A draft service level agreement (SLA) for paid plans. It turns the numbers on the status page into a promise, with a remedy if we miss it. The numbers below are proposals (owner to confirm) and nothing here binds anyone until the page is published without the draft label, or the same terms are agreed in writing. Until then the Terms say there is no uptime guarantee.
Paid plans only (not the free trial). It covers the chat assistant answering visitors on your website and the owner dashboard, the two things the status page checks. It does not cover your own website, your internet, or channels run by other companies.
99.5% in each calendar month. The service counts as up in a 10-minute check when the live check on the status page passes. Downtime is the number of failed checks in the month times 10 minutes, taken from the record shown on the status page and its CSV. If a check is missing because our checker itself was down, we do not count it as up or as down, and we say so on the status page.
For reference, 99.5% allows about 3 hours 36 minutes of downtime in a 30-day month.
Planned maintenance announced at least 24 hours before on the status page, up to 4 hours a month; outages of Zalo, Meta, WhatsApp, e-mail providers or other outside services listed on the sub-processors page; problems caused by your content, settings, keys or website; blocks or limits placed on your account by a channel; abuse or attacks we could not reasonably prevent; and events beyond our reasonable control (for example a wide internet, power or hosting-provider failure outside our systems).
Uptime 99.0% up to below 99.5%: a credit of 10% of that month's plan fee. 95.0% up to below 99.0%: 25%. Below 95.0%: 50%. A credit is never more than 50% of one month's fee.
Ask in writing within 30 days after the end of the month in which it happened, and name the month. We check it against the status record and, if it is right, take the credit off your next plan payment. Credits are not paid out in cash and have no value after the account ends.
The credit is your only remedy for downtime and counts toward the liability limit in the Terms. A repeated miss (below 99.0% in three months in a row) also lets you cancel and get a refund of the current period's unused fee.
First answer to a message sent through the support contact: within 1 business day. If the chat is down for everyone (not a single page or setting), we aim to reply within 4 hours inside the support hours shown on the status page. These are targets to answer, not to fix, and carry no credit.
We post an incident on the status page, which e-mails people who subscribed there. After a long outage (over 1 hour) we publish a short note on what happened and what we change.
We may change this SLA with 30 days' notice by e-mail or in the dashboard. A change applies from the next calendar month. The law of Vietnam governs this page, as in the Terms.