Service Level Agreement (SLA)

• Define measurable service performance standards to ensure client satisfaction across all engagements.
• Foster a transparent and professional relationship between Ahmed Mo Kireldin and his clients.
• Provide a structured process for issue resolution, performance measurement, and accountability.

The primary goal of this agreement is to establish a clear understanding of service levels, responsibilities, and mutual expectations between Ahmed Mo Kireldin and his clients.

This agreement applies to all services provided by Ahmed Mo Kireldin, including but not limited to:

• Availability — Ensuring systems and deliverables are accessible as agreed.
• Security — Protecting client data and automation systems.
• Performance — Meeting agreed KPIs and delivery timelines.
• Support — Providing timely assistance for all service-related issues.
• Maintenance — Keeping automation systems and integrations up to date.

• Service Delivery — Ensure all automation systems, data deliverables, and training materials are delivered on time and to the agreed specification.
• System Maintenance — Perform regular maintenance and updates to keep automation workflows efficient and secure.
• Data Security — Implement and maintain robust security measures to protect all client data and automation credentials.
• Client Support — Provide responsive support via WhatsApp, email, and the client portal for any queries or issues.
• Performance Monitoring — Continuously monitor system performance to ensure compliance with agreed service standards.
• Issue Resolution — Address and resolve service-related problems promptly according to the priority schedule defined in Section 6.

• Pay all invoices within 7 days of the invoice date.
• Maintain a stable internet connection for accessing automation systems and training platforms.
• Use all software and systems in accordance with provided documentation and training sessions.
• Report issues promptly with a clear description and relevant logs or screenshots.
• Ensure appropriate client representatives are available during incident resolution or service requests.

Issue Priority & Resolution Times

• Scheduled Maintenance — Clients will be notified 3–7 days in advance of any planned maintenance windows that may affect service availability.
• Emergency Maintenance — In the event of urgent maintenance (e.g., security patches), clients will be notified as soon as possible, typically within 1 hour of the decision.
• System Updates — All automation workflows, integrations, and tools are updated regularly. Clients on retainer plans receive free updates for the duration of their subscription.

The following are explicitly excluded from this Service Level Agreement:

• Third-party platform outages (Meta, WhatsApp, n8n, Make.com, SendPulse, HubSpot, Apollo.io, etc.)
• Free trial or demo versions of any software or service.
• Issues caused by client modifications to delivered systems without prior approval.
• Force majeure events including natural disasters, acts of war, or government-imposed restrictions.
• Internet connectivity issues on the client's side.

• This agreement is reviewed annually or whenever significant service changes occur.
• Clients will be notified of any amendments at least 7 days in advance via WhatsApp or email.
• Continued use of services after the notification period constitutes acceptance of the revised terms.

This agreement remains in effect for the duration of the active client engagement or subscription.

• Violation of these terms by either party may result in immediate termination of the agreement.
• Upon termination, the client retains ownership of all deliverables that have been fully paid for.