Service Level Agreement
Service Level Agreement
Last updated: 2026-07-16
This service level agreement applies to the website, products and services offered under the brand WAAPI, operated by WAAPI (“we”, “us”, “our”), acting as the business. By accessing or using our services you agree to this service level agreement. If you do not agree, please discontinue use of the services.
1. Availability target
We target 99.5% monthly uptime for the panel and the messaging API, measured as the percentage of the calendar month in which the service responds successfully to a valid request.
2. What is excluded from uptime
- Scheduled maintenance, announced at least 48 hours in advance and normally performed in a low-traffic window.
- Emergency security patching.
- Outages, throttling, rate limits or policy enforcement at a third-party channel — a WhatsApp, Google, Meta or payment-gateway outage is not our downtime, though we will report it to you.
- Failures caused by your own configuration, your integrations, your exhausted wallet balance, or your suspension for policy breach.
- Force majeure, and failure of the public internet outside our infrastructure.
3. Support response targets
| Severity | Meaning | First response |
|---|---|---|
| Critical | Service down, or no messages sending at all | Within 4 business hours |
| High | A major feature is broken with no workaround | Within 8 business hours |
| Normal | A feature is degraded, or a workaround exists | Within 24 business hours |
| Low | Question, or feature request | Within 48 business hours |
Support operates Monday to Saturday, 10:00–19:00 IST (excluding public holidays). These are response targets, not resolution guarantees; resolution time depends on the cause, including where the cause sits with a third party.
4. If we miss the target
Where verified monthly uptime falls below 99.5% through our own fault, you may request a service credit against your next invoice: 5% of that month’s subscription fee for uptime below 99.5%, and 10% below 99.0%. Request it within 30 days of the month concerned. Service credits are the sole and exclusive remedy for missed availability, and are never paid out in cash — consistent with our Refund & Cancellation Policy.
5. Status & incident communication
Material incidents are communicated through our support channels and by email to account owners, with a cause and a fix once the incident is closed.
Governing law & jurisdiction
This document is governed by the laws of India. For operators in India this includes the Information Technology Act, 2000, the Digital Personal Data Protection Act, 2023 (DPDP Act), the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 and the Consumer Protection Act, 2019. Where we serve customers in other jurisdictions we honour applicable local requirements, including the EU/UK General Data Protection Regulation (GDPR) and the California Consumer Privacy Act (CCPA), to the extent they apply. Courts at India have exclusive jurisdiction, subject to any non-waivable consumer rights in your country of residence.
Contact us
WAAPI is operated by WAAPI. For any question about this document, contact us:
- Email: support@thewaapi.com
- Registered address: India