Service Level Agreement (SLA)

1. Scope of Services

Desktop software and online platform

ChurchBooks3 Desktop for Windows

ChurchBooks3 Online at app.churchbooks3.com

2. Service Availability (Uptime)

Online Services

99.5% uptime guarantee for cloud platform

Scheduled Maintenance

Planned maintenance windows with advance notice

3. Support Services

Support Channels

Email support at churchbooks3.5@gmail.com

Support Hours

Monday through Friday, 9 AM - 5 PM EST

Response Time Targets

Critical issues within 4 hours

Standard inquiries within 24 hours

Feature requests reviewed monthly

4. Customer Responsibilities

Data backup and system maintenance

5. Data Security & Privacy

Encryption and secure data handling

Desktop data stored locally on your computer

Online data protected with SSL encryption

No third-party data sharing

6. Backup and Data Recovery

Automated and manual backup options

7. Service Credits

Credits for unplanned downtime exceeding SLA

8. Exclusions

9. Limitation of Liability

10. Term and Termination

Agreement duration and cancellation policy

11. Modifications

12. Governing Law

State of North Carolina

13. Acceptance