Service Level Agreement

This Service Level Agreement ("SLA") sets out our availability commitment for the LetsBot platform, the service credits if we miss it, and our support response targets. It forms part of the Terms & Conditions.

• It applies to paid plans only. It does not apply to free trials or free use.
• It covers the LetsBot platform itself. Delivery of messages through WhatsApp and other channels depends on Meta and the channel providers, and we cannot guarantee it.
• For paid plans, this SLA governs availability and service credits, and replaces any other availability commitment or downtime compensation in the Terms & Conditions.
• The English version governs; the Arabic version is provided for convenience.

• The web panel and the live-chat inbox.
• The public API.
• Receiving incoming events from connected channels and platforms (webhooks).
• The back end that the LetsBot mobile app relies on.

We aim for the covered services to be available at least 99.5% of each calendar month.

Monthly Uptime % = (total minutes in the month − Downtime minutes) ÷ total minutes in the month × 100.

• Downtime is any period of 5 or more consecutive minutes in which a covered service cannot be reached, or returns server errors (5xx codes) for all requests.
• We measure it with an external monitoring service that checks the covered services around the clock. Its records are used to calculate uptime.
• You can include your own evidence with a claim, and we will review it against our records.
• Slow performance or a single feature failing is not Downtime, unless the whole covered service is unusable.

• Third-party outages: outages at Meta (WhatsApp Cloud API, Graph API, Messenger, Instagram), the WhatsApp network for QR-code connections, OpenAI, payment providers, telecom networks, and any other external service outside our reasonable control.
• Scheduled maintenance announced under section 6.
• Force majeure: events beyond our reasonable control, such as natural disasters, wide internet outages and actions of public authorities.
• Customer-caused issues: misconfiguration, exceeding usage limits, your number being banned or restricted by Meta, template rejections, or your own systems and integrations.
• Suspension of the account for non-payment or breach of the Terms.
• Features announced as beta.

• We announce scheduled maintenance at least 48 hours in advance, by e-mail and, where possible, in the panel.
• We carry it out between 02:00 and 06:00 Saudi time whenever possible.
• No more than 4 hours of scheduled maintenance per month are excluded from Downtime.
• We may carry out urgent security maintenance without notice to close a vulnerability, and will tell you as soon as possible.

If Monthly Uptime falls below the target, you are entitled to a service credit as a percentage of that month's fee for the affected plan:

• Credits for any one month are capped at 25% of that month's fee for the affected plan.
• For annual subscriptions, the monthly fee is the annual fee divided by 12.
• Credits are applied to future invoices. They are not paid in cash and cannot be transferred to another account.
• The fee used for credits does not include Meta message charges or other third-party fees.

1. Send your claim to support@letsbot.net with the subject "SLA credit claim" within 30 days after the end of the month in which the Downtime occurred.
2. Include your workspace ID, the dates and times of the Downtime, and what was affected.
3. We reply within 10 business days. A claim not made within the deadline does not earn a credit.

Service credits are your sole and exclusive remedy for our failure to meet the uptime target.

This section does not limit our data protection obligations under the Data Processing Agreement, or any liability that cannot be limited by law.

These are targets for the first response, not for resolution.

If a covered service fails for all customers or for a large number of them:

• we tell affected customers by e-mail, and in the panel where possible, as soon as the outage is confirmed;
• we send an update at least every 60 minutes until the service is restored;
• for any incident longer than 30 minutes, we send a summary of what happened, why, and what we have done to prevent it recurring, within 5 business days.

We may update this SLA and will tell account owners 30 days before any material change. The uptime target and credits will not be reduced during your current paid subscription term.