Wawp Service Level Agreement (SLA). This agreement establishes our technical and structural commitments regarding system availability, server stability, and technical support response targets.
1. 99.9% Uptime Commitment
Wawp guarantees an average programmatic platform and API uptime of at least 99.9% in any calendar month, excluding planned maintenance intervals.
Uptime percentages are calculated utilizing comprehensive monitoring tools and backend cluster state tracking.
2. Planned Maintenance Windows
To maintain robust security and system efficiency, scheduled maintenance may be conducted. Wawp commits to:
- Dispatching an alert to all registered administrators at least 24 hours in advance.
- Scheduling maintenance windows during off-peak traffic periods to minimize operations interference.
3. Programmatic Technical Support Matrix
Our support engineers are structured to offer reliable resolution frameworks based on priority severity:
| Severity Level / Incident Type | Maximum Response Frame |
|---|---|
| Critical Severity (Complete API or message routing halt) | Within 2 Hours |
| Medium Severity (Partial block or features malfunction) | Within 6 Hours |
| Low Severity (General questions or custom configurations) | Within 24 Hours |
4. SLA Service Credits
If platform uptime drops below the guaranteed 99.9% threshold in a specific calendar month, paid subscribers are eligible to request Service Credits as follows:
- Uptime between 99.0% and 99.9%: 10% credit of the monthly billing fee.
- Uptime below 99.0%: 25% credit of the monthly billing fee.
Approved credits will be applied directly to your Wawp billing wallet. Claims must be submitted within 30 days after the affected month.