Overview
This agreement describes the uptime we target for the WBIZ API and how we handle maintenance and support. It applies to paid plans. Enterprise customers can agree custom terms in an order form.
Service Level Agreement
The uptime we target for the WBIZ API, and how we handle maintenance and support.
1. Uptime commitment
We target 99.9% API availability measured across a calendar year, excluding planned maintenance and events outside our control. Availability means the API accepts and processes requests normally.
2. Scheduled maintenance
From time to time we run planned maintenance. We schedule it for low-traffic windows and give notice through in-app messages or email where we expect an impact. Planned maintenance does not count against the uptime target.
3. Exclusions
The target does not cover downtime caused by:
- Meta or WhatsApp platform outages and rate limits.
- Your own configuration, code, or third-party integrations.
- Events outside our reasonable control, such as failures at upstream network or infrastructure providers.
4. Support response
Our team replies to support requests within 24 hours, usually faster. For account help, email support@wazy.africa. For plan and pricing questions, email pricing@wazy.africa.
5. Enterprise SLAs
Need a stronger uptime guarantee, priority support, or custom response times? Enterprise plans can include a tailored SLA. Talk to us at hello@wazy.africa.
6. Contact
Questions about this SLA? Email support@wazy.africa.
FAQ
Service level agreement, common questions
Anything missing, a founder will answer directly.
WBIZ's platform availability commitment and how support responds.
A high availability target for the platform, stated in the SLA document.
WhatsApp delivery runs on Meta. The SLA covers the WBIZ platform, not Meta's network.
At status.wazy.africa for live platform status and incidents.
We aim to reply within 24 hours, faster on higher plans and urgent issues.
Time the platform is unavailable, excluding planned maintenance and issues outside our control.
Yes, in advance where possible, on the status page.
Remedies follow the SLA document, for eligible plans.
Formal SLA terms apply to eligible plans. Ask sales what your plan includes.
Email support@wazy.africa and check status.wazy.africa.
For significant incidents, yes, a root cause summary is shared.
Delivery retries protect against short outages, and status covers platform issues.
Queued sends resume once service is restored, with retries.
Larger accounts can discuss custom terms with sales.
The full terms are on this page.