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:
| Starter | Pro | Business |
|---|---|---|
| 99.5% | 99.9% | 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 action).
- Customer-side network or DNS issues.
- Third-party outages (Meta/WhatsApp, Stripe, OpenAI).
- Abuse, misuse, or violations of our Acceptable Use Policy.
- Beta or preview features explicitly labeled as such.
- Scheduled maintenance windows announced 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:
- Below target but above 99.0% → 10% credit of monthly fee.
- Below 99.0% but above 95.0% → 25% credit of monthly fee.
- Below 95.0% → 50% credit of monthly fee.
- Credits apply to the next invoice and cannot be refunded in cash.
- Credits are capped at 50% of the monthly fee.
- Accounts must be in good standing at the time of the request.
- Credits are granted only for documented Downtime.
6. Support Response Times
| Critical | High | Normal |
|---|---|---|
| Service fully unavailable or data loss. | Major feature broken, workaround exists. | General questions or minor issues. |
| 1 hour | 4 hours | 1 business day |
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 [email protected] within 30 days of the incident.
- Include your account ID, the Downtime window, and supporting details.
- Our team will verify against our monitoring records.
- Approved credits are applied to your next invoice.
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.