Service Level Agreement

Last updated: 06 September 2026 1. AVAILABILITY TARGET We target 99.5% monthly availability of the panel and the sending queue, measured excluding planned maintenance and events outside our control. 2. WHAT IS EXCLUDED - Outages of the WhatsApp Cloud API or any Meta service - Failures of payment gateways, email providers or AI providers - Problems caused by your configuration, your token expiring, or your number being restricted - Planned maintenance announced at least 24 hours in advance - Force majeure 3. MAINTENANCE Planned maintenance is scheduled outside Indian business hours where possible and announced in the panel. 4. SUPPORT RESPONSE TARGETS Critical, service completely unavailable: within 4 business hours High, sending failing for one account: within 8 business hours Normal questions and configuration help: within 1 to 2 business days Feature requests: acknowledged, no committed date Priority plans receive the shorter targets. Support is provided in English and Hindi through tickets in the panel and by email. 5. SERVICE CREDITS If availability in a calendar month falls below 99.5% due to a fault on our side, you may request a credit of 10% of that month's subscription fee. Below 95%, 25%. Requests must be made within 30 days. 6. BACKUPS Databases are backed up daily. Backups are for disaster recovery, not for restoring data you deleted yourself. Contact: support@wasuite.test