Service Level Agreement (SLA) for 1MFreeApps

Our Service Level Agreement (SLA) sets forth the commitments made by 1MFreeApps ("Provider") to ensure the availability and reliability of the 1MFreeApps.com ("Service"). This SLA is intended to define the level of service that customers can expect, including uptime guarantees, support response times, and maintenance procedures.

Definitions

• Service: The software-as-a-service product provided by 1MFreeApps.
• Uptime: The percentage of time the Service is available and operational, excluding scheduled maintenance and factors beyond 1MFreeApps's control.
• Downtime: Periods during which the Service is not available or operational, excluding scheduled maintenance and external factors.
• Support Response Time: The time taken to respond to a customer's support request.
• External Factors: Issues originating from cloud service providers such as Amazon Web Services (AWS), Microsoft Azure, and Google Cloud, or any third-party service provider upon which the Service depends.

Uptime Guarantee

3.1. Uptime Commitment

1MFreeApps commits to providing a monthly uptime percentage of 99.9% or higher for the Service. This uptime percentage is measured over a calendar month and is calculated as follows:
Uptime Percentage=Total Time−Downtime (divided by) Total Time x 100

Uptime Percentage Calculation
Uptime Percentage=	Total Time−Downtime x 100 Total Time

3.2. Calculation of Downtime

Downtime is defined as the period when the Service is unavailable for use due to failures on 1MFreeApps's part, including maintenance that is not scheduled or communicated in advance. Downtime due to issues originating from external factors, such as outages from AWS, Azure, or Google Cloud, will be excluded from the uptime calculation.

3.3. Calculation of Downtime

The following are excluded from the uptime calculations:

• Scheduled maintenance (with prior notice).
• Downtime caused by external factors beyond 1MFreeApps’s control (e.g., AWS, Azure, Google Cloud outages).
• Customer-induced issues or misuse of the Service.
• Force Majeure events including but not limited to natural disasters, war, or terrorism.
• External Factors: Issues originating from cloud service providers such as Amazon Web Services (AWS), Microsoft Azure, and Google Cloud, or any third-party service provider upon which the Service depends.

4. Support and Response Times

4.1. Support Hours

Support is available via the following channels:

• Email: support@1mfreeapps.com (24x7)
• Phone: 678-653-3819 (8 am - 8 pm EST)

4.2. Response Times

• Critical Issues (Service Down): Within 1 hour
• High Priority Issues (Major Functionality Impacted): Within 4 hours
• Medium Priority Issues (Minor Functionality Impacted): Within 1 business day
• Low Priority Issues (General Inquiries or Non-Critical Issues): Within 2 business days

5. Scheduled Maintenance

5.1. Planned Maintenance

1MFreeApps will perform regular maintenance to ensure the Service's performance and security. Scheduled maintenance will be communicated to customers at least 24 hours in advance via email and/or the support portal. Maintenance will be scheduled during off-peak hours to minimize impact.

6. Service Credits

6.1. Credit Eligibility

If 1MFreeApps fails to meet the 99.9% uptime commitment within a given month, customers are eligible for service credits as follows:

Uptime Percentage	Service Credit
99.0% - 99.8%	5 Ride Credits
98.0% - 98.9%	10 Ride Credits
Below 98.0%	25 Ride Credits

6.2. Credit Request

To request a service credit, customers must submit a request via email to support@1mfreeapps.com within 30 days of the end of the month in which the SLA breach occurred. The request must include details of the downtime and how it affects the service.

7. Liability

7.1. Limitation of Liability

1MFreeApps's liability for any claims related to the Service is limited to the amount paid by the customer for the Service for the affected month. 1MFreeApps is not liable for any indirect, incidental, or consequential damages.

8. Agreement Changes

8.1. Modifications

1MFreeApps reserves the right to modify this SLA at any time. Any changes will be communicated to customers with at least 30 days' notice via email and/or the support portal.

9. Contact Information

For any questions or concerns regarding this SLA, please contact:

• Email: support@1mfreeapps.com (24x7)
• Phone: 678-653-3819 (8 am - 8 pm EST)