Nível de Serviço Acordo
Última atualização: 7 março 2026
1. Disponibilidade do serviço
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)
- O tempo de atividade é medido por mês civil
- Scheduled maintenance windows are excluded from uptime calculations
- Uptime applies to core platform services including the application, API, and dashboard
2. Manutenção Programada
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. Resposta a Incidentes
Mewayz classifies incidents by severity level and commits to the following response and resolution targets:
| Prioridade | Descrição | Tempo de Resposta | Meta de Resolução |
|---|---|---|---|
| P1 - Critical | Serviço completamente indisponível ou inutilizável para todos os usuários | < 1 hora | < 4 horas |
| P2 - Major | Degradação significativa de recurso afetando muitos usuários | < 4 horas | < 24 horas |
| P3 - Minor | Problema menor com impacto limitado, solução alternativa disponível | < 24 horas | Melhor esforço |
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 Serviço
If Mewayz fails to meet the monthly uptime target, eligible customers may request service credits as follows:
| Tempo de Atividade Mensal | Crédito de Serviço |
|---|---|
| 99.0% - 99.9% | 10% da taxa mensal |
| 95.0% - 99.0% | 25% da taxa mensal |
| Abaixo de 95,0% | 50% da taxa mensal |
- 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 um crédito, envie um e-mail [email protected] with your account details and the dates of the downtime experienced
5. Exclusões
The uptime guarantee and service credits do not apply to downtime or performance issues caused by:
- Caso Fortuito e Força Maior: Natural disasters, acts of war, terrorism, pandemics, government actions, or other events beyond Mewayz's reasonable control
- Problemas Causados pelo Cliente: Actions or inactions by the customer, including misconfiguration, excessive usage beyond plan limits, or violations of the Acceptable Use Policy
- Manutenção Programada: Pre-announced maintenance windows as described in Section 2 of this SLA
- Dependências de Terceiros: Outages or degradation of third-party services, internet service providers, DNS providers, payment processors, or other external dependencies
- Recursos Beta ou de Visualização: Features or services explicitly marked as beta, preview, or experimental
6. Monitoramento
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. Canais de Suporte
Mewayz provides multiple support channels to assist you with any questions, issues, or requests:
- Suporte 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
- Central de Ajuda: Comprehensive self-service knowledge base with articles, guides, tutorials, and FAQs
- Community: 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:
- Garantias de tempo de atividade mais altas (até 99,99%)
- Tempos de resposta e resolução de incidentes mais rápidos
- Engenheiro de suporte dedicado ou gerente de conta
- Janelas de manutenção personalizadas e processos de gestão de mudanças
- Acesso prioritário a novos recursos e programas beta
- Termos de crédito de serviço personalizados e procedimentos de escalação
To discuss custom SLA terms for your organization, please contact us at [email protected].
9. Contate-nos
If you have any questions about this Service Level Agreement, please contact us at:
- Company: Mewayz Global, Corp.
- Endereço: 131 Continental Dr, Suite 305, Newark, DE 19713, USA
- E-mail: [email protected]
- EIN: 38-4374855