Service Level Agreement (SLA) – 12-Month Subscription
This Service Level Agreement (“Agreement”) is made between PBrain Pte. Ltd. (“PBrain”) and the undersigned company (“Client”), collectively referred to as the “Parties.”
1. Purpose
The purpose of this Agreement is to define the terms and conditions of the 12-month paid subscription to PBrain ConversionEngine (the “Service”).
2. Term & Fees
The subscription term shall be twelve (12) consecutive months commencing from the activation date (“Subscription Term”).
Subscription fees are payable in full, upfront for the 12-month term.
Fees are non-refundable, except as otherwise provided in this Agreement.
3. Service Commitment
During the Subscription Term, PBrain will:
Provide access to the ConversionEngine system.
Process up to 500 inbound conversations per month (or other agreed usage limit).
Maintain availability of the Service at 99% uptime, excluding planned maintenance.
Provide ongoing technical support and system guidance throughout the Subscription Term.
4. PBrain’s Responsibilities
As part of the Subscription setup, PBrain will:
Provide access to the ConversionEngine system and configure it for the Client’s use.
Guide the Client through the process of obtaining a new phone line/SIM card for inbound communications.
Support the Client with instructions and technical guidance to complete Meta (WhatsApp Business API) verification and system onboarding.
5. Client’s Responsibilities
The Client agrees to:
Obtain and maintain a new phone line/SIM card, which will serve as the primary number managed within PBrain’s system.
Point all inbound communications (including those from advertising, web channels, and social media) to this new number.
Complete the required steps for Meta verification of the WhatsApp Business API, with guidance from PBrain.
Cooperate with PBrain in providing any documents or authorizations necessary for setup and verification.
6. Data Protection
All customer data and conversations remain the property of the Client.
PBrain will process data solely for the purpose of operating the Service and in compliance with applicable data protection regulations.
At the end of the Subscription Term, the Client may request export or deletion of data, provided all outstanding fees have been paid.
7. Renewal & Termination
This Agreement shall automatically expire at the end of the 12-month Subscription Term, unless renewed by mutual agreement.
Renewal requires advance payment for the following 12-month term.
Either Party may terminate this Agreement in the event of a material breach that is not cured within 30 days of written notice.
8. Limitations
The Service is provided with the commitments specified in this Agreement.
PBrain is not liable for any indirect, incidental, or consequential damages arising from the Client’s use of the Service.
9. Governing Law
This Agreement shall be governed by the principles of international commercial law, including the United Nations Convention on Contracts for the International Sale of Goods (CISG) where applicable.
Signed electronically by submission of this form:
Full Name & Designation
Company Name
Company Registration / Incorporation Number
Registered Address