Service Level Agreement (SLA)

Our service quality and support commitments

%99.9 Uptime Guarantee

Our commitment to uninterrupted service

1. Service Availability

ZenWapp provides a monthly 99.9% uptime commitment, which corresponds to a maximum of 43.2 minutes of unplanned downtime.

Calculation:

  • • Monthly minutes: 43,200
  • • %99.9 uptime: 43,157 minutes
  • • Maximum downtime: 43 minutes

2. Support Response Times

Critical

Service unavailable

2 hours

First response time

High

Important feature degraded

4 hours

First response time

Normal

General questions

8 hours

First response time

3. Planned Maintenance

  • Planned maintenance is announced at least 7 days in advance
  • Maintenance is typically performed on Sundays between 02:00 and 06:00
  • Maximum 4 hours of scheduled maintenance per month except for critical updates
  • Emergency security updates are announced 24 hours in advance whenever possible

4. Performance Guarantees

API Response Time

<200ms

Average

Message Delivery Time

<5 sec

Average

5. Service Credit Policy

If monthly uptime drops below 99.9%, the following service credits apply:

Monthly UptimeService Credit
%99.0 - %99.9%10
%95.0 - %99.0%25
< %95.0%50

* Service credit is applied in the next billing cycle.

6. Exclusions

The SLA does not cover the following:

  • Scheduled maintenance windows
  • DDoS or other cyberattacks
  • WhatsApp platform outages
  • Internet service provider issues
  • Force majeure events
  • User-caused errors

7. Status Page

You can track the live system status here:

Open Status Page ->

This SLA applies only to customers with an SLA agreement. For questions, contact [email protected]