Ahlan provides the Service on an "AS-IS" basis with NO guaranteed uptime, availability, or performance levels.
1. Service Availability
Ahlan does NOT guarantee any specific uptime percentage or availability level. Service may be:
Interrupted for maintenance, updates, or security patches
Degraded during high traffic periods
Suspended for technical reasons beyond our control
Modified or discontinued with minimal notice
Unavailable due to ISP, hosting provider, or third-party failures
2. Maintenance Windows
Scheduled Maintenance
We aim to perform maintenance during low-traffic periods (typically Tuesday-Thursday, 2-4 AM UTC). We will announce major maintenance 7+ days in advance via email or in-app notifications.
Emergency Maintenance
Security incidents, critical bugs, or infrastructure failures may require immediate action with no prior notice.
3. Best Effort Support
Ahlan provides support on a "best effort" basis:
Free accounts: Support within 5-7 business days (no guarantee)
Premium accounts: Support within 24-48 hours (best effort)
Enterprise: Dedicated support (separate agreement required)
No guarantee of support availability on holidays or weekends
4. Performance Standards (Best Effort)
Average Call Quality: We aim for video/audio quality sufficient for communication, but quality depends on internet connection
Translation Speed: Translations typically complete within 1-5 seconds, but may vary
Translation Accuracy: No guarantee of accuracy (see AI Disclaimer)
5. Status & Incidents
For real-time service status:
Check status.ahlan.app for ongoing incidents
Follow @AhlanStatus on Twitter for updates
Major incidents posted to ahlandev@ahlantranslationapp.com mailing list
We publish incident reports 7+ days after resolution
6. No Liability for Outages
Ahlan is NOT liable for:
• Service interruptions, downtime, or degradation
• Lost calls, messages, or data during outages
• Missed business opportunities or revenue due to service unavailability
• Third-party service failures (AWS, Twilio, etc.)
7. Refunds for Outages
If Ahlan experiences an unplanned outage > 4 hours:
Premium subscribers may request a one-time credit
Outages caused by your ISP or device are NOT eligible
Credits are limited to 10% of monthly subscription cost
Request credit within 30 days of outage
8. Service Changes
Ahlan reserves the right to change, modify, or discontinue the Service at any time with 30 days' notice (or immediately for security reasons). Discontinued features will result in automatic refunds for unused subscription periods.