Service Level Agreement

1.Service covered

1.1This SLA applies to every workspace on a paid Plan while its subscription is active. It does not apply to trial workspaces, or to a workspace that is in a grace period, suspended, read-only or cancelled.

1.2The service covered is the workspace, with its apps and its sign-in, which Dynamo runs on its own platform.

2.Definitions

3.Support

3.1Customers reach support from the Contact support entry in the workspace’s help menu, or by e-mail to support@dynamoos.com. Security reports go to security@dynamoos.com. Commercial questions go to sales@dynamoos.com.

3.2Support is provided in English and Arabic during business hours.

3.3Please give the workspace address, the time of the problem, what you expected and what happened, and screenshots where useful. Only the Account Owner and the administrators the Account Owner names may ask for changes to the workspace or the subscription.

4.Severity levels and response targets

4.1Dynamo sets the severity of each request when it is received, taking the customer’s view into account, and responds within the targets below.

4.2Response targets are counted in business hours and business days. A response target is not a promise of a time to resolution: Dynamo works on each request until it is resolved, in order of severity.

5.Incident communication

5.1Dynamo publishes incidents that affect the service on its status page, with updates from investigating through identified and monitoring to resolved, and e-mails confirmed status subscribers.

5.2For a Severity 1 incident, Dynamo publishes a short summary of the cause and of the measures taken within 5 business days after it is resolved.

5.3Where an incident involves a personal data breach, Dynamo notifies the affected customers directly, as the Data Processing Agreement sets out.

6.Planned maintenance

6.1Dynamo announces planned maintenance on the status page at least 48 hours in advance, with the window, the parts of the service concerned and what to expect.

6.2Planned maintenance normally takes place between 01:00 and 05:00 Saudi Arabia time (UTC+3) on a Friday, when the service is used least.

6.3Dynamo may carry out urgent maintenance to protect the service or the data of customers, with as much notice as the circumstances allow.

7.Backups and recovery

7.1Dynamo backs up every workspace automatically every day. Backups are encrypted and integrity-checked, and copies are kept for up to twelve months: daily copies for 7 days, weekly copies for 4 weeks and monthly copies for 12 months.

7.2On request, Dynamo’s operators restore a workspace, or data from it, from the most recent suitable backup. Changes made after that backup may need to be entered again.

8.Availability and service credits

8.1The status page shows the measured state of the service, from automatic health checks and from incidents that Dynamo’s operators declare.

8.2This SLA does not set an availability percentage or service credits. A signed Enterprise agreement may add them for the workspaces it covers.

9.Exclusions

9.1The response targets and maintenance commitments do not apply to:

• problems caused by the customer, its users, its configuration, its data or its integrations, or by a request that breaks the Acceptable Use Policy;
• failures of services that the customer connects, such as its identity provider, its bank or a government platform, or of its own network, devices or internet connection;
• trial workspaces, free use, and features marked as preview or beta;
• suspension or restriction under the Terms of Service, including for non-payment or abuse, and the read-only state of a workspace;
• events beyond Dynamo’s reasonable control, such as natural disaster, war, government action, failure of public networks or power, or attacks that reasonable security measures would not prevent.

10.Customer responsibilities

10.1The customer keeps its administrators’ contact details current, reports problems promptly through the support channels, gives Dynamo the information it reasonably asks for, makes its own copies of the data it needs through the export function, and uses the Services in line with the Terms of Service and the Acceptable Use Policy.

11.Review and changes

11.1Dynamo reviews this SLA when the service, its monitoring or its support arrangements change. A change that reduces a commitment applies from the next renewal, with notice, as the Terms of Service provide for changes.

11.2Questions about this SLA: sales@dynamoos.com.