Service Level Agreement.

01Uptime commitment

Scale plan: 99.9% monthly uptime for the Core Platform (dashboard, APIs, WhatsApp agent, email agent).

Enterprise plan: 99.99% monthly uptime for the Core Platform.

Voice AI: 99.9% across all plans, subject to upstream telephony (TATA / Twilio) availability.

02What counts as downtime

Any period during which the Core Platform returns a >5% error rate or is completely unavailable to your account. Measured at our monitoring layer with 1-minute resolution.

03Service credits

99.0% – 99.9% uptime: 10% service credit on that month's fees.

95.0% – 98.9% uptime: 25% service credit.

Below 95.0% uptime: 50% service credit.

04Exclusions

Scheduled maintenance announced 72+ hours in advance (usually 2am–5am IST).

Force majeure — natural disasters, government action, global internet outages.

Customer-caused issues — incorrect configuration, exceeded API rate limits, integrations to your systems.

Third-party service failures — Meta WhatsApp outages, telephony carrier issues. We'll always keep you informed and work with vendors to resolve.

05How to claim

Email sla@depra.ai within 30 days of the incident with your account email. We'll validate against our monitoring and apply credits to your next invoice.

06Status page

Real-time platform status at status.depra.ai. Incident post-mortems published within 5 business days for any Sev-1/2 event.

07Incident response times

Sev-1 (complete outage): acknowledged within 15 min, status update every 30 min until resolved.

Sev-2 (partial outage): acknowledged within 30 min, status update every hour.

Sev-3 (degraded performance): acknowledged within 2 hours, resolved within 24 hours.

Sev-4 (cosmetic / low-impact): resolved within 7 business days.