Service Level Agreement
Last updated
This Service Level Agreement (“SLA”) describes the support services and service-level targets provided by Umay Labs for its products. Product-specific terms may supplement this SLA where applicable.
1. Support availability
Support is available Monday through Friday, from 09:00 to 17:00 (UTC+3), excluding public holidays.
Support requests can be submitted at any time through the designated support channel. Requests received outside support hours will be handled during the next support period.
2. Support response targets
Umay Labs aims to provide an initial substantive response within the following timeframes:
- P1 — Critical: Within 1 business day.
- P2 — High: Within 2 business days.
- P3 — Normal: Within 3 business days.
- P4 — Low: Within 5 business days.
Priority is determined by the actual impact on product functionality, affected users, available workarounds, and potential data loss or security risks.
These targets refer to the initial substantive response, not the time required to resolve an issue.
3. Issue priorities
- P1 — Critical: A major production incident that makes a product substantially unusable for multiple customers or presents a significant risk to data integrity.
- P2 — High: A significant feature or function is unavailable or severely impaired, with no reasonable workaround.
- P3 — Normal: A defect affects part of the product, but its core functionality remains available or a reasonable workaround exists.
- P4 — Low: General questions, minor defects, cosmetic issues, and feature requests.
Security vulnerabilities should be reported through the designated security contact or reporting channel.
4. Resolution and updates
Umay Labs will use commercially reasonable efforts to investigate and resolve reported issues.
Resolution times depend on the complexity and severity of the issue, the availability of a workaround, third-party dependencies, and other technical factors.
Umay Labs does not guarantee a fixed resolution time unless expressly agreed in writing. For significant incidents, Umay Labs will provide updates as reasonably practicable.
5. Service availability
Unless a product-specific SLA expressly states otherwise, Umay Labs does not provide a guaranteed uptime percentage.
Service availability may be affected by scheduled maintenance, emergency maintenance, third-party infrastructure, hosting providers, platform outages, internet connectivity, and circumstances beyond Umay Labs’ reasonable control.
Where applicable, product-specific documentation will describe any availability commitments and exclusions.
6. Customer responsibilities
Customers should provide sufficient information to investigate reported issues, including relevant error messages, affected functionality, reproduction steps, and diagnostic information where available.
Customers are responsible for maintaining appropriate access permissions, protecting their credentials, and following the product’s documentation.
Response and investigation may be delayed when essential information or customer cooperation is unavailable.
7. Scope of support
Support covers product-related technical issues, defects, and questions about documented functionality.
Unless expressly included in a product’s offering, support does not include custom development, bespoke integrations, consulting, training, or troubleshooting unrelated third-party systems.
Feature requests may be considered for future releases but are not guaranteed to be implemented.
8. Changes and exceptions
Umay Labs may update this SLA from time to time. Any product-specific commitments or mandatory contractual requirements take precedence where applicable.
This SLA does not limit any rights or obligations that cannot legally be excluded or restricted under applicable law.
9. Contact
For support requests, please use the support channel listed on the relevant product page or contact Umay Labs Support at contact@umaylabs.com.