Nivel de servicio Acuerdo
Última actualización: 7 marzo 2026
1. Disponibilidad del servicio
Mewayz commits to maintaining a monthly uptime target of 99.9% for all production services. Uptime is calculated as the total number of minutes in a calendar month minus the number of minutes of unscheduled downtime, divided by the total number of minutes in that month.
- Monthly uptime target: 99.9% (approximately 43 minutes of allowed downtime per month)
- El tiempo de actividad se mide por mes calendario
- Scheduled maintenance windows are excluded from uptime calculations
- Uptime applies to core platform services including the application, API, and dashboard
2. Mantenimiento Programado
Mewayz performs routine maintenance to ensure optimal performance, security, and reliability of our services. We are committed to minimizing disruption during these windows.
- Advance notice will be provided via email at least 48 hours before scheduled maintenance
- Maintenance is performed during low-traffic hours: UTC 02:00 - 06:00
- Emergency maintenance for critical security patches may be performed with shorter notice
- Scheduled maintenance windows are excluded from uptime calculations
- We aim to complete most maintenance within 30 minutes
3. Respuesta a incidentes
Mewayz classifies incidents by severity level and commits to the following response and resolution targets:
| Prioridad | Descripción | Tiempo de Respuesta | Objetivo de Resolución |
|---|---|---|---|
| P1 - Critical | Servicio completamente caído o inutilizable para todos los usuarios | < 1 hora | < 4 horas |
| P2 - Major | Degradación significativa de funciones que afecta a muchos usuarios | < 4 horas | < 24 horas |
| P3 - Minor | Problema menor con impacto limitado, solución disponible | < 24 horas | Mejor esfuerzo |
Response time is measured from the moment an incident is reported or detected by our monitoring systems to the first meaningful communication or action by our engineering team.
4. Créditos de servicio
If Mewayz fails to meet the monthly uptime target, eligible customers may request service credits as follows:
| Tiempo de Actividad Mensual | Crédito de servicio |
|---|---|
| 99.0% - 99.9% | 10% de la tarifa mensual |
| 95.0% - 99.0% | 25% de la tarifa mensual |
| Por debajo del 95.0% | 50% de la tarifa mensual |
- Service credits must be requested within 30 days of the end of the affected month
- Credits are applied to future invoices and are not refundable as cash
- Total credits for any single month shall not exceed 50% of the monthly fee for that month
- Credits apply only to paid plans; free-tier accounts are not eligible for service credits
- Para solicitar un crédito, envíe un correo electrónico [email protected] with your account details and the dates of the downtime experienced
5. Exclusiones
The uptime guarantee and service credits do not apply to downtime or performance issues caused by:
- Fuerza mayor: Natural disasters, acts of war, terrorism, pandemics, government actions, or other events beyond Mewayz's reasonable control
- Problemas Causados por el Cliente: Actions or inactions by the customer, including misconfiguration, excessive usage beyond plan limits, or violations of the Acceptable Use Policy
- Mantenimiento Programado: Pre-announced maintenance windows as described in Section 2 of this SLA
- Dependencias de Terceros: Outages or degradation of third-party services, internet service providers, DNS providers, payment processors, or other external dependencies
- Funciones Beta o de Vista Previa: Features or services explicitly marked as beta, preview, or experimental
6. Escucha
Mewayz employs comprehensive monitoring to ensure service reliability and rapid incident detection:
- 24/7 automated monitoring of all production systems, APIs, and infrastructure components
- Real-time alerting for anomalies, performance degradation, and outages
- Public status page available at mewayz.com/status for real-time service health information
- Customers can subscribe to status updates via email for proactive notifications
- Post-incident reports are published for major outages (P1 and P2 incidents)
7. Canales de Soporte
Mewayz provides multiple support channels to assist you with any questions, issues, or requests:
- Soporte por Email: [email protected] - available for all plans, with response times based on incident priority
- In-App Chat: Live chat support accessible directly within the Mewayz application during business hours
- Centro de Ayuda: Comprehensive self-service knowledge base with articles, guides, tutorials, and FAQs
- Comunidad: Access to our user community for peer support, feature discussions, and best practices
8. Enterprise SLA
Customers on Business or Enterprise plans may be eligible for custom SLA terms that exceed the standard commitments outlined in this document. Enterprise SLA options may include:
- Garantías de mayor tiempo de actividad (hasta 99.99%)
- Tiempos de respuesta y resolución de incidentes más rápidos
- Ingeniero de soporte dedicado o gerente de cuenta
- Ventanas de mantenimiento personalizadas y procesos de gestión de cambios
- Acceso prioritario a nuevas funciones y programas beta
- Términos de crédito de servicio personalizados y procedimientos de escalamiento
To discuss custom SLA terms for your organization, please contact us at [email protected].
9. Contáctenos
If you have any questions about this Service Level Agreement, please contact us at:
- Empresa: Mewayz Global, Corp.
- Dirección: 131 Continental Dr, Suite 305, Newark, DE 19713, USA
- Correo electrónico: [email protected]
- EIN: 38-4374855