Service Level Agreement
Updated May 2026
This SLA describes the uptime and support commitments Amargi Creative makes to paying customers of Amargi Reach and the related Amargi product family. It covers production API endpoints, the customer admin panel, and webhook delivery to customer-configured endpoints. It does not cover sandbox or preview environments or third-party services we depend on (Meta WhatsApp Cloud API, Instagram Graph, etc.), those have their own SLAs which we surface but cannot guarantee.
Uptime commitment
We target 99.9% monthly uptime for the production API and admin panel, no more than approximately 43 minutes of unscheduled downtime per calendar month. Uptime is measured externally via the public status page at status.amargicreative.com on a 30-second probe interval across the core endpoints. The following are excluded from uptime calculations: scheduled maintenance windows announced 72 hours or more in advance via email and the status page (we aim for at most one window per month, off-hours 00:00-04:00 UTC), upstream provider outages (Meta WhatsApp Cloud API, Instagram, Postgres or RabbitMQ infrastructure provider) we cannot route around, downtime caused by the customer (exceeding rate limits, revoked credentials, misconfigured webhooks), and force majeure (regional internet outages, ACME or Let's Encrypt issues, DDoS attacks at the network-provider layer).
Support response targets
Support is reached via support@amargicreative.com or the in-product help dialog. Tickets are triaged on receipt and assigned one of three severity levels. P1 Critical incidents (production API down, no messages sending or receiving, no workaround) receive first response within 1 business hour and updates every 2 hours until resolved. P2 High incidents (significant feature broken but core messaging works) receive first response within 4 business hours and daily updates. P3 Normal incidents (questions, feature requests, minor bugs with workaround) receive first response within 1 business day. Business hours are Sunday through Thursday, 09:00-18:00 Asia/Amman time (UTC+3), excluding Jordanian public holidays.
Service credit policy
If we miss the 99.9% uptime target in any calendar month, the customer is eligible for a service credit applied automatically to the following month's invoice. At 99.9% or above, no credit (SLA met). Between 99.0% and 99.9%, a credit of 10% of monthly fee. Between 95.0% and 99.0%, a credit of 25% of monthly fee. Below 95.0%, a credit of 50% of monthly fee. Credits cap at 50% of the affected month's fee and apply only against future invoices, with no cash refunds. The customer must request the credit within 30 days of the incident by emailing support@amargicreative.com with the relevant time window.
Feature deprecation
We commit to at least 6 months of overlap between announcing a breaking API change and removing the old behavior. New API versions ship under a fresh path (for example, /api/v2/); the prior version stays running for the overlap window with security fixes only. Non-breaking changes (new endpoints, optional fields, new webhook event types) ship without notice and are logged in the changelog.
Data retention and backup
Production data is backed up daily to off-host encrypted storage with a 30-day retention window. Customer-initiated deletes are honored within 30 days across primary and backup copies. Backups are tested quarterly via a documented restore drill.
Communication
Incidents are posted to status.amargicreative.com within 10 minutes of detection. Customers can subscribe to status-page updates via email, RSS, Slack, or Atom feed. Post-incident reports for P1 events are published within 5 business days.
Contact
Questions about this SLA, escalations on open tickets, or contract amendments: contracts@amargicreative.com.