What you can expect from Ihjiz in terms of availability, maintenance and support. Section 11 of the Terms of Service is the binding text; this page explains how we operate in practice and what each plan includes.
1.Availability
- We operate the platform to an internal target of 99.9% monthly availability for the API and the business portal, excluding planned maintenance. This is a target we measure and report against, not a contractual guarantee, unless we have agreed one with you in writing.
- Enterprise customers can request a written service-level agreement with defined credits. Where one is signed, it prevails over this page.
- Availability is measured at our edge, by the fraction of minutes in a calendar month in which the API answers health checks and signed-in requests succeed.
2.Planned maintenance
- Most deployments cause no interruption. When maintenance will interrupt service, we announce it at least 48 hours ahead in the platform and by email to account owners, and we schedule it in the lowest-traffic window for the region.
- Planned maintenance is limited to 4 hours per calendar month and does not count against the availability target.
3.Incidents
- During an incident we post updates in the platform banner and by email to account owners at least every 60 minutes until it is resolved.
- Reminders, notifications and follow-ups that could not be sent during an outage are queued and sent when service resumes, unless their time has passed, in which case they are recorded as skipped so you can see what did not go out.
- After any incident longer than 30 minutes we publish a summary: what happened, how long it lasted, what we changed.
4.Support
| Plan | Channels | Hours | First response target | Also included |
|---|---|---|---|---|
| Free | Email, in-app Support | Business days | 2 business days | Help articles, community answers |
| Pro | Email, in-app Support | Business days | 1 business day | Import mapping help when migrating |
| Enterprise | Email, in-app Support, priority queue | Business days, extended hours by agreement | 4 business hours; 1 hour for a full outage | Guided onboarding, named contact, written SLA on request |
Business days follow the Sunday-to-Thursday week in Saudi Arabia and the Gulf and Monday-to-Friday elsewhere, according to the business's configured country. Response targets are for the first substantive reply, not necessarily a resolution. Security reports go to security@ihjiz.co and are handled under the Security page regardless of plan.
5.Backups and recovery
- The database is continuously backed up with point-in-time recovery, retained for [retention window to confirm, e.g. 7 days].
- Our recovery objectives are a recovery point of 5 minutes and a recovery time of 4 hours for a full database restore.
- Backups protect against our failures, not against yours. Records you delete in the platform are gone from your view immediately; we can restore them from backup only within the retention window, on written request from an account owner, and as a paid service outside Enterprise.
6.Your data, any time
Exports of customers, appointments, invoices, payments and reports are available on every plan. Large exports run in the background and are delivered to your inbox. You do not need to ask us to get your data out.
7.Changes to features
We ship improvements continuously. If we remove or materially reduce a feature you rely on, we give at least 30 days' notice in the platform and by email, and the Refunds page describes your options if you decide to leave because of it.