Service Level Agreement
Company: WHOZA AI LTD
ICO Registration: ZC077271
1. Uptime Guarantee
We guarantee 99.5% uptime for our AI call handling service, measured monthly. Uptime is calculated as the percentage of time the service is available to answer calls, excluding scheduled maintenance.
99.5% uptime = maximum of 3.6 hours downtime per month
2. Service Credits
If we fail to meet the 99.5% uptime guarantee in a given month, you are entitled to service credits:
| Uptime | Credit |
|---|---|
| 99.0% – 99.4% | 10% of monthly fee |
| 98.0% – 98.9% | 25% of monthly fee |
| Below 98.0% | 50% of monthly fee |
Service credits are applied to your next month's invoice. They do not accumulate beyond 50% of one month's fee.
3. Exclusions
The following are excluded from uptime calculations:
- •Scheduled maintenance with 48 hours' notice
- •Force majeure events (see Terms of Service)
- •Third-party provider outages (Twilio, Stripe, Supabase) beyond our control
- •Issues caused by your phone provider or internet connection
- •Problems arising from your misuse of the service
4. Call Answering Time
We target the following performance metrics:
- •Call pickup: Within 3 rings (approximately 10 seconds)
- •Enquiry qualification: Average 60 seconds
- •WhatsApp delivery: Within 5 seconds of call completion
5. Scheduled Maintenance
We may perform scheduled maintenance to improve the service. We will notify you at least 48 hours in advance via email and WhatsApp. Maintenance windows are typically outside UK business hours (20:00 – 06:00 GMT).
6. Support Response Times
| Severity | Response Time | Resolution Target |
|---|---|---|
| Critical — Service down | Within 1 hour | 4 hours |
| High — Major feature impaired | Within 4 hours | 24 hours |
| Medium — Minor issue | Within 24 hours | 72 hours |
| Low — Question or request | Within 48 hours | 7 days |
7. How to Claim Credits
To claim a service credit, contact us at [email protected] within 30 days of the month in question. Include the dates and times of the outage. We will verify and apply credits to your next invoice.
8. Limitations
Service credits are your sole remedy for uptime failures. They do not entitle you to terminate your subscription or claim additional damages. The maximum credit in any month is 50% of your monthly fee.
9. Changes
We may update this SLA with 30 days' notice. Continued use = acceptance.