Periodic penetration testing is conducted.

10. Incident Management

• All incidents will be tracked until resolution.
• Critical incident reports will be shared with clients.

11. Limitation of Liability

• Almar is not responsible for disruptions caused by client misuse.
• Third-party service failures are excluded from liability.

12. Service Credits (Compensation)

• 1% service credit for each hour exceeding agreed uptime SLA.
• Maximum credits shall not exceed 50% of the monthly fee.

13. Acceptable Use Policy

• Services must be used for lawful purposes only.

14. Intellectual Property Rights

• All software and systems remain the intellectual property of Almar.

15. System Updates

• Routine system updates are free of charge.

16. Cybersecurity Standards

• Almar complies with ISO 27001 cybersecurity standards.

17. Disaster Recovery Backup

• Offsite backups are maintained for disaster recovery purposes.

18. Disaster Response Plan

• A disaster recovery plan is activated within 2 hours of major incidents.

19. Account Security

• Clients are responsible for securing their account credentials.

20. API Usage

• API access is provided under strict security protocols.

21. Amendments

• Clients will be notified at least 30 days prior to any SLA changes.

22. Client Termination

• Clients may terminate services with 15 days’ notice.

23. Company Termination

• Almar may terminate agreements for SLA violations.

24. Refund Policy

• Refunds are subject to Almar's official Refund Policy.

25. Confidentiality

• All client data is treated as confidential.

26. Data Access

• Support staff access client data strictly for support needs.

27. Data Transfer Policy

• Data will not be shared with third parties without client consent.

28. Fair Usage Policy

• Resources are subject to fair usage monitoring to prevent abuse.

29. Late Payment Fees

• 5% late fee applies after 7 days overdue.

30. Customization Fees

• Custom development requests are billed separately.

31. Payment Reminders

• Clients receive payment reminders 7 days before due date.

32. Dispute Resolution

• All disputes will undergo a 15-day amicable resolution period before legal escalation.

33. Service Scope Limitations

• SLA applies only to core services; additional services require separate agreements.

34. Annual SLA Review

• The SLA will be reviewed annually in alignment with client needs.

35. Performance Reports

• Monthly reports will be provided to clients.

36. Emergency Procedures

• Clients will be provided with documented emergency procedures.

37. Content Ownership

• Clients retain full ownership of their content and data.

38. DDoS Protection

• Basic DDoS mitigation measures are in place to protect services.

39. Technical Limitations

• Some services may have technical limitations, which will be communicated clearly to clients.

40. Client Responsibilities

• Clients must maintain accurate contact information.

41. Billing & Taxes

• All prices exclude applicable taxes unless otherwise stated.

42. Official Communication

• The registered email address will be the primary channel for official correspondence.

43. Support Limitations

• Support does not include custom coding unless explicitly agreed upon.

44. Security-Related Suspension

• Services may be suspended temporarily to address critical security threats.

45. Internal Data Use

• Client data may be used internally to improve service quality.

46. Legal Data Requests

• Almar will comply with data requests from legal or regulatory authorities as per Egyptian law.

47. Non-Transferability

• This SLA is non-transferable without prior written consent from Almar.

48. Data Transfer Limits

• Data transfer is subject to the client’s subscribed plan limits.

49. Legal Compliance

• All services provided comply with Egyptian digital and e-commerce laws.

50. Jurisdiction

• All disputes are subject to the exclusive jurisdiction of the Cairo Economic Courts.