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Public Commitment · Availability · Support

Service Level Agreement

The availability, support and response commitments that apply to every customer of Emovur across all products.

Read the documentSecurity Note
Version
3.5
Effective
01 Sep, 2026
Last Updated
28 Aug, 2026
Company
Audentrix Pvt. Ltd.
Measured in IST (UTC+5:30) · Credits are the exclusive remedy for missed service levels
Section 01

Scope of this SLA

This Service Level Agreement ("SLA") describes the service levels Audentrix Pvt. Ltd. ("we", "us") commits to for customers with an active, paid subscription in good standing.

It is incorporated by reference into our Terms of Service and applies alongside our Acceptable Use Policy, Privacy Policy and Data Processing Addendum. Where a signed order form or enterprise agreement states different service levels, that document prevails for that customer.

Uptime target
99.9%
Monthly, platform-wide
Support hours
Mon–Sat
10:00 – 20:00 IST
Critical response
60 min
30 min on Advanced
Relationship Manager
Advanced
Named, dedicated contact
Covered services
  • Hosted platform for the WhatsApp Business Platform (Cloud API)
  • Campaign and broadcast tools
  • Template management and submission
  • Shared team inbox
  • Contact management
  • Chatbot and automation flows
  • Analytics
  • Public APIs and webhooks
Not covered
  • The WhatsApp Business Platform itself
  • Meta's Cloud API, Graph API, and template review decisions
  • Quality ratings, messaging limits and account bans (the Upstream Platform)
  • Free trials, sandbox and beta features
  • Third-party integrations
  • Anything listed in Exclusions

We may update this SLA from time to time. Material reductions in service levels take effect no earlier than 30 days after we post the revised version, and never mid-term for a customer on an annual plan already paid for.

Section 02

Platform availability

We use commercially reasonable efforts to keep the platform available for at least the Monthly Uptime Percentage shown below, measured per calendar month in IST (UTC+5:30) by our own monitoring systems. Live and historical availability is published at status.emovur.com.

PlanMonthly uptimeEquivalent downtimeIncident communication
Basic99.0%≈ 7 h 18 m / monthStatus page
Starter99.5%≈ 3 h 39 m / monthStatus page
Advanced99.9%≈ 43 m / monthStatus page, email alert
How downtime is measured

A minute counts as downtime when the platform is unreachable, or when our message-submission API returns 5xx errors for more than 5% of valid requests across a continuous 5-minute window. Partial degradation that leaves a working path is handled as a severity incident, not downtime.

Throughput

Subject to Upstream Platform rate limits and your own WhatsApp messaging tier, we accept at least 50 messages per second per WhatsApp Business Account and submit 95% of accepted messages upstream within 60 seconds of queueing.

Planned maintenance

Scheduled in the 00:00 – 04:00 IST window, announced at least 24 hours in advance on the status page, and capped at 4 hours per month. Emergency maintenance is announced as soon as practicable. Neither counts as downtime.

Section 03

Support hours and channels

Our support team works Monday to Saturday, 10:00 – 20:00 IST, excluding published holidays. Support runs on WhatsApp chat: every conversation you start is logged and worked as a ticket, with a reference you can follow up on. Messages can be sent at any time; those received outside support hours are logged on arrival, and their response clock starts when support hours next open. All response and resolution targets in this SLA are measured in support hours.

ChannelWhereWhenAvailable on
Support tickets over WhatsAppWhatsApp Chat widget in the AppRaise 24×7 · worked in support hoursAll plans
Help centre & docsTo be rolled outAlwaysAll plans
Dedicated Relationship ManagerNamed contact + shared WhatsApp group, assigned at onboardingMon–Sat, 10:00 – 20:00Advanced only
What the Relationship Manager covers
  • A named human who knows your account, reachable directly in support hours for troubleshooting
  • Onboarding, number migration and WABA / Green Tick support
  • Ownership of your escalations end to end, including with the Upstream Platform
  • Scope: troubleshooting and issue resolution. Campaign reviews, performance check-ins and other advisory or consulting work are not included, and no backup manager is assigned when yours is unavailable — tickets are handled by the wider support team in that period.
What makes a ticket actionable

The response clock starts when we receive a ticket containing: your account or WABA ID, the affected phone number or template name, what happened and when it started, steps to reproduce, your proposed severity, and any error codes, request IDs, screenshots or webhook payloads.

  • Tickets may be raised by admins of the account
  • Support is provided in English
Section 04

Severity levels and response targets

You propose a severity when raising a ticket; we confirm or adjust it on first response based on business impact, and tell you why if we change it. "First response" means a substantive reply from a person — an automated acknowledgement does not count. "Resolution" means a fix, a working workaround, or a determination that the cause sits with the Upstream Platform or a third party.

S1
Critical
S2
High
S3
Medium
S4
Low
SeverityDefinition and typical examplesFirst responseTarget resolutionUpdate cadence
S1 · CriticalTotal loss of service. Platform unreachable, no messages sending or receiving across the account, inbox down for all users, suspected data loss or security incident.30 min
Advanced: 15 min
4 support hoursEvery 60 min
S2 · HighA major function is unusable with no workaround. Campaigns failing to send, template sync broken, webhooks not firing, automations not triggering, one number of several affected.2 support hours
Advanced: 1 hour
1 business dayEvery 4 support hours
S3 · MediumDegraded or partially broken function with a workaround available. Slow dashboard, delayed analytics, minor reporting discrepancies, UI defects.8 support hours3 business daysEvery 2 business days
S4 · LowQuestions, configuration help, cosmetic issues, documentation gaps, feature requests. No material impact on operations.1 business dayBest effort / roadmapOn change
Escalation path
  1. 1Support engineer — owns the ticket
  2. 2Relationship Manager or Support Lead — after 2 missed updates, or on request
  3. 3Head of Customer Success
  4. 4Head of Engineering — any S1 open beyond 4 support hours
Incident reports

For any S1 incident, or any downtime exceeding 60 minutes, we publish a post-incident review within 5 business days covering timeline, root cause, customer impact and preventive actions. Advanced customers receive it directly from their Relationship Manager.

Section 05

Service credits

If we miss the uptime commitment for your plan in a calendar month, you may claim a service credit against your next invoice. Credits are the sole and exclusive remedy for missed service levels.

Monthly uptime achievedCredit (% of that month's subscription fee)
Below target, at or above 99.0%5%
95.0% – 99.0%10%
90.0% – 95.0%20%
Below 90.0%30%
  • Claims must be raised through a support ticket within 15 days of the end of the affected month, with the dates, times and impact of the downtime.
  • Credits are calculated on the subscription fee for the affected month only — never on conversation, message or Meta pass-through charges — and are applied to a future invoice. They are not refundable in cash and do not carry over past termination.
  • Total credits in any month will not exceed 30% of that month's subscription fee, and total credits in any 12-month period will not exceed 100% of one month's fee.
  • No credit is due for accounts with overdue invoices, for periods of suspension under the Terms of Service, or for any excluded event listed in Exclusions.
  • If we miss the uptime commitment for 3 consecutive months, you may terminate for cause with 30 days' written notice and receive a pro-rata refund of prepaid, unused fees.
Section 06

Exclusions

Service levels and credits under this SLA do not apply to unavailability, delay or failure caused by any of the following. Time spent waiting on a dependency below is excluded from response and resolution clocks.

Upstream Platform
  • Outages, degradation or rate limiting of the WhatsApp Business Platform, Cloud API or Graph API
  • Template rejections, category changes and review delays
  • Quality-rating drops, messaging-limit tiers, number flagging, restriction or ban
  • Non-delivery caused by the recipient's device, network, blocking or opt-out
  • Changes to Meta's policies, pricing or conversation categories
Customer side
  • Misconfiguration, incorrect API use, or exceeding documented rate limits
  • Content that breaches Meta's commerce or business policies, or our Acceptable Use Policy
  • Non-consented or purchased contact lists, and the spam reports that follow
  • Insufficient balance, expired payment method or overdue invoices
  • Your own hardware, network, browser, VPN or firewall
  • Delays waiting on information, access or approvals we have requested from you
Other
  • Announced planned maintenance and emergency maintenance
  • Beta, trial, sandbox, free and clearly labelled preview features
  • Third-party integrations, CRMs, payment gateways and cloud dependencies
  • Force majeure: natural disaster, war, civil unrest, strike, pandemic, government action, internet backbone or DNS failure, large-scale cyber-attack
  • Suspension or termination in accordance with the Terms of Service
Section 07

Your responsibilities

Customers share responsibility for keeping the service running as intended.

  • Keep your subscription, invoices and messaging balance current.
  • Maintain a verified WhatsApp Business Account and comply with Meta's policies and our Acceptable Use Policy.
  • Send only to contacts who have given valid opt-in, and honour opt-outs promptly.
  • Keep nominated support contacts, billing contacts and escalation details up to date.
  • Report issues promptly with the detail set out in Support hours and channels, and cooperate on diagnosis and testing.
  • Keep integrations on supported API versions and act on deprecation notices within the stated window.
Section 08

Data, security and continuity

  • Hosting: the platform runs on professionally managed cloud infrastructure in Bengaluru, India, behind a cloud firewall, WAF and DDoS protection. Traffic is HTTPS-only over TLS 1.2 / 1.3; databases, disks and backups are encrypted at rest, with keys held in a cloud KMS under periodic rotation.
  • Backups: taken every 24 hours, encrypted, retained for 7 days, with restoration tested monthly.
  • Recovery targets: RPO 15 minutes and RTO 4 hours for a declared disaster, under our documented Disaster Recovery Plan.
  • Retention: WhatsApp messages and media are retained for up to 12 months unless you delete them earlier. You may export supported data, delete conversations, or request permanent deletion at any time.
  • Incident handling: incidents are managed under a documented Incident Response Plan with severity classification, containment, recovery and Root Cause Analysis. Customers are notified without undue delay where an incident materially affects their data, availability or platform security, and regulators are notified where applicable.
  • Access control: MFA, RBAC, strong password policies, session timeouts and brute-force protection; access to production systems and customer data is limited to authorised personnel with a legitimate business need.
  • Exit: accounts scheduled for closure are permanently removed from production systems within 30 days, subject to legal and contractual retention obligations.
  • Compliance: controls aligned with ISO 27001 (certificate 305024121408IS), ISO 9001:2015, GDPR readiness and the DPDP Act, India. Card payments are handled by Razorpay and are outside our PCI DSS scope. Full detail is in our Security Note.
Section 09

Reporting and reviews

Uptime history is public on the status page. On request, we provide a monthly service report covering achieved uptime, tickets raised and closed, response and resolution performance against target, and open items. Advanced customers may request a service review with their Relationship Manager covering performance against this SLA and any open issues.

Section 10

Limitations

Except as expressly stated here, the services are provided on an "as available" basis and we make no warranty that messages will be delivered, that any template will be approved, or that any number will retain a given quality rating or messaging tier — those decisions rest with the Upstream Platform. Our total liability in connection with service levels is limited to the service credits described in Service credits and, in all other respects, to the limitation of liability in the Terms of Service. Nothing in this SLA excludes liability that cannot be excluded under applicable law.

Questions about this SLA?

Our team can help with service reports, credit claims, and enterprise service levels on a signed order form.

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