Support SLA & response-time policy

Site Safety UAE is a software-only, founder-run platform. This page publishes the exact response-time commitments for each plan so you always know what to expect.

This SLA applies to the hosted service only. Self-hosted customers are covered by the support and security terms in the self-hosted licence summary.

Response times by plan

Uptime measurement and exclusions

The hosted Enterprise service has a 99.5% monthly uptime target, not a guarantee or a statement of historic performance. Uptime is calculated for each calendar month as (total minutes in the month − counted downtime minutes) ÷ total minutes in the month × 100. Recorded health-check failures and incident records establish when core sign-in and record-management workflows are unavailable and when they recover. A materially unusable workflow counts at 50% of its affected duration; repeated degradation of the same workflow in the month counts at 100%. With no exclusions, 99.5% allows 216 minutes of downtime in a 30-day month.

Counted downtime excludes scheduled maintenance notified at least 72 hours in advance within the agreed window; necessary emergency security maintenance notified as soon as practicable, unless recurring and reasonably avoidable; suspension for a customer's material breach; force majeure; and failures caused by customer devices, browser settings, networks, identity providers or public internet routing outside our control. Preview and beta features, AI responses, notification delivery and PDF queues are outside the core availability measure. These exclusions do not automatically exclude an outage of our core service merely because a hosting provider is involved. Any signed agreement governs its specific measurement terms, maintenance windows and service-credit remedies. See the evaluation agreement draft.

Severity levels

• S1 — Outage: 4 hours acknowledge, best-effort resolution
• S2 — Major: 1 UAE business day acknowledge
• S3 — Minor / question: 2 UAE business days acknowledge