Service Level Agreement.

This SLA applies to hosted services provided under an active, paid subscription or support contract with Skewbird Technologies FZCO. It does not apply to free trials, pilots, sandbox environments, beta features, or one-off assessments and reports.

We target 99.5% monthly availability for production hosted services, measured as the percentage of minutes in the calendar month where the service responds to a valid request.

Excluded from the measurement, by ordinary convention:

• Scheduled maintenance: Announced under section 04.
• Your environment: Your network, devices, credentials, or changes you make to configuration or integrations.
• Third-party failure: Outages at cloud, model, ERP or telecom providers we depend on and do not control.
• Suspension: Access suspended for non-payment or an Acceptable Use breach.
• Force majeure: Events outside our reasonable control.

Response time means our first substantive human response, not an autoreply. Business hours are Sunday-Thursday, 09:00-18:00 Gulf Standard Time, excluding UAE public holidays.

• P1, Critical: Production down or unusable for all users, no workaround. Response within 2 business hours, worked continuously during business hours until resolved or downgraded.
• P2, High: Major function unavailable or severely degraded, workaround painful. Response within 4 business hours.
• P3, Normal: Minor function affected, reasonable workaround exists. Response within 1 business day.
• P4, Low: Question, cosmetic issue or enhancement request. Response within 3 business days.

These are response targets, not resolution targets. Resolution time depends on the fault, and we will not promise a fix time we cannot control, but we will keep you updated on P1 and P2 at agreed intervals until they close.

Routine maintenance runs in a low-traffic window, announced at least 48 hours ahead by email. We aim to keep it under 4 hours a month.

Emergency maintenance: a security patch, or preventing imminent data loss, may be applied with little or no notice. We tell you what happened and why afterwards.

If monthly availability falls below the commitment, you may claim a credit against the following month’s subscription fee:

• 99.5% to 99.0%: 5% of the monthly fee.
• 99.0% to 95.0%: 10% of the monthly fee.
• Below 95.0%: 25% of the monthly fee.

Claim within 30 days of the end of the affected month by emailing legal@wisermonks.com. Credits are the exclusive remedy for missed availability under this SLA, capped at one month’s fee in any month, and are applied as credit rather than paid out in cash.

Where availability falls below 95% for three consecutive months you may terminate the subscription immediately without penalty and receive a pro-rata refund of the unused prepaid term. Nothing here limits your statutory rights.

• Frequency: Production data is backed up at least daily.
• Retention: Backups are retained for 30 days on a rolling basis.
• Recovery objectives: We target a recovery point of 24 hours and a recovery time of 8 hours for a major incident.
• Restoring your mistakes: We will attempt to restore data you deleted yourself, from the most recent backup, as a best-effort service. It is not guaranteed, so keep your own exports of anything critical.

Email legal@wisermonks.com with the environment affected, what you expected, what happened, when it started, and how many users are affected. State the severity you believe applies. We will tell you if we assess it differently, and why.