Service Level Agreement
Our commitment to reliability, uptime, and support for your mission-critical applications.
🎯 Uptime Guarantee​
| Plan | Uptime SLA | Monthly Downtime | Annual Downtime | Credits |
|---|---|---|---|---|
| Standard | 99.5% | 3h 37m | 1d 19h 30m | 10% |
| Pro | 99.9% | 43m 49s | 8h 46m | 25% |
| Enterprise | 99.95% | 21m 54s | 4h 23m | 50% |
What Counts as Downtime?​
- API returns 5xx errors for >1 minute
- Response time >5 seconds for >5 minutes
- Message delivery failures >10% for >5 minutes
📞 Support Response Times​
Standard Plan​
- Email Support: 24 hours (business days)
- Documentation: Self-service
- Hours: Mon-Fri 9 AM - 5 PM EAT
Pro Plan​
- Email Support: 4 hours (24/5)
- Chat Support: During business hours
- Phone Support: Callback within 8 hours
Enterprise Plan​
- Priority Email: 1 hour (24/7)
- Priority Chat: Real-time (24/7)
- Phone Support: Immediate (24/7)
- Dedicated Account Manager: Yes
🚨 Severity Levels​
Critical (P1)​
Response: 15 min (Enterprise), 1 hour (Pro), 4 hours (Standard)
Examples: Complete outage, data breach, payment processing down
High (P2)​
Response: 1 hour (Enterprise), 4 hours (Pro), 8 hours (Standard)
Examples: Partial degradation, high error rates, webhook delays
Medium (P3)​
Response: 4 hours (Enterprise/Pro), 24 hours (Standard)
Examples: Dashboard issues, documentation errors, SDK bugs
💳 SLA Credits​
| Uptime Achieved | Credit |
|---|---|
| 99.0% - 99.5% | 10% |
| 98.0% - 99.0% | 25% |
| 95.0% - 98.0% | 50% |
| < 95.0% | 100% |
📞 Contact Support​
Email​
- General: [email protected]
- Security: [email protected]
- Enterprise: [email protected]
Phone (Enterprise Only)​
- East Africa: +254 20 1234567
- West Africa: +234 1 2345678
Questions? Contact Sales →