Service Level Agreement (SLA) for Musculo
Effective Date: 15 December 2024

1. Introduction
This Service Level Agreement ("SLA") is a contract between Musculo ("Provider") and the users of the Musculo App ("Customer") that outlines the quality, availability, and responsibilities associated with the services provided by the Provider. This SLA establishes the agreed-upon standards, metrics, and procedures to ensure consistent service delivery and manage customer expectations.

2. Definitions
•    Provider: Musculo, the entity responsible for delivering the services outlined in this SLA.
•    Customer: The individual or entity using the services provided by the Provider through the Musculo App.
•    Services: The services provided by the Musculo App, including but not limited to:
o    Access to workout or programs.
o    Subscription-based services.
o    In-app tools for buying and selling workout-related content.
•    Performance Metrics: The standards used to measure the quality and availability of the services as outlined in Section 4.
•    Service Level Targets: The desired levels of performance for each metric defined in Section 5.
•    Service Credits: Remedies provided to the Customer in the event of service failures, as detailed in Section 6.

3. Services
The services covered under this SLA include:
1.    Subscription Services: Monthly and premium creator plans.
2.    Marketplace Services: Enabling customers to buy/sell workout or programs.
3.    Customer Support: Assistance with technical issues, refund requests, and troubleshooting.

4. Performance Metrics
The following metrics will be used to measure the performance of the services:
1.    Availability/Uptime Percentage: Percentage of time during which the Musculo App is accessible to users.
2.    Response Time: Time taken by Musculo to respond to customer support inquiries.
3.    Resolution Time: Time taken to resolve issues reported by customers.
4.    Service Reliability: Frequency and duration of interruptions to services.
5.    Customer Satisfaction: User feedback on service quality.

5. Service Level Targets
Musculo aims to achieve the following targets for its services:
1.    Availability/Uptime Percentage: 99% monthly uptime.
2.    Response Time: Initial response within 24 hours of a user’s inquiry.
3.    Resolution Time: Resolution of reported issues within 72 hours.
4.    Service Reliability: Fewer than 2 service interruptions per month.
5.    Customer Satisfaction: Maintain an average satisfaction rating of 4 out of 5 stars.

6. Service Credits
In the event that the Provider fails to meet the service level targets, the Customer may be eligible for the following remedies:
1.    Availability/Uptime Percentage: A 5% credit of monthly subscription fees for each full percentage point below the target uptime.
2.    Response Time: A 10% credit of monthly subscription fees for response delays exceeding the target timeframe.
3.    Resolution Time: A 10% credit of monthly subscription fees for delays in resolving issues beyond the specified target timeframe.

7. Reporting and Monitoring
The Provider will monitor and report on performance metrics on a monthly basis. Performance reports will be available to Customers upon request.

8. Issue Resolution
The Provider will adhere to the following process for resolving issues:
1.    Users can report issues via the in-app Feedback section - Company button or email support at musculo.program@gmail.com.
2.    Issues will be categorized and prioritized based on impact and severity.
3.    Escalations will follow an internal hierarchy to ensure prompt resolution.

9. Termination
Either party may terminate this SLA with a 30-day written notice if the other party fails to remedy a material breach of the agreement within the specified timeframe.

10. Review and Revision
This SLA will be subject to review on a biannual basis and may be updated to reflect changes in business requirements, service offerings, or performance metrics.

11. Governing Law
This SLA shall be governed by and construed in accordance with the laws of Slovakia. Any disputes arising from or in connection with this SLA shall be resolved through mutual negotiation or mediation.

12. Signatures
This SLA is effective upon acceptance by the Customer through their use of the Musculo App.
Musculo Representative
Name: [Name]
Signature: _____________________
Date: __________________________
Customer
Name: _________________________
Signature: _____________________
Date: __________________________