Last updated: April 14, 2026
SDV-FZ OS targets 99.5% monthly uptime for the core application (dashboard, API endpoints, real-time features). Scheduled maintenance windows are communicated 24 hours in advance via email and in-app notification.
The uptime commitment excludes: third-party service outages (Stripe, Resend, Mindee, Google), force majeure events, scheduled maintenance, and issues caused by customer actions (API abuse, exceeded rate limits).
Critical incidents (service completely unavailable): response within 1 hour, resolution target 4 hours. Major incidents (degraded performance): response within 4 hours, resolution target 24 hours. Minor incidents: response within 24 hours.
Database is hosted on Neon PostgreSQL with continuous point-in-time recovery. Daily health check snapshots are taken at 3:00 AM UTC+4. Data can be restored to any point within the last 7 days.
In-app AI support (Sam): available 24/7. Email support: noreply@swiftdealventures-fz.com, response within 24 hours on business days. Critical issues: escalated within 1 hour.
All data encrypted in transit (TLS 1.3) and at rest. Passwords hashed with bcrypt (12 rounds). JWT session tokens with configurable expiry. Rate limiting on all API endpoints. Sentry error monitoring for proactive issue detection.
If monthly uptime falls below 99.5%, affected customers receive a service credit of 10% of monthly fee per 0.1% below target, up to 30% maximum credit. Credits applied to next billing cycle upon request.
For SLA-related inquiries: sagar@swiftdealventures-fz.com. SwiftDeal Ventures FZ LLC, Dubai, UAE.