Applies to active paid subscriptions (Pro, Business, Enterprise). Free trials are best-effort.
| Metric | Commitment |
|---|---|
| Platform uptime | 99.5% monthly (excluding scheduled maintenance) |
| Widget & agent API | Included in uptime measurement |
| Support response (Business+) | First response within 1 business day |
| Support response (Enterprise) | First response within 4 business hours |
| Scheduled maintenance | Notified 48h in advance when possible |
If monthly uptime falls below 99.5%, eligible customers may request a pro-rata service credit on the next invoice. Credits are the sole remedy for SLA breaches unless otherwise agreed in writing.
Third-party outages (Meta WhatsApp, payment gateways), customer misconfiguration, DDoS beyond reasonable mitigation, and force majeure.