Legal
Service level agreement
Availability, support, security and continuity of the Alya Books platform.
Version 1.0 · Last updated 24 September 2026
Draft for legal review. This document has been prepared to reflect how Alya Books works and the requirements of UAE law, but it has not yet been reviewed by counsel. Placeholders appear in double brackets.
01 · Introduction and purpose
This Service Level Agreement ("SLA") describes the service levels Alya Nexus Auditing commits to for the Alya Books platform. It supplements the Terms of Service.
02 · Scope
The SLA applies to the web application, the public API, the MCP server and the scheduled jobs. It does not apply to third-party services (the ASP, the FTA, payment gateways, bank data providers, accounting systems, email delivery to recipients) or to the Customer's own systems and connections.
03 · Definitions
- Availability: the percentage of minutes in a calendar month in which the platform responds to requests, excluding planned maintenance and events outside Alya Books's control.
- Planned maintenance: announced at least [[48]] hours in advance, scheduled outside UAE business hours where possible, limited to [[4]] hours per month.
- Business hours: Monday to Friday, 9:00 to 18:00 Gulf Standard Time, excluding UAE public holidays.
04 · Platform availability
Target availability: [[99.5]] % per calendar month for Professional and Enterprise. If availability falls below the target, Enterprise customers may request a service credit of [[5]] % of the monthly fee per full percentage point below target, up to [[25]] %. Credits are the sole remedy for missed availability.
05 · Support
| Priority | Definition | First response (Professional) | First response (Enterprise) |
|---|---|---|---|
| P1 | Platform unavailable or submissions failing for all users | [[4]] business hours | [[2]] hours, 24/7 for outages |
| P2 | Major function unavailable, workaround exists | [[1]] business day | [[4]] business hours |
| P3 | Minor issue or question | [[2]] business days | [[1]] business day |
Support is provided by email (support@alyabooks.ai) and, for Enterprise, through a named contact. Starter customers receive email support without response-time commitments.
06 · Data security and encryption
TLS for all connections; encryption at rest for databases, files and backups; secrets and credentials stored encrypted; row-level separation per organization; API keys hashed with scopes and expiry.
07 · Compliance
Alya Books reports through an FTA-accredited service provider, validates documents against PINT AE before submission and keeps XML, PDF and submission evidence per document. [[Certifications, if any, to be listed here.]]
08 · Access control and audit logging
Role-based access with granular permissions; audit log of financial actions with user and timestamp; API request log; webhook delivery log; support access on a least-privilege basis and logged.
09 · Change management and maintenance
Changes are tested in staging, released with backward-compatible APIs (breaking changes announced in the changelog with a transition period of at least [[90]] days), and documented in the public changelog.
10 · Security incidents
Incidents are triaged on detection; customers affected by a personal data breach are informed within the period stated in the DPA; a post-incident summary is provided on request.
11 · Data location
Production data is hosted in [[region]]. Sub-processors are listed in the DPA.
12 · Audit and evidence
On request, Alya Books provides documentation of its measures and, for Enterprise customers, supports reasonable audits under the DPA.
13 · Business continuity and disaster recovery
Daily backups with [[7]]-day point-in-time recovery; recovery time objective [[8]] hours; recovery point objective [[24]] hours; recovery procedures tested at least annually.
14 · Reporting
Availability is published on a status page [[URL]]; Enterprise customers receive a monthly report on request.
15 · Validity and changes
This SLA applies from the date above and may be amended with [[30]] days' notice; if an amendment materially reduces the service levels, the Customer may terminate with effect from the amendment date.
16 · Acknowledgement
By using paid plans the Customer acknowledges this SLA.