Уровень обслуживания Соглашение
Последнее обновление: 7 марта 2026
1. Доступность услуги
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)
- Время работы измеряется по календарным месяцам
- Scheduled maintenance windows are excluded from uptime calculations
- Uptime applies to core platform services including the application, API, and dashboard
2. Scheduled Maintenance
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. Реагирование на инциденты
Mewayz classifies incidents by severity level and commits to the following response and resolution targets:
| Приоритет | Описание | Время ответа | Целевое время решения |
|---|---|---|---|
| P1 - Critical | Сервис полностью недоступен или непригоден для всех пользователей | < 1 час | < 4 часа |
| P2 - Major | Значительное ухудшение функций, затрагивающее многих пользователей | < 4 часа | < 24 часа |
| P3 - Minor | Незначительная проблема с ограниченным воздействием, есть обходное решение | < 24 часа | Максимальные усилия |
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. Сервисные кредиты
If Mewayz fails to meet the monthly uptime target, eligible customers may request service credits as follows:
| Ежемесячная доступность | Сервисный кредит |
|---|---|
| 99.0% - 99.9% | 10% от ежемесячной платы |
| 95.0% - 99.0% | 25% от ежемесячной платы |
| Ниже 95.0% | 50% от ежемесячной платы |
- 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
- Чтобы запросить кредит, напишите на email [email protected] with your account details and the dates of the downtime experienced
5. Исключения
The uptime guarantee and service credits do not apply to downtime or performance issues caused by:
- Форс-мажор: Natural disasters, acts of war, terrorism, pandemics, government actions, or other events beyond Mewayz's reasonable control
- Проблемы, вызванные клиентом: Actions or inactions by the customer, including misconfiguration, excessive usage beyond plan limits, or violations of the Acceptable Use Policy
- Scheduled Maintenance: Pre-announced maintenance windows as described in Section 2 of this SLA
- Сторонние зависимости: Outages or degradation of third-party services, internet service providers, DNS providers, payment processors, or other external dependencies
- Бета или предварительные функции: Features or services explicitly marked as beta, preview, or experimental
6. Мониторинг
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. Каналы поддержки
Mewayz provides multiple support channels to assist you with any questions, issues, or requests:
- Поддержка по электронной почте: [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
- Help Center: Comprehensive self-service knowledge base with articles, guides, tutorials, and FAQs
- Сообщество: 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:
- Higher uptime guarantees (up to 99.99%)
- Более быстрое реагирование на инциденты и время их устранения
- Выделенный инженер поддержки или аккаунт-менеджер
- Пользовательские окна обслуживания и процессы управления изменениями
- Приоритетный доступ к новым функциям и бета-программам
- Индивидуальные условия сервисных кредитов и процедуры эскалации
To discuss custom SLA terms for your organization, please contact us at [email protected].
9. Связаться с нами
If you have any questions about this Service Level Agreement, please contact us at:
- Компания: Mewayz Global, Corp.
- Адрес: 131 Continental Dr, Suite 305, Newark, DE 19713, USA
- Электронная почта: [email protected]
- EIN: 38-4374855