This contract is made between the two parties whose complete details are specified in the attached contracting form, referred to herein as "Party One" (Service Provider) and "Party Two" (Client), collectively referred to as "the Parties". In accordance with the provisions of the Egyptian Civil Law No. 131 of 1948, the Commercial Law No. 17 of 1999, the Personal Data Protection Law No. 151 of 2020, the Electronic Commerce Law No. 15 of 2022, the Anti-Cyber Crime Law No. 175 of 2018, and the applicable laws and regulations in the Arab Republic of Egypt, this agreement aims to define the service level standards between Party One (Service Provider) and Party Two (Client), where the Service Provider commits to delivering the service according to specified and measurable performance standards (such as uptime, response time, resolution time, and performance quality), along with the mechanisms for monitoring and evaluation, and compensations in the event of non-compliance with these standards, all within a framework of transparency and adherence to the highest standards of service quality and the laws governing the Arab Republic of Egypt. The parties have agreed to the following:

Article (1) Definitions of the Agreement
1- The terms and phrases listed below - wherever they appear in this agreement - shall have the meanings assigned to each, unless the context requires otherwise:
2- The Agreement: refers to this Service Level Agreement in its entirety, along with its clauses and annexes, and its introduction forms an integral part thereof.
3- Service Provider: Party One in this agreement, being the natural or legal person who commits to providing the service to the Client according to the specified performance standards.
4- Client: Party Two in this agreement, being the natural or legal person who benefits from the service and has the right to monitor the performance of the Service Provider and claim compensation in the event of non-compliance.
5- Service: the service subject to this agreement, as detailed in Annex (1) of this agreement.
6- Uptime: the percentage of time that the service is available and usable by the Client, calculated on a monthly (or annual, as agreed) basis.
7- Downtime: the period when the service is unavailable or unusable by the Client, measured in minutes or hours.
8- Response Time: the time taken by the Service Provider to respond to technical support requests from the Client, measured from the time of the request until the initial response time.
9- Resolution Time: the time taken by the Service Provider to resolve the technical issue reported by the Client completely, measured from the time of the request until the issue is resolved.
10- Incident: any interruption in service, malfunction, technical problem, or any other event that adversely affects the performance or availability of the service.
11- Severity Level: classification of incidents according to their severity and impact on the Client, used to determine the priority of response and resolution.
12- Periodic Report: the report provided by the Service Provider to the Client periodically, detailing the performance of the service compared to the agreed service level standards.
13- Measurement Period: the period during which the performance of the service is measured (monthly, quarterly, annually).
14- Critical Services: services whose interruption significantly impacts the Client's operations and require top priority for restoration.
15- Related Parties: includes subsidiaries, parent companies, sister companies, as well as directors, employees, contractors, consultants, agents, and representatives.

Article (2) Subject of the Agreement and Service Scope
1- First: the service subject to the agreement:
2- This agreement applies to the following services provided by the Service Provider to the Client, as detailed in Annex (1) of this agreement:
3-  :  
4-  :  
5-  :  
6- Second: Scope of the Agreement:
7- This agreement defines the performance and quality standards for the above-mentioned services.
8- This agreement does not include any other services not mentioned in Annex (1) of this agreement.
9- In case of a conflict between the provisions of this agreement and any other agreement between the Parties (such as the main Service Agreement), the provisions of this agreement shall prevail regarding service level standards and compensations.
10- Third: Exceptions to the Agreement:
11- The service level standards do not apply to the following cases:
12- Scheduled maintenance periods announced in advance.
13- Interruptions due to force majeure.
14- Interruptions resulting from Client actions (such as their modifications, or misuse of the service).
15- Interruptions caused by infrastructure issues of the Client (networks, devices) that are not the responsibility of the Service Provider.
16- Interruptions resulting from external services or suppliers that are not under the control of the Service Provider.

Article (3) Duration of the Agreement
1- This agreement is concluded for a duration of  , starting from the date  , and ending on  .