Effective Date: 1 February 2025
Applies to: All subscribers to Mawqoot
Mawqoot (“Provider”) agrees to provide the following services (“Services”) to the Customer:
Access to and use of the Mawqoot software application (“Software”).
Technical support via the channels and within the timeframes outlined in Section 2 (Support Services).
Ongoing bug fixes, security updates, and system improvements.
Maintenance activities as described in Section 4 (Maintenance & Updates).
Business Hours: Sunday–Thursday, 09:00–16:00 (Asia/Riyadh), excluding public holidays observed in Saudi Arabia.
Support Channels:
Email: [email protected]
WhatsApp: Chat Link
In‑system web chat
Target First‑Response Times:
Priority | Definition | First Response | Target Resolution |
Critical (P1) | Complete service outage, major data loss, or severe security breach affecting all users. No workaround available. | ≤ 1 business hour | ASAP, typically ≤ 4–8 business hours |
High / Major (P2) | Core feature unavailable for many users, significant business impact, no reasonable workaround. | ≤ 4 business hours | ≤ 1–3 business days |
Medium (P3) | Important feature impaired or degraded performance, workaround available, limited business impact. | ≤ 1 business day | ≤ 5–10 business days or next scheduled release |
Low / Minor (P4) | Cosmetic issue, general inquiry, or feature request. No impact on functionality. | ≤ 3 business days | Next planned release or per product roadmap |
Uptime Commitment: Mawqoot will use commercially reasonable efforts to maintain 99% monthly uptime, excluding allowable exclusions.
Measurement: Uptime is calculated monthly across publicly accessible service endpoints.
Uptime % = (Total minutes in month – Downtime minutes) ÷ Total minutes in month × 100.
Monitoring: Customers can monitor real-time system availability and incident updates at status.mawqoot.com.
Exclusions: Downtime does not include:
Scheduled maintenance,
Outages that do not affect core Software functionality,
Force majeure events,
Failures of third‑party dependencies (ISPs, mobile carriers, app stores, integrations)
Customer‑side issues (misconfiguration, outdated browsers, denied troubleshooting access, firewall systems…etc)
Scheduled Maintenance:
Announced at least 24 hours in advance via email and/or mobile app notifications
Performed outside of normal business hours whenever possible to minimize disruption (e.g. Fridays)
Expected downtime ≤ 60 minutes per maintenance
Emergency Maintenance:
May occur without prior notice in urgent cases
Post‑event communication might be sent to affected customers
If monthly uptime falls below 99%, the following credits apply:
Monthly Uptime Shortfall | Credit Applied |
0.1% – 1.0% | 10% of monthly subscription fees |
1.1% – 2.0% | 15% of monthly subscription fees |
> 2.0% | 20% of monthly subscription fees |
Credit Claim Process:
Submit a claim to [email protected] within 30 days of the affected month, including timestamps, description, and impact. Credits apply to the next billing cycle and cannot exceed the monthly subscription fee.
Customers must:
Maintain accurate contact details for incident communications.
Ensure stable connectivity and updated software/browsers.
Provide timely access to logs or test accounts for troubleshooting.
Follow security best practices (role‑based access, strong credentials, ..etc.).
Mawqoot’s sole liability for SLA breaches is limited to the service credits described in Section 5. Mawqoot is not responsible for consequential, indirect, incidental, or punitive damages.
