Service Level Agreement

1. Uptime Target

We target 99.9% monthly availability of the agent runtime, excluding scheduled maintenance announced at least 48 hours in advance and outages caused by third-party channels (e.g., WhatsApp, email providers) or client systems.

2. Support Response Windows

• Starter: email support, first response within 1 business day.
• Business: priority support, first response within 4 business hours.
• Premium: 24/7 dedicated channel, critical issues within 1 hour.
• Enterprise: custom response targets defined in the order form.

3. Service Credits

• 99.0%–99.9% availability: 10% credit of the monthly fee.
• 95.0%–99.0%: 25% credit.
• Below 95.0%: 50% credit.
• Credits must be requested within 30 days and are the sole remedy for availability shortfalls.

4. System Status

Incidents are communicated by email to account contacts and in the client dashboard.