Service Level Agreement
Last updated: 16 March 2026
1. Service Availability
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)
- Uptime is measured on a per-calendar-month basis
- 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. Incident Response
Mewayz classifies incidents by severity level and commits to the following response and resolution targets:
| Priority | Description | Response Time | Resolution Target |
|---|---|---|---|
| P1 - Critical | Service completely down or unusable for all users | < 1 hour | < 4 hours |
| P2 - Major | Significant feature degradation affecting many users | < 4 hours | < 24 hours |
| P3 - Minor | Minor issue with limited impact, workaround available | < 24 hours | Best effort |
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. Service Credits
If Mewayz fails to meet the monthly uptime target, eligible customers may request service credits as follows:
| Monthly Uptime | Service Credit |
|---|---|
| 99.0% - 99.9% | 10% of monthly fee |
| 95.0% - 99.0% | 25% of monthly fee |
| Below 95.0% | 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
- To request a credit, email [email protected] with your account details and the dates of the downtime experienced
5. Exclusions
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
- Customer-Caused Issues: 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
- Third-Party Dependencies: Outages or degradation of third-party services, internet service providers, DNS providers, payment processors, or other external dependencies
- Beta or Preview Features: Features or services explicitly marked as beta, preview, or experimental
6. Monitoring
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:
- Email Support: [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
- 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:
- Higher uptime guarantees (up to 99.99%)
- Faster incident response and resolution times
- Dedicated support engineer or account manager
- Custom maintenance windows and change management processes
- Priority access to new features and beta programs
- Custom service credit terms and escalation procedures
To discuss custom SLA terms for your organization, please contact us at [email protected].
9. Contact Us
If you have any questions about this Service Level Agreement, please contact us at:
- Company: Mewayz Global, Corp.
- Address: 131 Continental Dr, Suite 305, Newark, DE 19713, USA
- Email: [email protected]
- EIN: 38-4374855