Service commitment (SLA)

This document describes service targets, not guarantees. It grants no automatic credits or discounts; if we repeatedly miss them, you can cancel under the Terms of service.

We aim for 99.5 % monthly availability of the panel, the API and the assistant, measured on our servers and excluding scheduled maintenance and the exclusions in this document.

We do scheduled maintenance preferably at night, central Mexico time, and give at least 48 hours’ notice when we expect a visible interruption. Urgent security fixes may be made without notice.

• Outages, limits or bans of WhatsApp, Messenger, Instagram or other third-party platforms, including the disconnection of QR linking.
• Failures of the AI, voice, email or payment providers.
• Problems with your connection, devices, integrations or the systems that receive your webhooks.
• Suspensions under the Terms of service and force majeure.

We help you by email at [email protected] and from the panel, Monday to Friday from 9:00 to 18:00, central Mexico time, except official holidays. Critical failures are also monitored outside those hours.

• Critical (the service does not work for your organization): first response within 4 business hours.
• High (a main feature fails with no workaround): first response within 1 business day.
• Normal (questions, settings or minor failures): first response within 2 business days.

During an incident that affects your organization, we will keep you informed by email or in the panel and, for serious incidents, send you a summary with the cause and the measures taken.

We make encrypted backups every day and keep them for 14 days. Our target is to lose no more than 24 hours of data and to restore the service in less than 24 hours after a serious infrastructure failure.

We may update these targets; if we lower them, we will tell you at least 30 days in advance.