Niveli i Shërbimit Marrëveshje
Përditësimi i fundit: 7 March 2026
1. Disponueshmëria e Shërbimit
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)
- Koha e funksionimit matet për çdo muaj kalendarik
- Scheduled maintenance windows are excluded from uptime calculations
- Uptime applies to core platform services including the application, API, and dashboard
2. Mirëmbajtje e planifikuar
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. Përgjigja ndaj incidentit
Mewayz classifies incidents by severity level and commits to the following response and resolution targets:
| Prioriteti | Përshkrimi | Koha e Përgjigjes | Objektivi i Zgjidhjes |
|---|---|---|---|
| P1 - Critical | Shërbimi plotësisht i papërdorshëm për të gjithë përdoruesit | < 1 orë | < 4 orë |
| P2 - Major | Degradim i konsiderueshëm i veçorisë që prek shumë përdorues | < 4 orë | < 24 orë |
| P3 - Minor | Çështje e vogël me ndikim të kufizuar, ka zgjidhje alternative | < 24 orë | Përpjekja më e mirë |
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. Kreditë e Shërbimit
If Mewayz fails to meet the monthly uptime target, eligible customers may request service credits as follows:
| Koha e Funksionimit Mujore | Kredi Shërbimi |
|---|---|
| 99.0% - 99.9% | 10% e tarifës mujore |
| 95.0% - 99.0% | 25% e tarifës mujore |
| Nën 95.0% | 50% e tarifës mujore |
- 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
- Për të kërkuar kredi, dërgoni email [email protected] with your account details and the dates of the downtime experienced
5. Përjashtime
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
- Çështje të Shkaktuara nga Klienti: Actions or inactions by the customer, including misconfiguration, excessive usage beyond plan limits, or violations of the Acceptable Use Policy
- Mirëmbajtje e planifikuar: 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
- Veçoritë e Beta ose Paraprake: Features or services explicitly marked as beta, preview, or experimental
6. Monitorimi
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. Kanale Mbështetëse
Mewayz provides multiple support channels to assist you with any questions, issues, or requests:
- Mbështetje përmes Email-it: [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
- Komuniteti: 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:
- Garanci më të larta të uptime-it (deri në 99.99%)
- Kohë më të shpejta për përgjigje dhe zgjidhje incidentesh
- Inxhinier mbështetjeje ose menaxher llogarie i dedikuar
- Dritare mirëmbajtjeje dhe procese menaxhimi ndryshimesh të personalizuara
- Priority access to new features and beta programs → Qasje me prioritet te veçoritë e reja dhe programet beta
- Termat e kreditit të shërbimit dhe procedurat e eskalamit të personalizuara
To discuss custom SLA terms for your organization, please contact us at [email protected].
9. Na kontaktoni
If you have any questions about this Service Level Agreement, please contact us at:
- Kompania: Mewayz Global, Corp.
- Oferta më e mirë e vitit 131 Continental Dr, Suite 305, Newark, DE 19713, USA
- Email: [email protected]
- EIN: 38-4374855