Tahap Perkhidmatan Perjanjian
Kemaskini terakhir: 7 Mac 2026
1. Ketersediaan Perkhidmatan
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)
- Masa aktif diukur berdasarkan setiap bulan kalendar
- Scheduled maintenance windows are excluded from uptime calculations
- Uptime applies to core platform services including the application, API, and dashboard
2. Penyelenggaraan Terjadual
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. Tindak Balas Insiden
Mewayz classifies incidents by severity level and commits to the following response and resolution targets:
| Keutamaan | Penerangan | Response Time | Resolution Target |
|---|---|---|---|
| P1 - Critical | Perkhidmatan terhenti sepenuhnya atau tidak boleh digunakan untuk semua pengguna | < 1 jam | < 4 jam |
| P2 - Major | Kemerosotan ciri ketara yang melibatkan ramai pengguna | < 4 jam | < 24 jam |
| P3 - Minor | Isu kecil dengan impak terhad, jalan penyelesaian tersedia | < 24 jam | Usaha terbaik |
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. Kredit Perkhidmatan
If Mewayz fails to meet the monthly uptime target, eligible customers may request service credits as follows:
| Uptime Bulanan | Kredit Perkhidmatan |
|---|---|
| 99.0% - 99.9% | 10% daripada fi bulanan |
| 95.0% - 99.0% | 25% daripada fi bulanan |
| Bawah 95.0% | 50% daripada fi bulanan |
- 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
- Untuk meminta kredit, emel [email protected] with your account details and the dates of the downtime experienced
5. Pengecualian
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
- Isu Disebabkan Pelanggan: Actions or inactions by the customer, including misconfiguration, excessive usage beyond plan limits, or violations of the Acceptable Use Policy
- Penyelenggaraan Dijadualkan: Pre-announced maintenance windows as described in Section 2 of this SLA
- Kebergantungan Pihak Ketiga: Outages or degradation of third-party services, internet service providers, DNS providers, payment processors, or other external dependencies
- Ciri Beta atau Pratonton Features or services explicitly marked as beta, preview, or experimental
6. Pemantauan
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. Saluran Sokongan
Mewayz provides multiple support channels to assist you with any questions, issues, or requests:
- Sokongan E-mel: [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
- Pusat Bantuan: Comprehensive self-service knowledge base with articles, guides, tutorials, and FAQs
- Komuniti: 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:
- Jaminan masa aktif yang lebih tinggi (sehingga 99.99%)
- Masa respons dan penyelesaian insiden yang lebih pantas
- Jurutera sokongan atau pengurus akaun berdedikasi
- Tetingkap penyelenggaraan tersuai dan proses pengurusan perubahan
- Akses keutamaan kepada ciri baharu dan program beta
- Terma kredit perkhidmatan tersuai dan prosedur eskalasi
To discuss custom SLA terms for your organization, please contact us at [email protected].
9. Hubungi Kami
If you have any questions about this Service Level Agreement, please contact us at:
- Syarikat: Mewayz Global, Corp.
- Alamat: 131 Continental Dr, Suite 305, Newark, DE 19713, USA
- E-mel: [email protected]
- EIN: 38-4374855