Service Level Agreement

We target the monthly uptime percentage associated with your plan tier. Higher tiers carry stronger commitments.

Availability is calculated per calendar month as the percentage of time the core platform is reachable, excluding the exclusions below. "Downtime" means a sustained, verified inability to access core functionality attributable to us.

We may perform scheduled maintenance, ideally during low-traffic windows, with advance notice where practical. Scheduled maintenance is not counted as downtime.

The SLA does not cover unavailability caused by:

• Factors outside our reasonable control (force majeure, internet or ISP failures).
• Third-party services and providers (e.g., Meta/WhatsApp, payment processors, your integrations).
• Your misuse, misconfiguration, or breach of the Terms/AUP.
• Free, trial, beta, or preview features.
• Suspension for non-payment or policy violations.

If we miss the uptime target for your eligible plan in a given month, you may request service credits applied to a future invoice. Credits are the sole and exclusive remedy for missed uptime targets.

• Request credits within 30 days of the incident by emailing [email protected].
• Credits are calculated as a percentage of that month's fee based on the shortfall, per your plan's terms.
• Credits do not apply to third-party pass-through charges.

Support channels and response targets vary by plan (e.g., community, email, priority, dedicated). We aim to acknowledge issues promptly and prioritise by severity, with faster targets on higher tiers.

General support: [email protected].