Legal · Reliability

Service Level Agreement (SLA)

Our commitment to platform reliability and support responsiveness.

Last updated: 18 September 2026

What We Consider a Critical Issue

  • Complete inability to send or receive WhatsApp messages via our platform
  • Dashboard downtime preventing account access
  • API failures blocking your integrations from functioning
  • Broadcast/campaign engine failure preventing scheduled sends
  • Webhook delivery failure impacting your critical business workflows

What Is NOT Considered a Critical Issue

  • Meta / WhatsApp policy enforcement actions on your account (account disabling, template rejections, quality rating drops — governed by Meta, not WhatsTool)
  • Feature enhancement requests or UI/UX preferences
  • Issues caused by incorrect configuration on the customer side
  • Third-party integration failures outside WhatsTool's infrastructure
  • Scheduled maintenance windows (communicated in advance)

Our Resolution Commitment

Step 1

Acknowledgement

Within 2 hours of ticket creation

Step 2

Investigation start

Within 4 hours

Step 3

Resolution target

Within 24 hours

How to Report a Critical Issue

Uptime Commitment

WhatsTool targets 99.5% platform uptime, excluding scheduled maintenance and Meta-side outages.

For service credits and refunds tied to SLA breaches, see our Refund Policy.