Service Level Agreement (SLA)
This SLA defines the service commitments referenced by "Priority support" (Scale) and "Dedicated account manager / Priority onboarding" (AI Omnichannel).
1. Platform availability
[Note: Target uptime, e.g. 99.9% monthly uptime for the core dashboard and sending APIs, excluding scheduled maintenance. Confirm against real infrastructure/monitoring before publishing a number.]
2. Scheduled maintenance
We will provide at least 24 hours' notice via the dashboard and/or email for planned maintenance expected to affect availability, except for emergency security fixes.
3. Support response times
| Plan | Channel | Target first response |
|---|---|---|
| Growth | 2 business days | |
| Scale | Priority support (email + chat) | 1 business day |
| AI Omnichannel | Dedicated account manager | Same business day |
4. Onboarding commitments
| Plan | Onboarding |
|---|---|
| Growth | Standard onboarding support (self-serve guides + email support) |
| Scale | Priority support during setup |
| AI Omnichannel | Priority onboarding with a dedicated account manager assigned |
5. Message delivery — what is and isn't guaranteed
We commit to attempting delivery of every message you send through the platform, subject to valid consent and channel-provider acceptance (Meta, email/SMS carriers). We do not guarantee actual inbox placement, open rates, or conversion outcomes.
6. Remedies for missed commitments
[Note: Define service credits for sustained downtime beyond the committed uptime threshold, once this is an actual operational and finance-reviewed commitment.]
7. Exclusions
This SLA does not cover: outages caused by a third-party provider we depend on (Shopify, Meta, Razorpay, email/SMS carriers) outside our control, your own misconfiguration, or force majeure events.
8. Related policies
This SLA supplements the Terms of Service and does not modify it except as expressly stated here.