Uptime and Support Commitment
Last updated: 28 October 2026
This commitment ("SLA") applies to organisations on a paid Mwanzo plan. It is part of our Terms of Service. Free accounts get the same service on a best-effort basis, without service credits.
1. What we commit to
99.5% monthly availability of:
- the Mwanzo dashboard and builder at mwanzo.dev (signing in, opening and editing apps, publishing);
- the endpoints published apps call to save data and take payments (
/api/public/…); - the hosting of published apps (live copies), which runs on Vercel.
Availability is the share of minutes in a calendar month (East Africa Time) in which these respond normally, measured by our monitoring and shown on our status page. 99.5% allows about 3 hours 39 minutes of downtime a month.
2. What isn't counted
- Planned maintenance announced at least 48 hours ahead, up to 4 hours a month, scheduled outside 08:00–20:00 EAT where possible.
- AI building and editing: it depends on outside AI providers and is provided on a best-effort basis. You can still edit code, publish and roll back while the AI is unavailable.
- Services you connect and control: your database, ClickPesa and mobile-money networks, GitHub, your domain's DNS.
- Test copies and builder previews.
- Problems caused by your app's own code, by misuse, or by events outside our reasonable control.
3. Service credits
If we miss the commitment in a month, the organisation gets credits on its next bill:
| Monthly availability | Credit (share of that month's plan fee) |
|---|---|
| Below 99.5% | 10% |
| Below 99.0% | 25% |
| Below 95.0% | 50% |
To claim, an owner or admin emails support@mwanzo.dev within 30 days after the month ends, with the dates and times affected. Service credits are the only remedy for missing this commitment.
4. Support
Email support@mwanzo.dev. For paid organisations we aim to respond within:
| Severity | First response |
|---|---|
| Critical: a live app or the dashboard is down for everyone | 4 business hours |
| High: publishing, payments or data saving is failing | 1 business day |
| Normal: questions and other problems | 2 business days |
Business hours are 08:00–18:00 EAT, Monday to Friday, except public holidays in Tanzania.
5. Incidents
During a major incident we email the owners of affected organisations with updates until it is resolved, and send a written summary of what happened and what we changed within 5 business days.