Service Level Agreement
Last updated: January 2026
Introduction
This Service Level Agreement ("SLA") defines our commitments regarding service availability and performance for all Matjark subscribers.
Service Availability Target
Measurement period: monthly — we calculate actual uptime against total minutes in the month.
Formula: (Total minutes - Qualifying downtime minutes) / Total minutes × 100
Downtime Exclusions
The following do not count as qualifying downtime under this SLA:
- Scheduled maintenance announced at least 24 hours in advance
- Force majeure events (natural disasters, events outside our control)
- Third-party service outages (Cloudflare, DNS, internet providers)
- Issues caused by store owner actions or misconfigurations
Support Response Times
Response times vary by subscription plan:
Support hours: 9 AM - 11 PM Cairo time (Saturday - Thursday)
WhatsApp: available around the clock for urgent issues
Incident Communication
- Status page: real-time updates on system status
- Email: notification to all subscribers for major incidents
- Updates: every 30 minutes during ongoing incidents
- Post-incident report: within 5 business days for major incidents
Service Credits
If actual availability falls below the agreed target, we will credit your account:
Credits apply to the following month only and may not exceed 50% of the subscription value.
How to Claim a Credit
To request a service credit:
- Submit a support ticket within 30 days of the incident date
- Include the date and time of the reported downtime
- We will review the request and respond within 5 business days
- If approved, the credit will be applied to your next month's invoice
Contact Us
For any inquiries about this Service Level Agreement:
Email: [email protected]