Service Level Agreement (SLA)

[⚠️ DRAFT — Figures marked "to be confirmed" are indicative targets pending final validation. This SLA forms part of the Terms of Sale.]

1. Scope

This Service Level Agreement (SLA) defines the availability and support commitments of Maroc SAAS for the lecrm.ma hosted CRM service for active paying subscribers.

2. Availability target

Maroc SAAS targets a monthly availability rate of 99.5% [⚠️ to be confirmed], measured over each calendar month, excluding scheduled maintenance windows.

Availability is calculated as: (total minutes − unavailable minutes) / total minutes × 100.

3. Scheduled maintenance

Scheduled maintenance operations (updates, migrations, infrastructure operations) are announced at least 48 hours in advance by email or in-app notification, and are carried out preferably during off-peak hours (nights or weekends, Morocco time). They are excluded from the availability calculation.

4. Support

Support is provided during Moroccan business hours (Monday to Friday, 9 AM – 6 PM):

• Email: contact@lecrm.ma — target response time: next business day
• WhatsApp: +212 618 012 579 — target response time for urgent issues: same business day

[⚠️ DRAFT — Response times by support tier to be specified in the final version.]

5. Incident reporting

To report a service incident, contact us at contact@lecrm.ma with a description of the issue, the time observed, and the affected features. We will acknowledge receipt and provide an update within one business day.

6. Exclusions

The availability commitment does not apply to outages caused by:

• Force majeure events (natural disasters, widespread internet outages, etc.)
• Issues on the subscriber's side (internet connection, browser, local configuration)
• Third-party service failures outside our control
• Scheduled maintenance windows announced in advance

7. Service credits

[⚠️ DRAFT — The service credit policy (compensation in case of availability shortfall) is under review and will be published in a future version of this SLA.]