Do you want a personalized conversational solution?
Do you want a personalized conversational solution?
Talk to us

Service Level Agreement (SLA)

WOZTELL

Service Level Agreement (SLA)

platform.woztell.com

Version 1.0     ·     Last updated: 12 July 2021

1. Purpose and scope

This Service Level Agreement (the “SLA”) sets out the availability and support commitments that WOZTELL offers its customers with respect to the platform available at platform.woztell.com (the “Covered Services”).

WOZTELL is operated by 3S CONVERSATIONAL PLATFORM, S.L. (“WOZTELL SANUKER”), with registered office at Av. Cortes Valencianas 10, floor 1, 46015 Valencia (Spain), Tax Identification Number B75461509, registered in the Commercial Registry of Valencia on 2 December 2024 (electronic folio, IRUS 1000436512870, entry 1, sheet V-222199). Contact email: support@woztell.com.

This SLA forms part of, and is subject to, the Terms and Conditions of the service, available at woztell.com/terms-and-conditions-of-service.

The Covered Services include:

  • Access to the WOZTELL web platform (inbox, flow builder and admin panel).
  • The public WOZTELL API for sending and receiving messages.

The following are expressly excluded from the Covered Services: beta, early-access or preview versions; third-party integrations; and any service provided by underlying providers (see Section 5).

2. Definitions

Total Monthly Time: the total number of minutes in the relevant calendar month.

Downtime: the minutes, measured in 5-minute intervals, during which the Covered Services are unavailable, excluding scheduled maintenance and the events described in Section 5.

Monthly Availability (%): calculated as (Total Monthly Time − Downtime) / Total Monthly Time × 100.

3. Availability commitment

WOZTELL commits to maintaining a Monthly Availability of at least 99.9% for the Covered Services, calculated per calendar month according to the formula in Section 2.

4. Scheduled maintenance windows

Scheduled maintenance is not counted as Downtime. WOZTELL will provide notice of planned maintenance at least 48 hours in advance and will endeavour to carry it out within the low-activity window.

5. Exclusions

No Downtime will be deemed to have occurred —and this SLA will not apply— where the unavailability results from:

  • Failures, outages or changes in the infrastructure of Meta / WhatsApp Business Platform, or in any underlying messaging channel, that are beyond WOZTELL’s reasonable control.
  • Issues with telecommunications providers, Internet access or the network beyond the point where WOZTELL maintains control.
  • Acts or omissions of the customer or third parties, including misuse of the platform or breach of the usage policies.
  • The customer’s equipment, software, applications or third-party integrations.
  • Force majeure events (natural disasters, widespread power outages, large-scale cyberattacks, government actions, etc.).
  • Suspensions due to non-payment or breach of the Terms and Conditions.

6. Technical support and response times

WOZTELL classifies incidents by priority and commits to the following first-response times:

Priority

Definition

First response

P1 – Critical

Platform completely down or inaccessible to all users; no workaround available.

1 hour

P2 – High

Core functionality severely degraded or unusable; impacts business operations.

3 hours

P3 – Medium

Issue affecting non-critical functionality; a workaround exists.

12 hours

P4 – Low

General enquiry, information request or improvement with no impact on the service.

48 hours

First-response times are measured within support hours: Monday to Friday, 24 hours. Response times may vary depending on the customer’s contracted plan.

7. Limitation of liability

The service levels described in this SLA constitute commitments regarding the availability and support of the Covered Services. To the maximum extent permitted by applicable law, WOZTELL’s liability arising from any breach of this SLA is governed by and limited in accordance with the Terms and Conditions of the service, and this SLA does not create any indemnification rights beyond those set out in those Terms and Conditions.

8. Term and modifications

This SLA takes effect on the service subscription date and remains in force for the duration of the contractual relationship. WOZTELL may update this SLA by notifying customers at least 15 days in advance. The current version will always be available at woztell.com/sla.

9. Contact

Support and requests relating to this SLA: support@woztell.com.

Talk to us