服务水平 协议
最后更新： March 7, 2026
1. 服务可用性
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. 计划维护
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. 事件响应
Mewayz classifies incidents by severity level and commits to the following response and resolution targets:
| 优先事项 | 描述 | 响应时间 | 解决目标 |
|---|---|---|---|
| P1 - Critical | 服务完全中断或对所有用户不可用 | < 1 小时 | < 4 小时 |
| P2 - Major | 影响多用户的重要功能降级 | < 4 小时 | < 24 小时 |
| P3 - Minor | 影响有限的小问题，有解决方案 | < 24 小时 | 尽力而为 |
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. 服务积分
If Mewayz fails to meet the monthly uptime target, eligible customers may request service credits as follows:
| 月度正常运行时间 | 服务积分 |
|---|---|
| 99.0% - 99.9% | 月费的10% |
| 95.0% - 99.0% | 月费的25% |
| 低于95.0% | 月费的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
- To request a credit, email [email protected] with your account details and the dates of the downtime experienced
5. 排除项
The uptime guarantee and service credits do not apply to downtime or performance issues caused by:
- 不可抗力： Natural disasters, acts of war, terrorism, pandemics, government actions, or other events beyond Mewayz's reasonable control
- 客户引起的问题： Actions or inactions by the customer, including misconfiguration, excessive usage beyond plan limits, or violations of the Acceptable Use Policy
- 计划维护： 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
- 测试版或预览功能： Features or services explicitly marked as beta, preview, or experimental
6. 监控
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:
- 电子邮件支持： [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
- 社区： 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%)
- 更快的事件响应与解决速度
- 专属支持工程师或客户经理
- 自定义维护窗口与变更管理流程
- 优先获取新功能和测试计划
- 自定义服务信用条款与升级流程
To discuss custom SLA terms for your organization, please contact us at [email protected].
9. 联系我们
If you have any questions about this Service Level Agreement, please contact us at:
- 公司： Mewayz Global, Corp.
- 地址： 131 Continental Dr, Suite 305, Newark, DE 19713, USA
- 电子邮件： [email protected]
- EIN: 38-4374855