This Service Level Agreement ("SLA") describes the availability and support commitments ARC makes to paying subscribers. It forms part of the Terms of Service.
1. Availability target
- ARC targets 99.9% monthly uptime for the core platform (portal, POS, API), measured per calendar month.
- Excluded from the calculation: scheduled maintenance (section 4), failures of services outside our control (your internet connection, WhatsApp/Meta, payment providers), force majeure (including nationwide power or connectivity failures), and suspensions under the Terms.
- The ARC POS is designed to keep selling offline during connectivity interruptions and to sync when the connection returns — an internet outage on your side does not stop the till.
2. Backups
- Automated encrypted backups of all customer data are taken daily and retained on a 30-day rolling window.
- Backups are stored in the same hosting region (Frankfurt, EU) and restore procedures are tested periodically.
3. Support
- Hours: Monday to Saturday, 09:00–18:00 Beirut time (support requests can be filed 24/7 in-app or by email; WhatsApp support is available to subscribers).
- Channels: in-app support chat, arc7solutions@gmail.com.
Response-time targets
- Critical — platform down or selling impossible for the whole business: first response within 2 business hours, worked continuously until resolved.
- High — a core feature unusable with no workaround: within 8 business hours.
- Medium — degraded feature with a workaround: within 24 hours.
- Low — questions, cosmetic issues, feature requests: within 72 hours.
These are response targets, not guaranteed resolution times; we always communicate progress on open critical and high issues.
4. Maintenance windows
- Planned maintenance is scheduled inside Sunday 00:00–04:00 Beirut time whenever possible and announced at least 48 hours in advance in-app or by email.
- Emergency security maintenance may occur outside the window; we announce it as early as practicable.
5. Service credits
- If monthly uptime falls below the target, you may claim a credit on your next invoice: below 99.9% → 5% of the monthly fee; below 99.0% → 15%; below 95.0% → 30%.
- Claims must be made within 30 days of the month concerned, by email, with the dates and times observed. Credits are the exclusive remedy for missed availability targets and never take the monthly fee below zero.
6. Early-access note
While ARC is in early access, we may exceptionally adjust these targets with notice; any adjustment never reduces commitments for a period you have already paid for.