서비스 수준 계약
마지막 업데이트: 7 3월 2026
1. 서비스 가용성
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)
- 가동 시간은 매 달력월 기준으로 측정됨
- Scheduled maintenance windows are excluded from uptime calculations
- Uptime applies to core platform services including the application, API, and dashboard
2. 예정된 유지보수
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. 사고 대응
Mewayz classifies incidents by severity level and commits to the following response and resolution targets:
| 우선 사항 | 설명 | 응답 시간 | 해결 목표 |
|---|---|---|---|
| P1 - Critical | 모든 사용자에게 서비스 완전 중단 또는 사용 불가 | < 1시간 | < 4시간 |
| P2 - Major | 많은 사용자에게 영향을 미치는 심각한 기능 저하 | < 4시간 | < 24시간 |
| P3 - Minor | 영향이 제한된 사소한 문제, 해결 방법 있음 | < 24시간 | 최선을 다함 |
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. 서비스 크레딧
If Mewayz fails to meet the monthly uptime target, eligible customers may request service credits as follows:
| 월간 가동 시간 | 서비스 크레딧 |
|---|---|
| 99.0% - 99.9% | 월 요금의 10% |
| 95.0% - 99.0% | 월 요금의 25% |
| 95.0% 미만 | 월 요금의 50% |
- 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
- 크레딧을 요청하려면 이메일 [email protected] with your account details and the dates of the downtime experienced
5. 제외 항목
The uptime guarantee and service credits do not apply to downtime or performance issues caused by:
- 불가항력: Natural disasters, acts of war, terrorism, pandemics, government actions, or other events beyond Mewayz's reasonable control
- 고객 귀인 문제: Actions or inactions by the customer, including misconfiguration, excessive usage beyond plan limits, or violations of the Acceptable Use Policy
- 예정된 유지보수: Pre-announced maintenance windows as described in Section 2 of this SLA
- 제3자 종속성: Outages or degradation of third-party services, internet service providers, DNS providers, payment processors, or other external dependencies
- 베타 또는 미리보기 기능: Features or services explicitly marked as beta, preview, or experimental
6. 모니터링
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. 지원 채널
Mewayz provides multiple support channels to assist you with any questions, issues, or requests:
- 이메일 지원: [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
- 고객센터: Comprehensive self-service knowledge base with articles, guides, tutorials, and FAQs
- 커뮤니티: 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:
- 더 높은 가동 시간 보장 (최대 99.99%)
- 더 빠른 사고 대응 및 해결 시간
- 전담 지원 엔지니어 또는 계정 관리자
- 맞춤 유지 관리 기간 및 변경 관리 프로세스
- 새로운 기능 및 베타 프로그램 우선 접근
- 맞춤 서비스 크레딧 조건 및 에스컬레이션 절차
To discuss custom SLA terms for your organization, please contact us at [email protected].
9. 문의하기
If you have any questions about this Service Level Agreement, please contact us at:
- 회사: Mewayz Global, Corp.
- 주소: 131 Continental Dr, Suite 305, Newark, DE 19713, USA
- 이메일: [email protected]
- EIN: 38-4374855