Service Level Agreement (SLA)

1. Overview

This Service Level Agreement ("SLA") is part of the agreement between UAE E-Invoice Pro ("Provider") and the customer ("Customer") and defines the service levels, performance standards, and support commitments for the Platform.

This SLA applies to all paid subscription tiers. Free tier users receive best-effort support without SLA guarantees.

2. Service Availability

2.1 Uptime Commitment

2.2 Uptime by Subscription Tier

2.3 Uptime Calculation

Monthly Uptime Percentage = (Total Minutes - Downtime Minutes) / Total Minutes × 100

"Downtime" means the Platform is unavailable for use by Customer, excluding:

• Scheduled maintenance (announced at least 48 hours in advance);
• Emergency maintenance required for security or stability;
• Issues caused by Customer's systems, network, or actions;
• Third-party service failures outside our control;
• Force majeure events;
• Suspension due to Customer's breach of Terms.

3. Service Credits

3.1 Credit Calculation

If we fail to meet the uptime commitment, eligible Customers may receive service credits as follows:

3.2 Credit Request Process

• Credits must be requested within 30 days of the incident;
• Submit requests to support@uae-einvoice.ae with incident details;
• Credits are applied to future billing periods;
• Maximum credit per month: 50% of monthly subscription fee;
• Credits are not redeemable for cash.

3.3 Exclusions

Service credits do not apply to: free tier users, beta features, API abuse, or Customer-caused issues.

4. Support Services

4.1 Support Channels

4.2 Response Time Targets

* Response and resolution times are during business hours (Sun-Thu, 9AM-6PM GST) unless 24/7 support is included in your tier.

5. Maintenance

5.1 Scheduled Maintenance

• Scheduled maintenance windows: Fridays 10PM - Saturdays 6AM GST;
• Advance notice: At least 48 hours for scheduled maintenance;
• Maximum scheduled maintenance: 4 hours per month;
• Notification via email and Platform dashboard.

5.2 Emergency Maintenance

Emergency maintenance for security patches or critical fixes may be performed with shorter notice. We will notify customers as soon as practicable.

6. Data Protection and Backup

6.1 Data Backup

• Automated daily backups of all customer data;
• Backup retention: 30 days;
• Geographic redundancy across multiple availability zones;
• Point-in-time recovery available upon request (Enterprise tier).

6.2 Disaster Recovery

• Recovery Time Objective (RTO): 4 hours;
• Recovery Point Objective (RPO): 1 hour;
• Documented disaster recovery procedures;
• Annual disaster recovery testing.

7. Performance Standards

7.1 Response Times

7.2 Capacity

The Platform is designed to handle the usage limits specified in your subscription tier. Higher capacity requirements can be accommodated with Enterprise plans.

8. Security Commitments

• 256-bit SSL/TLS encryption for all data in transit;
• AES-256 encryption for data at rest;
• Multi-factor authentication available;
• Regular security assessments and penetration testing;
• SOC 2 Type II compliance (in progress);
• Security incident notification within 24 hours;
• Compliance with UAE data protection regulations.

9. Reporting and Communication

9.1 Status Page

Real-time service status is available at status.uae-einvoice.ae, including:

• Current system status;
• Scheduled maintenance notifications;
• Incident history and updates;
• Subscription for status alerts.

9.2 Monthly Reports (Enterprise)

Enterprise customers receive monthly reports including: uptime statistics, incident summaries, support ticket metrics, and usage analytics.

10. Contact Information