1Commitment
For customers on the Scale plan, TrueEngage will make the Live environment of the Services available at least 99.95% of the time in each calendar month (the “Monthly Uptime”), measured as described below. This SLA forms part of the Terms of Service.
Starter and Growth plans are run to the same operational standard but do not carry service credits.
2How uptime is measured
The Services are “unavailable” in any minute in which our monitoring records that one or more of the following fails for all requests in your data region:
- the event ingestion API accepts no valid requests;
- the console cannot be signed in to or loaded;
- queued messages are not handed to your connected Channel Providers.
Monthly Uptime = (total minutes in the month − unavailable minutes) ÷ total minutes in the month, expressed as a percentage, excluding the events listed under Exclusions.
3Exclusions
Unavailability caused by any of the following does not count against Monthly Uptime:
- scheduled maintenance announced at least 48 hours in advance, limited to 4 hours a month and scheduled between 00:00 and 06:00 IST where practical;
- Channel Providers and platform services outside our control, including Firebase Cloud Messaging, Apple Push Notification service, SMS gateways and telecom operators, WhatsApp Business Solution Providers and email services;
- your own apps, networks, credentials, configuration, or use beyond documented rate limits;
- suspension under the Terms or the Acceptable Use Policy;
- Test environments, beta features and features marked preview;
- force majeure events as defined in the Terms, including government-ordered network shutdowns.
4Service credits
| Monthly Uptime | Credit (percentage of that month’s fee) |
|---|---|
| Below 99.95% but at least 99.5% | 5% |
| Below 99.5% but at least 99.0% | 10% |
| Below 99.0% | 25% |
Credits are applied against future invoices, are not paid out in cash, and are capped at 25% of the monthly fee for the affected month. Service credits are your sole remedy for unavailability, except where you terminate for repeated failure below.
5Claiming a credit
Write to support@true-engage.com within 30 days after the end of the affected month, with the dates and times of unavailability and any request IDs or error messages. We will confirm or decline the claim within 15 business days, with reasons. If Monthly Uptime is below 99.0% in any three months of a rolling six-month period, you may terminate the Services and receive a pro-rata refund of prepaid fees.
6Support response targets
| Severity | Example | First response |
|---|---|---|
| Critical | Live environment unavailable or messages not sending | 1 hour, around the clock |
| High | A major feature degraded with no workaround | 4 business hours |
| Normal | A feature not working as documented, with a workaround | 1 business day |
| Low | Questions and feature requests | 2 business days |
Business hours are 09:30 to 18:30 IST, Monday to Friday, excluding Indian national holidays.