Service Level Agreement (SLA)
Replyot
Effective Date: April 21, 2026
1. Overview
This SLA defines the service performance standards, availability commitments, and support response times for Replyot's SaaS platform.
2. Service Availability
2.1 Uptime Commitment
Replyot aims to provide:
- 99.5% monthly uptime for core services
2.2 Exclusions
Uptime calculations exclude:
- Scheduled maintenance
- Force majeure events
- Third-party service failures (e.g., Meta, WhatsApp, Telegram APIs)
3. Scheduled Maintenance
- Maintenance will be announced in advance when possible
- Typically performed during low-traffic hours
4. Support and Response Times
| Priority Level | Description | Response Time |
|---|---|---|
| Critical | Service unavailable | Within 4 hours |
| High | Major feature issue | Within 8 hours |
| Medium | Partial disruption | Within 24 hours |
| Low | General inquiries | Within 48 hours |
5. Incident Management
In case of service disruption:
- Issues are logged and prioritized
- Users are notified for major incidents
- Resolution updates are provided as needed
6. Service Credits
If uptime falls below 99.5%:
| Uptime | Credit |
|---|---|
| 99.0% – 99.49% | 5% monthly fee |
| 98.0% – 98.99% | 10% monthly fee |
| Below 98.0% | 20% monthly fee |
Credits are applied to future billing cycles.
7. Customer Responsibilities
Customers must:
- Maintain secure account credentials
- Ensure proper integration setup
- Use services in compliance with Terms
8. Limitations
This SLA does not apply to:
- Free-tier users (unless stated)
- Beta or experimental features
9. Modifications
Replyot reserves the right to update this SLA with notice.
10. Contact
For SLA-related inquiries:
Email: support@replyot.com