1. Introduction and Scope

This Service Level Agreement ("SLA") describes the availability, performance, support, and maintenance commitments that NewsPro ("NewsPro," "we," "us," or "our") makes to subscribers of paid plans. This SLA is part of, and incorporated into, our Terms of Service.

This SLA applies to:

• The NewsPro customer dashboard at customer.newspro.io
• Sites hosted on our platform (your yoursite.newspro.io subdomain and any connected custom domain)
• The NewsPro REST API
• Platform infrastructure including media delivery, SSL termination, and database services

This SLA does not apply to: free trial accounts, accounts suspended for non-payment or AUP violations, third-party services integrated with your site (payment processors, AI providers, social media platforms, CDN providers), or service interruptions caused by your own actions.

2. Monthly Uptime Target

NewsPro targets the following monthly uptime for paid accounts:

Plan	Uptime Target	Max Monthly Downtime
Starter	99.5%	~3.6 hours
Professional	99.8%	~1.4 hours
Business	99.9%	~43 minutes

"Uptime" means the percentage of time during a calendar month that your site and dashboard are accessible and returning valid HTTP responses (2xx or 3xx), as measured from NewsPro's monitoring infrastructure.

2.1 What Counts as Downtime

Downtime is defined as a period of at least 5 consecutive minutes during which your site or dashboard returns HTTP 5xx errors or is completely unreachable from our monitoring nodes, due to a fault in NewsPro's infrastructure.

2.2 What Does NOT Count as Downtime

The following are excluded from downtime calculations:

• Scheduled maintenance windows — announced at least 24 hours in advance via email and/or in-dashboard notice, typically performed between 02:00–06:00 UTC
• DNS propagation delays when you connect or change a custom domain
• Third-party service failures — payment processors, AI providers, social media APIs, CDN providers, or other third-party integrations
• Factors outside NewsPro's reasonable control — DDoS attacks, upstream internet outages, BGP routing issues, datacenter power failures, natural disasters, government actions
• Issues caused by your configuration — custom code, incorrect DNS settings, expired SSL certificates on your custom domain, exceeding plan resource limits
• Free trial period access

3. Service Credits

If we fail to meet the monthly uptime target for your plan, you are eligible to request a service credit. Credits are calculated as a percentage of your monthly subscription fee:

Actual Monthly Uptime	Credit as % of Monthly Fee
Below target but ≥ 99.0%	10%
< 99.0% but ≥ 95.0%	25%
< 95.0%	50%

3.1 How to Request a Credit

To request a service credit:

1. Contact us at support@newspro.io with subject line "SLA Credit Request".
2. Include your account email, the affected calendar month, and a description of the downtime you experienced.
3. Submit your request within 15 days of the end of the affected month.

We will review your request within 5 business days and verify against our monitoring data. If valid, the credit will be applied to your next billing cycle.

3.2 Credit Limitations

• Credits are applied to future billing only — they are not cash refunds.
• Credits are limited to a maximum of 50% of your monthly subscription fee per month.
• Credits are the exclusive remedy for SLA failures — no additional compensation is available.
• Credits do not accumulate across months.
• Accounts in arrears are not eligible for credits.

4. Scheduled Maintenance

We perform routine maintenance to apply security patches, upgrade software, and improve performance. Our standard maintenance policy:

• Routine maintenance: Performed between 02:00–06:00 UTC on weekdays. Sites may be briefly unreachable (typically less than 5 minutes) during this window. We aim to provide at least 24 hours' notice via email or in-dashboard announcement.
• Emergency maintenance: Security-critical patches or infrastructure failures may require unscheduled maintenance at any time without prior notice. We will notify customers as soon as practicable.
• Major upgrades: Significant platform upgrades that require extended maintenance are announced at least 72 hours in advance and are scheduled during the lowest-traffic window.

Scheduled maintenance periods do not count toward downtime for SLA credit purposes.

5. Support Response Times

NewsPro provides support via email and our contact form. Response time targets by plan and priority:

Issue Priority	Starter	Professional	Business
Critical — Site completely down, security breach, data loss	8 hours	4 hours	2 hours
High — Major feature unavailable, payment issue, significant performance degradation	24 hours	12 hours	6 hours
Normal — Feature questions, configuration help, billing inquiries	72 hours	48 hours	24 hours
Low — Feature requests, general questions, feedback	5 days	3 days	2 days

Response time targets are measured in business hours (Sunday–Thursday, 09:00–18:00 IST). We aim to respond within these windows but cannot guarantee it in all cases due to volume fluctuations and holiday periods.

Support is provided in: English and Hebrew.

6. Data Backup and Recovery

NewsPro maintains the following backup practices:

• Database backups: Full database snapshots are taken daily. Backups are retained for 7 days on the Starter plan, 14 days on Professional, and 30 days on Business.
• Media file backups: Media files are stored with redundancy across multiple storage locations.
• Recovery time objective (RTO): In the event of a platform-wide data loss incident, we target restoration within 24 hours.
• Recovery point objective (RPO): In the worst case, you may lose up to 24 hours of data (the interval between backups).

Important: While we maintain backups for disaster recovery purposes, backups are not a substitute for your own content management practices. We recommend exporting your content periodically using the built-in backup feature in your dashboard. NewsPro's built-in backup tool allows you to download a full copy of your site's content at any time.

7. Performance Targets

In addition to uptime, we target the following performance benchmarks for sites hosted on our platform:

• Time to First Byte (TTFB): Under 500ms for cached pages under normal traffic conditions
• Page load time: Under 3 seconds for a typical article page on a standard connection (varies by template complexity and media volume)
• API response time: Under 500ms for standard read operations under normal load

Performance targets are not SLA commitments — they do not trigger service credits if not met. They are published as a statement of our performance goals and infrastructure investment.

8. Incident Communication

When a significant service disruption occurs:

• Detection: Our monitoring systems detect most issues within minutes. Critical issues trigger immediate alerts to our on-call engineering team.
• Initial communication: We will notify affected customers via email within 1 hour of identifying a significant incident.
• Updates: For incidents lasting longer than 1 hour, we will provide status updates at least every 2 hours.
• Post-incident report: For significant incidents (affecting multiple customers or lasting more than 1 hour), we will publish a post-incident report within 5 business days describing the root cause, impact, and steps taken to prevent recurrence.

9. Exclusions and Limitations

This SLA does not apply to and NewsPro is not responsible for:

• Service interruptions caused by your misuse of the platform or violations of our Terms of Service or Acceptable Use Policy
• Third-party services and integrations including payment processors, AI writing APIs, social media platforms, CDN providers, and any external service you connect to your site
• DNS resolution failures outside NewsPro's infrastructure (e.g., your domain registrar's DNS servers)
• Client-side issues including browser compatibility, internet connection quality, device performance
• Force majeure events including natural disasters, acts of war, government restrictions, and events genuinely outside NewsPro's control
• Beta features, experimental features, or features explicitly marked as "preview" or "early access"

10. SLA Changes

We may update this SLA from time to time. Changes will be announced via email at least 30 days before taking effect. If you do not agree to updated SLA terms, you may cancel your subscription before the new terms take effect and receive a pro-rated refund for the unused portion of your billing period.

11. Contact

For SLA-related inquiries, credit requests, or to report a service incident:

• Email: support@newspro.io
• Subject line: SLA Credit Request / Service Incident
• Contact form: newspro.io/contact