Service Level Agreement.

01Uptime commitment

Depra targets 99.9% monthly uptime on the Service - the dashboard, APIs, WhatsApp agent, voice agent, and email agent.

Uptime is measured per calendar month as: (Total Minutes − Downtime Minutes) / Total Minutes × 100.

Real-time and 90-day historical uptime is published at status.depra.ai. Our monitoring is the authoritative source for uptime calculations.

02What counts as Downtime

Periods during which the Service returns a >5% error rate or is unavailable to substantially all customers as measured by our monitoring. Excluded events (below) do not count.

03Excluded events

Scheduled maintenance announced at least 48 hours in advance and capped at 4 hours per calendar month, performed during the 00:00-04:00 IST maintenance window.

Emergency security maintenance, with notice provided as soon as reasonably practicable.

Failures of upstream third-party services - Meta WhatsApp Business Platform, telecom carriers (TATA, Twilio, Exotel), payment gateways, ecommerce platforms, AWS regional outages.

Customer-caused issues - misconfiguration, exceeded rate limits, breach of acceptable use.

Force majeure - natural disasters, war, pandemic, government action, internet backbone failures.

Beta features explicitly designated as such.

04Service credits

If monthly uptime falls below 99.9% but is at or above 99.0%: 10% credit on that month's fees.

If monthly uptime is below 99.0% but at or above 95.0%: 25% credit.

If monthly uptime falls below 95.0%: 50% credit.

Maximum aggregate credits in any month are capped at 50% of that month's fees. Credits are the sole financial remedy for SLA misses.

05How to claim

Email team@depra.ai within 30 days of the affected month with: the month, your account email, and your calculation. We validate against our monitoring and respond within 30 days.

Approved credits are applied to the next monthly invoice. Cash refunds only on subscription termination within 30 days of credit issuance, in which case the credit is refunded pro-rata.

06Support response targets

P1 - Critical (platform down with no workaround, major data loss, severe security incident): first response within 15 minutes, 24×7. Target resolution: 4 hours.

P2 - High (major feature degraded, partial outage with workaround): first response within 1 hour during business hours (09:00-20:00 IST, Mon-Sat). Target resolution: 1 business day.

P3 - Medium (minor functional issue with workaround, configuration question): first response within 4 hours during business hours. Target resolution: 5 business days.

P4 - Low (cosmetic issue, documentation request, feature query): first response within 1 business day. Best-effort resolution.

Severity is assessed by Depra in good faith; you can request reclassification with written justification.

07Performance targets (informational)

WhatsApp message round-trip P95 latency: ≤3 seconds (inbound webhook to outbound API).

Voice AI end-to-end latency P95: ≤250ms (STT + LLM + TTS round-trip).

Speech-to-text Word Error Rate: ≤12% on Indian English and Hindi audio under clean acoustic conditions.

Voice telephony Post-Dial Delay: ≤5 seconds.

These are targets, not service-credit-eligible commitments.

08Security and data SLAs

Personal Data Breach notification: within 48 hours of confirmed discovery, per the DPA.

Forwarding of Data Subject / Data Principal requests received directly by us: within 5 business days.

Customer-initiated data export on written request: within 30 days.

Data deletion on termination: within 30 days for active systems, 90 days for backups, with written certification.

09Status page and post-incident reporting

Real-time status, incident updates, and 90-day historical uptime: status.depra.ai.

Post-incident root-cause analysis (RCA) for any P1 or P2 incident lasting more than 1 hour: published within 10 business days, covering timeline, root cause, impact, and preventive measures.

10Chronic outage termination

If monthly uptime falls below 95.0% in any 3 consecutive calendar months, you may terminate the affected service for convenience without penalty and receive a pro-rata refund of pre-paid fees.

11Customer obligations

Maintain a designated Technical Contact reachable 24×7 for P1 incidents.

Provide reasonable cooperation in incident investigation - logs, screenshots, reproduction steps.

Maintain accurate webhook endpoints and integration credentials.

Stay within published rate limits unless we've agreed otherwise in writing.

Failure to meet these obligations may delay incident resolution and may disqualify the affected incidents from service credits.

12Changes to this SLA

We may amend this SLA on 30 days' prior written notice. Material adverse changes give you the right to terminate the affected service for convenience within 30 days of the change taking effect. Continued use after the notice period is acceptance.