Service Level Agreement (SLA)

Last updated: 14/7/2025

1. Service Availability

ContactWise commits to maintaining a minimum uptime of 99.99% for our messaging APIs, calculated on a monthly basis. This translates to a maximum downtime of approximately 4.32 minutes per month.

2. Performance Metrics

2.1 API Response Times

• SMS API: 95% of requests processed within 100ms
• WhatsApp API: 95% of requests processed within 200ms
• RCS API: 95% of requests processed within 150ms

2.2 Message Delivery

• SMS delivery rate: 99.5% within 30 seconds
• WhatsApp delivery rate: 99.2% within 60 seconds
• RCS delivery rate: 98.8% within 90 seconds

3. Monitoring and Reporting

We continuously monitor our services and provide real-time status updates at status.contactwise.dev. Monthly SLA reports are available in your dashboard.

4. Planned Maintenance

Scheduled maintenance windows are excluded from SLA calculations. We will provide at least 48 hours advance notice for any planned maintenance that may affect service availability.

5. Service Credits

If we fail to meet our SLA commitments, you may be eligible for service credits:

6. Claiming Service Credits

To claim service credits, you must submit a request within 30 days of the incident. Service credits will be applied to your next monthly bill and cannot exceed 50% of your monthly charges.

7. Exclusions

This SLA does not apply to service unavailability caused by:

• Factors outside our reasonable control (force majeure)
• Customer's equipment, software, or network issues
• Scheduled maintenance with proper notice
• Suspension due to breach of terms
• Third-party service provider issues

8. Support Response Times

9. Contact Information

For SLA-related inquiries or to report service issues, contact us at sla@contactwise.dev or through our support portal.