Service Level Agreement

1. Availability commitment

We target 99.5% monthly uptime for the Rosterna web app and API, measured per calendar month and excluding planned maintenance. Availability is monitored continuously by an independent external service, and you can verify it yourself on our public status page: stats.uptimerobot.com/mrFmwSoEC8

2. What counts as downtime

Downtime means the service is unavailable or unresponsive for all users of your organization. It does not include: planned maintenance announced in advance, issues caused by your network or devices, outages of third-party services outside our control, or events of force majeure.

3. Planned maintenance

Maintenance that may interrupt the service is performed outside Saudi business hours where possible (typically 02:00–05:00 Riyadh time). For user-visible maintenance we give at least 48 hours notice by email or in-app notice.

4. Support & response times

• Support channel: hello@rosterna.com — available Sunday–Thursday, 9:00–18:00 Riyadh time.
• General questions and issues: first response within one business day.
• Service-down incidents: prioritized ahead of all other work, with a first response target of 4 business hours.

5. Incident communication

During a major incident we post updates until resolution, and afterwards we share a plain-language summary of what happened and what we changed to prevent it recurring.

6. Remedies

This SLA is a transparent service objective rather than a credits scheme: we publish our uptime and hold ourselves to it. If we persistently miss the availability target in consecutive months, you may cancel your subscription and request a pro-rated refund of the affected period under our Refund Policy.

7. Changes & contact

We may improve this SLA over time; material changes are announced in advance. Questions? Email hello@rosterna.com.