Service Level Agreement

1. Scope

This SLA applies to paid production organizations using ClickMaker Connect under an order form that references it. It does not apply to trials, beta features, sandbox environments or third-party services.

2. Availability target and credits

• ClickMaker targets 99.9% monthly availability for the production API and dashboard, measured by successful health checks at one-minute intervals from an external monitor. Scheduled maintenance windows are excluded.
• Below 99.9% and at or above 99.0%: 5% of the monthly platform fee.
• Below 99.0% and at or above 98.0%: 10% of the monthly platform fee.
• Below 98.0%: 20% of the monthly platform fee.
• Credits must be requested within 30 days of the affected month and are applied to a future invoice. Credits are the sole remedy for availability shortfalls.

3. Support targets

• Severity 1 (platform unavailable or data exposure): acknowledge within 1 hour, target workaround within 4 hours.
• Severity 2 (major feature impaired): acknowledge within 4 business hours.
• Severity 3 (minor issue or question): acknowledge within 1 business day.
• Targets are response targets, not guaranteed resolution times, and depend on Meta or provider involvement.

4. Exclusions

• Meta Graph API, WhatsApp delivery, template review and messaging-limit failures.
• Customer misconfiguration, invalid credentials or policy violations.
• Customer-side network, browser or application failures.
• Force majeure, internet backbone outages and scheduled maintenance.
• Third-party services outside our reasonable control.
• Trials, beta features and non-production environments.

5. Reporting and changes

Customers must report an incident through the support channel with sufficient detail, including request IDs and timestamps. We will investigate and, where the SLA applies, confirm the credit. False or duplicate claims may be rejected.

We may update this SLA with reasonable notice. Changes apply to the next renewal unless required earlier by law or security. Enterprise customers may negotiate different targets in an order form.