Service Level Agreement

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 / 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.

1. Uptime commitment

We target 99.9% monthly uptime for the production API and admin panel — no more than ~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 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 / RabbitMQ infrastructure provider) we cannot route around.
• Downtime caused by the customer (exceeding rate limits, revoked credentials, misconfigured webhooks).
• Force majeure (regional internet outages, ACME / Let's Encrypt issues, DDoS attacks at the network-provider layer).

2. 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 (production API down, no messages sending or receiving, no workaround): first response ≤ 1 business hour, update every 2 hours until resolved.
• P2 — High (significant feature broken but core messaging works): first response ≤ 4 business hours, daily updates.
• P3 — Normal (questions, feature requests, minor bugs with workaround): first response ≤ 1 business day.

Business hours are Sunday–Thursday, 09:00–18:00 Asia/Amman time (UTC+3), excluding Jordanian public holidays.

3. 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:

• ≥ 99.9% — 0% (SLA met)
• ≥ 99.0% and < 99.9% — 10% of monthly fee
• ≥ 95.0% and < 99.0% — 25% of monthly fee
• < 95.0% — 50% of monthly fee

Credits cap at 50% of the affected month's fee and apply only against future invoices — 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.

4. Feature deprecation

We commit to at least 6 months of overlap between announcing a breaking API change and removing the old behaviour. New API versions ship under a fresh path (e.g. /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.

5. 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 + backup copies. Backups are tested quarterly via a documented restore drill.

6. 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.

7. Contact

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