Service Level Agreement
Our commitment to your uptime
What you can expect from us, how we measure it, and what we do if we miss.
Uptime guarantee by support level
Calculated monthly across the production API surface. Scheduled maintenance windows announced 7 days in advance are excluded.
| Support level | Uptime target | Support response | Service credit kicks in |
|---|---|---|---|
Standard support Every prepaid-credit customer | 99.5% | 8 business hours | < 99.0% in calendar month |
Enterprise Customers on custom per-minute rates | 99.95% | 30 minutes (24×7) | < 99.9% in calendar month |
Severity classification
How we triage incoming incidents. All severities are tracked publicly on our status page.
S1 — Critical
Full outage; all calls failing platform-wide.
Ack: 15 min
Resolve: < 4 hours
S2 — Major
Single component degraded for > 5% of customers.
Ack: 1 hour
Resolve: < 24 hours
S3 — Minor
Cosmetic / single-tenant issue, workaround available.
Ack: 1 business day
Resolve: Next sprint
Service credit calculation
If we miss the uptime target for your support level in a calendar month, you’re entitled to a service credit, added to your credit wallet, worth a share of that month’s voice and number charges:
- 0.1% to 1.0% below target — 10% credit
- 1.0% to 2.0% below target — 25% credit
- More than 2.0% below target — 50% credit
Credits are not issued automatically. Email billing@callsathi.com within 30 days of the incident with the affected month and we’ll reconcile.
What’s not covered
- Scheduled maintenance windows announced at least 7 days in advance.
- Issues caused by third-party telephony / WhatsApp / payment providers when the upstream service is itself reporting an outage.
- Customer-side misconfiguration (wrong API key, mis-routed DNS, deleted phone number, revoked Meta access token).
- Force majeure events: natural disasters, government action, war, cyber-warfare campaigns.
- Bonus credits added by our team (including any earlier welcome credit) and trial usage do not carry uptime SLAs.
Need this as a signed PDF?
Enterprise customers can request a counter-signed copy from legal@callsathi.com. We’ll align it to your MSA on request.
Effective: this document supersedes any earlier informal SLA references. Last updated: June 2025.