Service Level Agreement

1Introduction

This SLA describes the service levels Shiny GT 360 commits to for [Growth / Enterprise — specify which plans this applies to; Starter plans typically don’t carry an SLA].

2Uptime Commitment

[Insert your actual, tested figure — don’t publish a number you can’t back with real infrastructure monitoring. A common SaaS benchmark is 99.9% monthly uptime, excluding scheduled maintenance.] We target [99.9%] uptime measured monthly, excluding: • Scheduled maintenance (notified at least [24/48] hours in advance) • Downtime caused by factors outside our reasonable control (force majeure, third-party API outages including Meta’s WhatsApp Business API, DNS issues outside our network) • Downtime caused by your misuse of the Service or violation of our Terms of Service

3Support Response Times

4Severity Levels

• Critical: Service completely unavailable for all users. [Insert response/resolution target.] • High: Major feature unusable, no workaround. [Insert target.] • Medium: Feature degraded, workaround exists. [Insert target.] • Low: Cosmetic issue, minor inconvenience. [Insert target.]

5Service Credits

[Decide whether you’re offering these — many SaaS companies do for Enterprise contracts only. If yes, insert the credit schedule, e.g.: “If monthly uptime falls below 99.9%, customers on Enterprise plans may request a service credit of X% of that month’s fees, up to a maximum of Y%.” If you’re not ready to commit to credits, remove this section rather than publish an unenforced promise.]

6Exclusions

This SLA does not apply to: Free trial usage, Starter plan (unless stated otherwise), beta or preview features, or outages caused by Meta/WhatsApp platform-level incidents outside Shiny GT 360’s infrastructure.

7How to Report an Issue

Contact info@shinygt360.com or your account’s designated support channel with a description of the issue, timestamps, and account details.