Service Level Agreement

1. INTRODUCTION AND SCOPE

1.1. Purpose and Nature of the Agreement. This Service Level Agreement (“SLA”) describes the performance targets that TokenSMM LLP (the “Company”, “we”) strives to achieve in providing our services (the “Service”) on the website SmmPanelUS.com and all its associated subdomains (the “Sites”), except blog.smmpanelus.com and its associated subdomains, which are governed by their own separate policies. This document is for informational purposes only, is not a guarantee of performance, and establishes a strictly limited procedure for obtaining conditional compensation in the form of service credits in the rare event of a significant performance degradation. This SLA is a gesture of goodwill and does not create any financial or legal obligations other than those expressly stated in this text.

1.2. Status of the Document and Supremacy of the ToS. This SLA is a supplement to our Terms of Service. In the event of any conflict between this SLA and the Terms of Service, the provisions of the Terms of Service shall prevail.

1.3. Limited Scope. This SLA applies exclusively to:

• The complete and continuous unavailability of our Sites (including SmmPanelUS.com and all its subdomains), except blog.smmpanelus.com and its associated subdomains, and, consequently, the inability to use the Service.
• The First Response Time of the Support Service to initial, correctly submitted requests.

1.4. Express Exclusions from Scope. This SLA strictly does not apply to:

• The speed of execution, delays, or completion of Orders.
• The quality, stability, or characteristics of the services provided.
• Possible metric drops after Orders are completed.
• Partial or temporary non-functionality of individual features of the Service (e.g., API, specific pages, or tools).
• Any performance aspects directly or indirectly related to the operation of third-party providers and social media algorithms.

1.5. Sole and Exclusive Remedy. The User’s sole and exclusive remedy in the event of our failure to meet the target indicators is to receive service credits in accordance with Section 4. By using the Service, you unconditionally waive any other claims and forms of compensation (financial, reputational, or otherwise) that may arise in connection with the performance of the Service. This SLA does not apply to users of free or trial versions of the Service, nor to balances topped up with bonus funds.

2. DEFINITIONS

• Downtime: A continuous period of time of at least 5 (five) consecutive minutes during which 100% of users are unable to access the main page and control panel of the Service via the HTTP/HTTPS protocol. The unavailability must be confirmed simultaneously by several independent monitoring systems from different geographical locations. Partial unavailability, slowdowns, API errors, problems with loading individual elements, or the non-operation of individual features is not considered Downtime.
• Maintenance: Any periods of time during which we perform updates, fixes, or technical work. This includes both Scheduled Maintenance and Emergency Maintenance (which may be carried out without prior Notice). Periods of Maintenance, as well as any work carried out by our upstream providers (hosting, network), are not considered Downtime.
• Business Hours: Monday to Friday, from 10:00 to 17:00 Greenwich Mean Time (GMT), excluding all official public and bank holidays in the United Kingdom.
• First Response Time: The period of time between the User creating a correctly submitted ticket and the provision of the first response from our specialist or automated system. The first response may consist of an automatic confirmation of receipt of the request with a ticket number assigned. The performance of this action is considered in compliance with the SLA. The time to full resolution of the issue, as well as the time for subsequent responses, is not governed by this SLA.

3. SERVICE LEVEL OBJECTIVES

3.1. Platform Availability.

• Target Level: We aim to maintain Platform availability at 99.0% during each calendar month.

3.2. Support Service First Response Time.

• Target Level: We aim to provide a First Response Time for tickets in the Support System within the following timeframes:
  • High Priority Tickets (related exclusively to problems with balance top-ups): up to 3 Business Days.
  • Standard Priority Tickets (all other issues): up to 7 Business Days.
• Applicability and Management Conditions:
  • Start of Countdown: The response timer starts only if the ticket is created in the correct category, contains comprehensive information about the problem (including logs, screenshots, and a step-by-step description), is not a duplicate, and does not contain abusive language. If a ticket is created outside of Business Hours, the countdown begins at 10:00 GMT on the next Business Day. If the ticket lacks necessary information, the SLA timer is paused until it is provided.
  • Right to Reclassify: The Company reserves the sole and final right to determine the priority of a ticket, regardless of the choice made by the User. If we deem that a ticket does not relate to balance top-up issues, it will be reclassified as “standard,” and the corresponding time frame will be applied.

4. COMPENSATION (SERVICE CREDITS)

In the event of our failure to meet the target indicators and provided that none of the exclusions in Section 6 apply, you may request compensation in the form of service credits.

4.1. Compensation for Platform Unavailability.

Actual Availability	Compensation Amount (% of top-ups for the month)
98.0% – 98.99%	1%
95.0% – 97.99%	2%
Less than 95.0%	3%

The maximum compensation amount for unavailability in any calendar month cannot exceed 3% of your top-ups for that month, and is no more than $10.00.

4.2. Compensation for Support Response Delay. If we breach the target First Response Time for your tickets ten (10) or more times within a single calendar month, you are entitled to receive a one-time service credit of $1.00.

5. COMPENSATION REQUEST PROCEDURE

To receive compensation, the User must strictly and without deviation follow this procedure:

• Create a ticket in the Support System with the subject “SLA Compensation Request”.
• Submit the request within 24 hours of the end of the month in which the alleged breach occurred. Requests submitted later will not be considered under any circumstances.
• In the ticket, provide comprehensive and indisputable evidence: exact dates and times of the alleged Downtime with logs from an independent monitoring service (e.g., UptimeRobot) or the ticket numbers with the breached response times.
• Failure to comply with any of these conditions will automatically and irrevocably void the right to receive compensation.

We will review your request within 14 working business days. Our decision, based on data from our monitoring systems, is final and not subject to appeal. Service credits cannot be withdrawn or exchanged for cash.

6. SLA EXCLUSIONS

This SLA and any compensation obligations do not apply in any of the following cases:

• Any Maintenance (scheduled or emergency).
• Force Majeure events, as defined in our Terms of Service.
• Problems caused by the User’s actions or omissions, including breaches of the AUP, incorrect API settings, errors in requests, and spam in the ticket system.
• Problems caused by third-party providers, including but not limited to: failures in the operation of social networks, APIs, payment systems, DNS providers, backbone internet providers, as well as failures in cloud infrastructure.
• Any malicious attacks, including DDoS attacks, hacking, virus attacks, and other third-party actions.
• Problems related to the User’s hardware, software, or network connection.
• Periods of performance degradation or partial non-functionality of features.
• Any problems caused by changes in the operation of third-party platforms (e.g., Telegram API updates).
• Any events that, in our sole and final discretion, are beyond our reasonable control.

7. CHANGES TO THE SLA

We reserve the right to make changes to this Agreement at any time without prior Notice. Changes take effect immediately upon their publication on this page. Your continued use of the Service constitutes your acceptance of the updated terms and conditions.