Cấp độ Dịch vụ Agreement
Cập nhật lần cuối: 7 tháng 3 2026
1. Sẵn có dịch vụ
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)
- Thời gian hoạt động được đo theo từng tháng dương lịch
- Scheduled maintenance windows are excluded from uptime calculations
- Uptime applies to core platform services including the application, API, and dashboard
2. Bảo trì Theo lịch trình
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. Phản hồi sự cố
Mewayz classifies incidents by severity level and commits to the following response and resolution targets:
| Sự ưu tiên | Sự miêu tả | Thời gian Phản hồi | Mục tiêu Giải quyết |
|---|---|---|---|
| P1 - Critical | Dịch vụ ngừng hoạt động hoàn toàn hoặc không thể sử dụng cho tất cả người dùng | < 1 hour | < 4 hours |
| P2 - Major | Sự suy giảm tính năng đáng kể ảnh hưởng đến nhiều người dùng | < 4 hours | < 24 hours |
| P3 - Minor | Minor issue with limited impact, workaround available | < 24 hours | Nỗ lực Tốt nhất |
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. Tín dụng Dịch vụ
If Mewayz fails to meet the monthly uptime target, eligible customers may request service credits as follows:
| Monthly Uptime | Tín dụng Dịch vụ |
|---|---|
| 99.0% - 99.9% | 10% of monthly fee |
| 95.0% - 99.0% | 25% of monthly fee |
| Dưới 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
- Để yêu cầu tín dụng, email [email protected] with your account details and the dates of the downtime experienced
5. Loại trừ
The uptime guarantee and service credits do not apply to downtime or performance issues caused by:
- Bất khả kháng: Natural disasters, acts of war, terrorism, pandemics, government actions, or other events beyond Mewayz's reasonable control
- Sự cố do Khách hàng Gây ra: Actions or inactions by the customer, including misconfiguration, excessive usage beyond plan limits, or violations of the Acceptable Use Policy
- Bảo trì Theo lịch trình: Pre-announced maintenance windows as described in Section 2 of this SLA
- Phụ Thuộc Bên Thứ Ba: Outages or degradation of third-party services, internet service providers, DNS providers, payment processors, or other external dependencies
- Tính năng Beta hoặc Xem trước: Features or services explicitly marked as beta, preview, or experimental
6. Giám sát
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. Kênh Hỗ Trợ
Mewayz provides multiple support channels to assist you with any questions, issues, or requests:
- Hỗ Trợ 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
- Trung Tâm Trợ Giúp: Comprehensive self-service knowledge base with articles, guides, tutorials, and FAQs
- Cộng đồng: 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:
- Đảm bảo thời gian hoạt động cao hơn (lên đến 99.99%)
- Thời gian phản hồi và xử lý sự cố nhanh hơn
- Kỹ sư hỗ trợ hoặc quản lý tài khoản chuyên dụng
- Cửa sổ bảo trì tùy chỉnh và quy trình quản lý thay đổi
- Truy cập ưu tiên vào tính năng mới và chương trình beta
- Điều khoản tín dụng dịch vụ tùy chỉnh và quy trình leo thang
To discuss custom SLA terms for your organization, please contact us at [email protected].
9. Liên hệ với chúng tôi
If you have any questions about this Service Level Agreement, please contact us at:
- Công ty: Mewayz Global, Corp.
- Address: 131 Continental Dr, Suite 305, Newark, DE 19713, USA
- E-mail: [email protected]
- EIN: 38-4374855