Service Level Agreement (SLA)
Effective Date: April 12, 2026 · Last Updated: April 12, 2026
This Service Level Agreement ("SLA") is a binding commitment between Web Engine Dijital ("WpAsis", "we", "us") and the subscriber ("Customer", "you") regarding the availability and performance of the WpAsis platform. This SLA applies to all paid plans (Starter, Pro, Business).
1. Definitions
"Service" — The WpAsis platform including AI message processing, WhatsApp connectivity, web dashboard, and API endpoints.
"Downtime" — A period where the Service is unavailable or unreachable, as measured by our external monitoring system. Scheduled maintenance windows are excluded.
"Monthly Uptime Percentage" — Total minutes in a calendar month minus Downtime minutes, divided by total minutes in that month, expressed as a percentage.
"Service Credit" — A credit issued to your account as compensation for Downtime that falls below the committed SLA target.
2. Uptime Commitment
WpAsis commits to the following Monthly Uptime Percentages:
| Plan | Uptime Target |
|---|---|
| Starter | 99.5% |
| Pro | 99.9% |
| Business | 99.9% |
The Free plan is provided on a best-effort basis and is not covered by this SLA.
3. Scheduled Maintenance
Scheduled maintenance windows are excluded from Downtime calculations. We will notify affected customers at least 48 hours in advance via email. Maintenance is typically scheduled during low-traffic hours (02:00 – 06:00 UTC on weekdays).
4. Exclusions
This SLA does not apply to service disruptions caused by:
- Force majeure events (natural disasters, war, government actions)
- Failures of third-party services including WhatsApp, Meta platforms, or upstream internet providers
- Customer-side issues (network connectivity, device, browser)
- Actions or inactions of the Customer that violate the Terms of Service
- DNS propagation delays outside our control
- Scheduled maintenance communicated in advance
5. Service Credits
If WpAsis fails to meet the Monthly Uptime Percentage for your plan, you are eligible for Service Credits as follows:
| Monthly Uptime | Service Credit |
|---|---|
| 99.0% – 99.49% | 10% of monthly fee |
| 95.0% – 98.99% | 25% of monthly fee |
| Below 95.0% | 50% of monthly fee |
Service Credit conditions:
- Credits must be requested within 30 days of the affected month
- Credits are applied to your next billing cycle and are not refundable as cash
- Maximum credit per month shall not exceed 50% of your monthly subscription fee
- Credits are calculated based on the subscription fee for the affected month
6. Support Response Times
| Severity | Description | Response Time |
|---|---|---|
| Critical | Service completely unavailable | 1 hour (Business), 4 hours (Pro/Starter) |
| High | Major feature degraded | 4 hours (Business), 8 hours (Pro/Starter) |
| Normal | Non-critical issue or question | 24 hours (all plans) |
Response times are measured during business hours (09:00 – 18:00 UTC, Monday – Friday), except for Critical severity on Business plans which is 24/7.
7. Monitoring & Reporting
WpAsis uses external monitoring services to track platform availability at 1-minute intervals from multiple geographic locations. In case of a dispute, our monitoring data shall be the authoritative source for uptime calculations.
8. How to Request a Service Credit
- Email support@wpasis.com with the subject line "SLA Credit Request"
- Include your account email, affected dates, and a description of the Downtime experienced
- Submit the request within 30 calendar days of the affected month
- We will review and respond within 5 business days
9. SLA Modifications
WpAsis reserves the right to modify this SLA with 30 days prior notice. Changes will be communicated via email to all active subscribers. Continued use of the Service after the effective date of changes constitutes acceptance of the modified SLA.
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