Support & Service Level Agreement

Service Level Agreement (SLA)

We strive to provide reliable service with the following targets:

• 99.5% Uptime Target: We aim for 99.5% service availability, excluding scheduled maintenance windows.
• Response Time: Average response time for API requests under 200ms, page load under 2 seconds.
• Scheduled Maintenance: Maintenance windows announced 48 hours in advance via website banner.

Service Availability

Our services are available 24/7 with real-time status monitoring. You can check service status and historical uptime statistics on our platform.

Support Channels

We provide support through the following channels:

• Website Contact Form: Primary support channel for inquiries, bug reports, and feature requests.
• Response Time: We aim to respond to all inquiries within 24-48 hours.
• Support Hours: Email support monitored Monday-Friday during business hours (UTC+3:30).

Service Limitations

To ensure fair usage and service stability, we enforce the following limits:

• Maximum file size: 5 MB per file
• Maximum retention: 24 hours for files, 168 hours (7 days) for clipboard
• Rate limiting: 100 requests per minute per IP address
• Bandwidth: Subject to fair usage policy

Service Monitoring

We continuously monitor service health, including uptime, response times, error rates, and resource usage. Automated alerts notify our team of any issues for rapid response.

Backup & Recovery

Database backups are performed daily. In case of data loss, we can restore from backups within the last 7 days. Note: User content expires automatically per retention policy.

Service Updates

We regularly update our platform with new features, security patches, and performance improvements. Updates are deployed with minimal disruption to service availability.

Contact Support

For support inquiries, please use our contact form or email us at info@am25.ir. We aim to respond within 48 hours during business days.