SERVICE LEVEL AGREEMENT
Document key: SLA · Version: 2.0
3.1 Scope
This SLA applies only to Wapzio-controlled components of the platform. It expressly excludes Meta/WhatsApp availability, template approval, quality ratings, carrier delivery, and Recipient device behaviour.
3.2 Uptime (where purchased)
| Tier | Monthly uptime | Measurement |
|---|---|---|
| Standard | Target 99.5% (no credits) | — |
| Business | 99.5% committed | Successful health-check requests to core API per calendar month |
| Enterprise | 99.9% committed | As above, plus dashboard availability |
Excluded from downtime: scheduled maintenance notified ≥48 hours in advance (max 4 hours/month, in the window Sun 00:00–04:00 IST); emergency security maintenance; Meta/WhatsApp or carrier outages; force majeure; Client misconfiguration, exceeding rate limits, or unsupported integrations; suspension under clause 1.10 of the Terms; beta or labelled-preview features.
3.3 Service credits
| Monthly uptime achieved | Credit (% of that month's subscription fee) |
|---|---|
| < 99.5% but ≥ 99.0% | 5% |
| < 99.0% but ≥ 98.0% | 10% |
| < 98.0% but ≥ 95.0% | 20% |
| < 95.0% | 30% |
Claim procedure: written claim to support@wapzio.com within 30 days of the end of the affected month, with dates, times and affected requests. Credits are applied against future invoices, are not payable in cash, and are capped at 30% of the monthly fee. Service credits are the sole and exclusive remedy for failure to meet an uptime commitment.
3.4 Support response targets
| Severity | Definition | Target first response | Hours |
|---|---|---|---|
| P1 | Complete outage or confirmed security incident affecting production | 1 hour | 24×7 (Enterprise) / support hours (others) |
| P2 | Major function unavailable; no workaround | 4 business hours | Support hours |
| P3 | Degradation with workaround | 1 business day | Support hours |
| P4 | Query, minor defect, feature request | 2 business days | Support hours |
Wapzio classifies severity acting reasonably. Response targets are targets, not commitments, unless the Order Form expressly makes them commitments. Resolution times are not committed. Every ticket records: ticket ID, severity, opened-at, first-response-at, resolved-at, actor, and reclassification history — this is your evidence if a Client alleges non-support.
3.5 Escalation
L1 support@wapzio.com → L2 escalation@wapzio.com → L3 Roshan Bachhav - roshan.anantkamal@gmail.com → L4 Vaishanvi Rawankar - vaishanvi.anantkamal@gmail.com.