Service level agreement
This agreement applies to the Scale plan only. The Trial, Starter and Growth plans carry no uptime commitment, and we would rather state that here than let a table imply otherwise. If uptime is contractual for you, Scale is the plan.
The commitment
| Plan | Monthly uptime | Support response |
|---|---|---|
| Trial | No commitment | Best effort |
| Starter | No commitment | One working day |
| Growth | No commitment | One working day |
| Scale | 99.9% | Four working hours, severity 1 |
99.9% of a 30-day month allows about 43 minutes of downtime. Current and historical availability is on our status page, which is hosted independently so it stays up when we do not.
What counts as downtime
A period in which the chat API fails to accept a request, or returns an error, for reasons within our control, measured in one-minute intervals from our external monitoring, and confirmed against your own evidence where they disagree. A degraded response that still answers is not downtime; a request that cannot be served is.
What does not count
- Scheduled maintenance announced at least 48 hours ahead, capped at four hours a month and outside 09:00–21:00 IST.
- A model provider outage, where we have failed over as far as our configuration allows. We will tell you when this is the cause rather than describing it as our own incident.
- Your own store or tool being unavailable, which the assistant will report rather than hide.
- Suspension for non-payment, or for a breach of the acceptable use policy.
- Anything caused by your configuration, an origin removed from the allowlist, a hard cap reached, a revoked credential.
- Force majeure, including a network failure between your users and us that is outside our infrastructure.
Service credits
| Monthly uptime | Credit |
|---|---|
| 99.0% to below 99.9% | 10% of that month's fee |
| 95.0% to below 99.0% | 25% of that month's fee |
| Below 95.0% | 50% of that month's fee |
Claim within 30 days of the month in question, to our contact form, with the times you observed. Credits are applied against future invoices and are the sole remedy under this agreement. If we breach the commitment in three consecutive months you may terminate without penalty and we will refund the unused remainder.
Severity definitions
| Severity | Meaning | Response |
|---|---|---|
| 1 | The assistant is not answering for any visitor | Four working hours |
| 2 | A major function is broken, cart, handover, indexing | One working day |
| 3 | Something is wrong but there is a workaround | Three working days |
| 4 | A question, or a request for a change | Five working days |
Working hours are 09:00–18:00 IST, Monday to Friday, excluding Indian public holidays.