Service Level Agreement
1. Overview
This Service Level Agreement (“SLA”) is part of the Terms of Service and describes the service availability commitments, support response times, and remedies applicable to your use of the Autobillr platform.
This SLA applies to Users on paid subscription tiers (Pro and Ultimate). Free Tier users receive best-effort service availability with no SLA commitments.
2. Service Availability
2.1 Uptime Commitment
| Component | Pro Tier | Ultimate Tier |
|---|---|---|
| Web Application (autobillr.dev) | 99.5% | 99.9% |
| API Endpoints (api.autobillr.dev) | 99.5% | 99.9% |
| Chase Automation (email/SMS/WhatsApp delivery) | 99.0% | 99.5% |
“Uptime” is measured as the percentage of minutes in a calendar month during which the applicable component is operational and accessible.
2.2 Exclusions
The following are excluded from uptime calculations:
- Scheduled maintenance windows (announced 48+ hours in advance).
- Downtime caused by factors outside our control, including force majeure, internet backbone failures, third-party provider outages, DNS issues, and DDoS attacks.
- Downtime resulting from your actions, including misconfiguration or excessive API usage.
- Features labeled as “beta” or “experimental.”
2.3 Scheduled Maintenance
Routine maintenance is scheduled during low-usage periods (typically Sunday 2:00–6:00 AM EAT / Saturday 11:00 PM – Sunday 3:00 AM UTC) with at least 48 hours' advance notice. Emergency maintenance for security vulnerabilities may be performed with shorter notice.
3. Support Response Times
3.1 Support Channels
| Tier | Channels | Hours |
|---|---|---|
| Free | Email, Help Center | Mon–Fri, 9am–5pm EAT |
| Pro | Email, In-app chat | Mon–Fri, 8am–8pm EAT |
| Ultimate | Email, In-app chat, Priority queue | Mon–Sat, 8am–10pm EAT |
3.2 Response Time Targets
| Severity | Description | Pro | Ultimate |
|---|---|---|---|
| Critical | Service entirely unavailable; data loss | 4 hours | 1 hour |
| High | Major feature degraded; AI features not functioning | 8 hours | 2 hours |
| Medium | Minor feature issue; UI bug; non-blocking error | 24 hours | 8 hours |
| Low | Question, feature request, documentation issue | 48 hours | 24 hours |
Response times are measured during the applicable support hours and refer to the initial meaningful response (not an automated acknowledgment).
4. Service Credits
4.1 Credit Calculation
| Monthly Uptime | Service Credit (% of Monthly Fee) |
|---|---|
| 99.0% – below commitment | 5% |
| 95.0% – 98.99% | 15% |
| 90.0% – 94.99% | 30% |
| Below 90.0% | 50% |
4.2 Credit Conditions
- Service credits are applied to your next billing cycle and are not redeemable for cash.
- Claims must be submitted to support@autobillr.dev within 30 days of the end of the affected month.
- Maximum credits in any billing period shall not exceed 50% of your monthly subscription fee.
- Service credits are your sole and exclusive remedy for failure to meet uptime commitments.
5. Communication Delivery SLA
- Email (via Resend): 98% delivery rate target (emails accepted by recipient's mail server).
- SMS (via Africa's Talking / Twilio): 95% delivery rate target.
- WhatsApp (via Twilio): 97% delivery rate target for active WhatsApp accounts.
These delivery targets are best-effort commitments, not guaranteed SLAs, because delivery depends on third-party platforms and recipient-side factors.
6. Data Durability
We implement daily automated backups retained for 30 days. Backups are tested monthly. In the event of data loss caused by our systems, we will restore from the most recent available backup. You are encouraged to maintain your own backups through the Service's data export functionality.
7. Status Page
Current and historical service status is available at status.autobillr.dev. We publish real-time incident updates, planned maintenance schedules, and post-incident reports. You can subscribe to status updates via email or RSS.
8. Changes to This SLA
We may update this SLA from time to time. We will provide 30 days' advance notice of any changes that reduce our commitments.
9. Contact
For SLA-related inquiries or service credit claims: support@autobillr.dev
This SLA is part of the Autobillr Terms of Service.