サービスレベル 契約
最終更新日: 7 3月 2026
1. サービスの可用性
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)
- 稼働時間は暦月ごとに測定されます
- Scheduled maintenance windows are excluded from uptime calculations
- Uptime applies to core platform services including the application, API, and dashboard
2. 定期メンテナンス
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. インシデント対応
Mewayz classifies incidents by severity level and commits to the following response and resolution targets:
| 優先度 | 説明 | 応答時間 | 解決目標 |
|---|---|---|---|
| P1 - Critical | 全ユーザーに対してサービスが完全にダウンまたは使用不能 | 1時間未満 | 4時間未満 |
| P2 - Major | 多数のユーザーに影響する重大な機能低下 | 4時間未満 | 24時間未満 |
| P3 - Minor | 影響が限定的な軽微な問題、回避策あり | 24時間未満 | ベストエフォート |
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. サービスクレジット
If Mewayz fails to meet the monthly uptime target, eligible customers may request service credits as follows:
| 月間稼働率 | サービスクレジット |
|---|---|
| 99.0% - 99.9% | 10% of monthly fee |
| 95.0% - 99.0% | 25% of monthly fee |
| 95.0%未満 | 50% of monthly fee |
- 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
- クレジットをリクエストするには、メールで [email protected] with your account details and the dates of the downtime experienced
5. 除外事項
The uptime guarantee and service credits do not apply to downtime or performance issues caused by:
- Force Majeure: Natural disasters, acts of war, terrorism, pandemics, government actions, or other events beyond Mewayz's reasonable control
- 顧客起因の問題: Actions or inactions by the customer, including misconfiguration, excessive usage beyond plan limits, or violations of the Acceptable Use Policy
- 定期メンテナンス： Pre-announced maintenance windows as described in Section 2 of this SLA
- サードパーティ依存関係： Outages or degradation of third-party services, internet service providers, DNS providers, payment processors, or other external dependencies
- ベータまたはプレビュー機能: Features or services explicitly marked as beta, preview, or experimental
6. 監視
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. サポートチャネル
Mewayz provides multiple support channels to assist you with any questions, issues, or requests:
- メールサポート: [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
- ヘルプセンター: Comprehensive self-service knowledge base with articles, guides, tutorials, and FAQs
- コミュニティ： 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:
- より高い稼働時間保証 (最大99.99%)
- より速いインシデント対応と解決時間
- 専任サポートエンジニアまたはアカウントマネージャー
- カスタムメンテナンス期間と変更管理プロセス
- 新機能とベータプログラムへの優先アクセス
- カスタムサービスクレジット条件とエスカレーション手順
To discuss custom SLA terms for your organization, please contact us at [email protected].
9. お問い合わせ
If you have any questions about this Service Level Agreement, please contact us at:
- 会社： Mewayz Global, Corp.
- 住所: 131 Continental Dr, Suite 305, Newark, DE 19713, USA
- 電子メール: [email protected]
- EIN: 38-4374855