Service Level Agreement

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 against the core endpoints. A public status page is not published yet, so we do not point you at one and we do not describe a probe cadence we are not running; if you need uptime evidence for a given month, ask us and we will provide what we hold. The following are excluded from uptime calculations: scheduled maintenance windows announced 72 hours or more in advance by email (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 databases are backed up every night at 02:30 UTC. We keep 14 daily sets and 8 weekly sets, and all copies stay inside the same EU hosting region as production. Every run is verified automatically by reading the whole archive back, and a run that produces an implausibly small result is treated as a failure and does not age out an older copy. Restores are rehearsed against a written runbook rather than assumed to work.

Customer-initiated deletions are applied to the live systems straight away and then disappear from backups as the rotation ages out, within 90 days at the outside. Off-site replication to a second provider is on our roadmap and is not in place yet, so we do not claim it here.

Communication

Incidents are announced by email to the technical contacts on the account. A public status page with RSS, Slack, and Atom subscriptions is something we intend to publish, and until it exists email is the channel, so keep a monitored address on the account. Post-incident reports for P1 events are sent within 5 business days.

Contact

Questions about this SLA, escalations on open tickets, or contract amendments: contracts@amargicreative.com.