Service Level Agreement

Last updated: 2026-04-22

This Service Level Agreement (“SLA”) governs the use of the HelpMesh platform (“Service”) provided by HelpMesh (“we”, “us”) to the customer identified in the applicable Order Form (“Customer”). This SLA applies only to paid Enterprise and Scale plans. Trial, Starter, and Growth plans are provided on a best-effort basis without an SLA commitment.

1. Uptime Commitment

We will make the Service available with a Monthly Uptime Percentage of at least 99.9%, measured by the public status page at status.helpmesh.io.

“Monthly Uptime Percentage” means total minutes in the calendar month minus Unavailable Minutes, divided by total minutes, expressed as a percentage. “Unavailable” means the core API returns 5xx errors for > 1% of requests sustained over a 5-minute window, excluding Scheduled Maintenance and Excluded Events (defined below).

2. Service Credits

If we fail to meet the uptime commitment in a calendar month, Customer may request a service credit applied to the next invoice:

Monthly Uptime Percentage	Service Credit
< 99.9% and ≥ 99.0%	10% of monthly fees
< 99.0% and ≥ 95.0%	25% of monthly fees
< 95.0% and ≥ 90.0%	50% of monthly fees
< 90.0%	100% of monthly fees

Credits must be requested in writing to support@helpmesh.io within 30 days of the end of the affected month. Credits are not refundable in cash and may only be applied to future invoices.

3. Incident Response Times

We commit to the following response and resolution targets for support tickets during the term of the subscription:

Priority	Definition	Response	Resolution target
P1	Service unavailable or data at risk	15 minutes	2 hours
P2	Major feature degraded, workaround exists	1 hour	8 business hours
P3	Minor bug or non-urgent issue	1 business day	Next release
P4	Question or feature request	2 business days	N/A

P1 and P2 tickets are monitored 24/7/365. P3 and P4 tickets are handled during business hours (09:00–18:00 Gulf Standard Time, Sunday–Thursday).

4. Scheduled Maintenance

Planned maintenance windows will be announced at least 72 hours in advance via the status page and will not exceed 4 hours per month. Emergency maintenance (security patches, data integrity) may occur without advance notice and will be recorded as an incident on the status page.

5. Excluded Events

The following are excluded from SLA calculations:

Customer-caused outages (misconfiguration, quota exhaustion, abuse)
Third-party failures outside our control (Customer's ISP, DNS, IdP)
Force majeure events (natural disasters, war, government action)
Use in violation of the Terms of Service or Acceptable Use Policy
Beta features marked as such in documentation

6. Data Durability

We replicate customer data across multiple Availability Zones within the customer's selected region. Recovery Point Objective (RPO) target: 15 minutes. Recovery Time Objective (RTO) target: 60 minutes for full regional failover. Automated backups are retained for 30 days.

7. Security Incident Response

In the event of a confirmed security incident affecting Customer data, we will notify Customer within 72 hours of confirmation, consistent with GDPR Article 33 and UAE PDPL requirements. Notification will include the nature of the incident, data categories affected, and remediation steps. See our Data Processing Agreement for full breach notification terms.

8. Status Page & Communication

All current and historical incidents, uptime data, and maintenance windows are published at status.helpmesh.io. Customers may subscribe to incident notifications via email, SMS, or webhook from the status page.

9. Changes to This SLA

We may update this SLA from time to time. Material changes will be communicated at least 30 days in advance via email to the account owner and a notice on the status page. Changes will not reduce the commitments in effect at the start of a Customer's current subscription term.

10. Contact

SLA questions: support@helpmesh.io
Security incidents: security@helpmesh.io
Legal / contracts: legal@helpmesh.io