Service Level Agreement

Availability commitment

We commit to monthly availability of no less than 99.9% for the platform's core services, measured across the calendar month.

What does not count against availability

The following periods are excluded from the calculation:

• Scheduled maintenance announced at least 48 hours in advance.
• Outages caused by external platforms (WhatsApp, Meta, Telegram) or by your own connectivity provider.
• Use that breaches your plan's limits or these terms.
• Force majeure events outside reasonable control.

Issue severity and response times

We classify reports by their impact on your business:

• Critical — the service is fully down: response within one hour, and continuous work until resolved.
• High — a core feature is broken with no workaround: response within 4 working hours.
• Medium — a partial fault with a workaround: response within one working day.
• Low — a question or an improvement request: response within two working days.

Credits when we fall short

If monthly availability drops below our commitment, you earn a credit on the following month's invoice:

• Below 99.9% down to 99.0%: a credit of 10% of the monthly subscription.
• Below 99.0% down to 95.0%: a credit of 25%.
• Below 95.0%: a credit of 50%.

How to claim a credit

Submit the claim within 30 days of the end of the affected month through our support channels, listing the outage periods. We review it and reply within 10 working days.

The credit is the sole remedy for a breach of the availability commitment.

Backup and recovery

We take daily backups and retain them for 30 days. Our recovery time objective is 4 hours and our recovery point objective is 24 hours.

Dedicated support

The Enterprise plan includes a dedicated account manager, a direct support channel, and a regular review of your account's performance and platform usage.