Service Level Agreement

Last updated: April 14, 2026

This page is informational and non-contractual. It is not part of the Terms of Service you accept at signup, and is not independently versioned the way that agreement is.

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

A daily health check runs at 3:00 AM UTC+4, confirming the database is reachable and recording row counts. The database is hosted on Neon PostgreSQL, which provides continuous point-in-time recovery. We are confirming the exact recovery window for this plan and will state it here once verified.

5. Support Channels

In-app AI support (Sam): available 24/7. Email support: ops@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 you believe monthly uptime fell below 99.5%, contact us (see Contact, below) to discuss a service credit. This is a goodwill gesture considered case by case, not an automated calculation — no part of the platform currently measures or issues credits on its own.

8. Restaurant Claim Review

We review a restaurant claim within 1-2 business days (24 hours for strong-proof claims, 48 hours otherwise).

9. Contact

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