Service Level Agreement
Our commitments around platform availability, support, and incident response for customers on eligible plans.
Last updated: [Effective Date]
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Service availability
We design the platform for high availability across all four channels — Bulk SMS, RCS, WhatsApp Business API, and Voice/IVR/OBD. [Insert the specific uptime percentage commitment and measurement window for your plan — do not publish a number until it's contractually confirmed]
Support & response times
Support is available through the channels listed on our Contact page. Response time targets vary by issue severity and plan. [Insert a response-time table by severity level (e.g. Critical / High / Normal) and plan tier]
Incident management
When an incident affecting service availability is identified, we work to restore normal service and communicate status updates to affected customers until resolution. [Add your incident severity definitions and communication process]
Scheduled maintenance
Planned maintenance that may affect service availability is scheduled to minimize disruption, with advance notice provided to customers where practical. [Specify standard notice period, e.g. 48 hours]
Customer responsibilities
Customers are responsible for maintaining valid DLT registrations, WhatsApp template approvals, and account credentials, and for using the platform in line with our Terms of Service. Delivery outside our platform's control — such as carrier-side or destination-device issues — is not covered by this SLA.
Exclusions & limitations
This SLA does not cover outages caused by factors outside our reasonable control (force majeure), third-party carrier or network failures, scheduled maintenance communicated in advance, or misuse of the Services in violation of our Terms of Service. [Add specific service credit/remedy terms if offered]