This Service Level Agreement (“SLA”) describes the service commitments provided by Quality Work (“the Service”, “we”, “us”) to the Customer (“Client”). This SLA forms part of the broader service relationship between the parties and outlines availability, support, and performance expectations.

1. Service Availability

We target a monthly uptime of 99.5% for the Quality Work platform, excluding:

• Scheduled maintenance windows
• Emergency maintenance required to address critical issues
• Outages caused by third‑party service providers
• Issues resulting from user devices, networks, or configurations

Scheduled maintenance will be announced in advance whenever possible.

2. Support Response Times

Support is available via email at support@qualitywork.app. We aim to respond to support requests within the following timeframes:

3. Backup & Recovery

To protect customer data, we maintain:

• Daily encrypted backups of core data
• Backup retention for thirty (30) days
• Disaster recovery procedures for critical incidents

Backup restoration is performed only in the event of a verified data loss incident.

4. Security Commitments

We maintain industry‑standard security controls to protect the Service and customer data, including:

• Encryption of data in transit (HTTPS/TLS)
• Secure cloud infrastructure with redundancy
• Role‑based access controls
• Audit logging and monitoring
• Regular security reviews and updates

5. Exclusions

This SLA does not apply to issues caused by:

• User device failures or misconfigurations
• Internet connectivity problems
• Third‑party system outages
• Unauthorized modifications or misuse of the Service

6. Changes to This SLA

We may update this SLA from time to time to reflect improvements in the Service or changes in operational requirements. When material changes occur, we will notify the Client through the App or by other reasonable means.