Service Level Agreement

Last updated: April 14, 2026

1. Uptime Commitment

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.

2. Excluded from Uptime

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).

3. Incident Response

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.

4. Data Backup

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.

5. Support Channels

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.

6. Data Security

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.

7. Service Credits

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.

8. Contact

For SLA-related inquiries: sagar@swiftdealventures-fz.com. SwiftDeal Ventures FZ LLC, Dubai, UAE.