Service Level Agreement
Our commitment to service quality
99.9%
Service Uptime
We guarantee 99.9% service availability monthly
< 200ms
Response Time
Average bot response time to messages
24/7
Technical Support
Continuous support around the clock
100%
Data Security
Full encryption for all data
1. Scope of Agreement
This agreement applies to all paid waorders services, including the chatbot, admin interface, and integrations with other platforms.
2. Service Availability
We commit to 99.9% service availability monthly, equivalent to less than 44 minutes of downtime per month.
Exceptions:
- Scheduled maintenance (announced in advance)
- Force majeure circumstances beyond our control
- Issues caused by third parties (WhatsApp, platforms)
3. Support Response Times
| Priority | Description | Response Time |
|---|---|---|
| Critical | Service is completely down | Within 1 hour |
| High | Issue affecting operations | Within 4 hours |
| Medium | Limited impact issue | Within 24 hours |
| Low | General inquiries | Within 48 hours |
4. Compensation
In case of failure to meet the guaranteed uptime:
| Uptime | Service Credit |
|---|---|
| 99.0% – 99.9% | 10% of monthly subscription |
| 95.0% – 99.0% | 25% of monthly subscription |
| Below 95.0% | 50% of monthly subscription |
5. Reporting Issues
To report an issue or request compensation, contact us via:
- Email: support@waorders.net
- WhatsApp technical support
- Dashboard > Technical Support