Service Level Agreement
Our commitment to reliability and support excellence.
1. Service Availability Commitment
Wamify is committed to providing a highly reliable messaging infrastructure. We strive to maintain a 99.9% Uptime for our core API and Dashboard services, excluding scheduled maintenance.
2. Message Delivery Performance
While we process and transmit messages to WhatsApp's infrastructure within seconds of receiving your API request, the final delivery time is subject to:
- The connection status of your linked WhatsApp device.
- WhatsApp's global server availability.
- Network conditions of the recipient's device.
3. Support Response Times
We provide technical support during business hours (09:00 - 17:00 WIB). Our target response times based on issue priority are:
| Severity | Definition | Target Response |
|---|---|---|
| Critical | Whole system down / API unavailable | < 4 Hours |
| High | Major feature failure (e.g. Broadcast failing) | < 8 Hours |
| Normal | General questions or minor bugs | < 24 Hours |
4. Maintenance Windows
To ensure peak performance, we occasionally perform system updates. Scheduled maintenance is typically performed during low-traffic periods (00:00 - 04:00 WIB). We notify users at least 24 hours in advance via our dashboard or email for any maintenance expected to last longer than 30 minutes.
5. Exclusions
This SLA does not apply to performance issues caused by:
- Factors outside our reasonable control (e.g., WhatsApp global downtime, internet provider failures).
- Violation of our Terms of Service (e.g., account suspension due to spam).
- Incorrect configuration of API keys or third-party integrations by the user.
- WhatsApp's internal changes or updates to their unofficial protocols.
This SLA is a statement of intent to provide high-quality service and does not constitute a legal guarantee or financial insurance against downtime.