Scope
This SLA applies to paid plans and forms part of the Terms of Service. It does not apply to free-tier workspaces, beta features, or connectors labelled as such in the product.
Uptime commitment
We target 99.9% monthly uptime for the API, the inbox, and message delivery to the WhatsApp Cloud API. Uptime is measured per calendar month as the percentage of one-minute intervals in which the service responded successfully to health checks. Current component health is published on our status page.
What is excluded
- Scheduled maintenance announced at least 48 hours in advance.
- Faults in Meta’s WhatsApp Business Platform, or in a third-party service you have connected. We do not control their availability.
- Suspension for non-payment, or for breach of the Acceptable Use Policy.
- Issues caused by your own configuration, integrations, or exceeding plan limits.
- Force majeure events.
Service credits
| Monthly uptime | Credit (% of that month’s fee) |
|---|---|
| 99.0% – < 99.9% | 10% |
| 95.0% – < 99.0% | 25% |
| < 95.0% | 50% |
Credits are the sole and exclusive remedy for downtime. To claim, contact support within 30 days of the end of the affected month with the dates and times concerned. Credits are applied to a future invoice and are not refundable in cash.
Support response targets
| Severity | Definition | First response |
|---|---|---|
1 — Critical | Service wholly unavailable in production | 1 business hour |
2 — High | Major function impaired, no workaround | 4 business hours |
3 — Normal | Partial impairment with a workaround | 1 business day |
4 — Low | Question or enhancement request | 3 business days |
Business hours are Monday–Friday, 09:00–18:00 UTC, excluding public holidays.