Service Level Agreement (SLA)

1. Uptime Guarantee

We guarantee 99.9% monthly uptime (less than 44 minutes of downtime per month), excluding scheduled maintenance windows.

2. Scheduled Maintenance

Maintenance is performed during low-traffic hours (typically 2am–4am Riyadh time) with 24-hour advance notice.

3. Support Response Times

Plan	Response Time	Support Hours
Starter	Within 24 hours	Business days
Growth	Within 8 hours	Business days
Professional	Within 4 hours	24/7
Enterprise	Within 1 hour	24/7

4. Service Credits

If uptime falls below the guarantee, customers are entitled to credits on the next monthly invoice:

• 99.0% – 99.9%: 10% credit
• 95.0% – 99.0%: 25% credit
• Below 95%: 50% credit

5. Backups

We perform daily backups of all customer data and retain them for 7 days. Data can be restored within 4 hours of request.