مستوى الخدمة الاتفاقية

1. توفر الخدمة

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)
• يتم قياس وقت التشغيل على أساس كل شهر تقويمي
• Scheduled maintenance windows are excluded from uptime calculations
• Uptime applies to core platform services including the application, API, and dashboard

2. الصيانة المجدولة

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. الاستجابة للحوادث

Mewayz classifies incidents by severity level and commits to the following response and resolution targets:

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. رصيد الخدمة

If Mewayz fails to meet the monthly uptime target, eligible customers may request service credits as follows:

• 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
• لطلب رصيد، راسل عبر البريد الإلكتروني [email protected] with your account details and the dates of the downtime experienced

5. استثناءات

The uptime guarantee and service credits do not apply to downtime or performance issues caused by:

• القوة القاهرة: Natural disasters, acts of war, terrorism, pandemics, government actions, or other events beyond Mewayz's reasonable control
• المشكلات الناتجة عن العميل: Actions or inactions by the customer, including misconfiguration, excessive usage beyond plan limits, or violations of the Acceptable Use Policy
• الصيانة المجدولة: Pre-announced maintenance windows as described in Section 2 of this SLA
• Third-Party Dependencies: Outages or degradation of third-party services, internet service providers, DNS providers, payment processors, or other external dependencies
• ميزات بيتا أو المعاينة: Features or services explicitly marked as beta, preview, or experimental

6. يراقب

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. Support Channels

Mewayz provides multiple support channels to assist you with any questions, issues, or requests:

• دعم البريد الإلكتروني: [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
• مركز المساعدة: Comprehensive self-service knowledge base with articles, guides, tutorials, and FAQs
• المجتمع: 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:

• ضمانات وقت تشغيل أعلى (حتى 99.99%)
• أوقات استجابة وحل للحوادث أسرع
• مهندس دعم مخصص أو مدير حسابات
• نوافذ صيانة مخصصة وعمليات إدارة التغيير
• وصول مميز للميزات الجديدة وبرامج التجربة
• شروط رصيد الخدمة المخصصة وإجراءات التصعيد

To discuss custom SLA terms for your organization, please contact us at [email protected].

9. اتصل بنا

If you have any questions about this Service Level Agreement, please contact us at:

• الشركة: Mewayz Global, Corp.
• العنوان: 131 Continental Dr, Suite 305, Newark, DE 19713, USA
• بريد إلكتروني: [email protected]
• EIN: 38-4374855