Service Level Agreement

Last updated: March 12, 2026

This Service Level Agreement ("SLA") applies to all SellAIBots platform customers on the Scale plan. Growth and Starter plan customers receive best-effort support without contractual SLA guarantees.

1. Uptime Guarantee

We guarantee 99.9% monthly uptime for the SellAIBots platform, measured as the percentage of total minutes in a calendar month during which the Service is available.

Monthly Uptime Service Credit
99.0% – 99.9% 10% of monthly fee
95.0% – 99.0% 25% of monthly fee
Below 95.0% 50% of monthly fee

Scheduled maintenance windows (announced 48 hours in advance) and force majeure events are excluded from uptime calculations.

2. Response Times

We classify support requests by severity and commit to the following initial response times:

Severity Description Response Time
Critical Platform-wide outage or data loss affecting all clients 1 hour
High Major feature unavailable or significant degradation for multiple clients 4 hours
Medium Minor feature issue or single-client impact with workaround available 1 business day
Low General questions, feature requests, or cosmetic issues 2 business days

3. Support Channels

Email

Available for all plans. Submit via the Help Center or contact form.

Live Chat

Available for Growth and Scale plans during business hours (9 AM – 6 PM ET, Mon–Fri).

Phone

Available for Scale plan customers. Direct line to your dedicated account manager.

4. Escalation Procedures

If you are not satisfied with the response to a support request, you may escalate through the following tiers:

  1. 1

    Support Team

    Initial point of contact. All tickets start here. Respond via email or live chat.

  2. 2

    Support Manager

    If unresolved after initial response time, request escalation to a support manager. Available during business hours.

  3. 3

    Executive Escalation

    For unresolved Critical or High severity issues persisting beyond committed response times. Reserved for Scale plan customers.

5. Exclusions

This SLA does not apply to: (a) features identified as alpha or beta; (b) issues caused by factors outside our reasonable control, including force majeure events, third-party service outages, or client-side misconfigurations; (c) scheduled maintenance announced at least 48 hours in advance; or (d) accounts in violation of the Terms of Service.

Questions about our SLA?

Contact Support