Service Level Agreement (SLA)
Last updated: 1 May 2026
Our commitment to platform availability and response times. Applies to all paid plans.
1. Uptime target
99.5% monthly uptime for the platform (admin panel, assistant widget, API). Excludes scheduled maintenance announced 5 days in advance. Excludes incidents at the upstream AI provider, which are governed by that provider’s own SLA.
2. Service credits
If we miss the uptime target in a calendar month, you receive service credit toward the next month: 99.0–99.49% = 5% credit, 95.0–98.99% = 15% credit, below 95% = 30% credit. Credits do not stack and cannot exceed 30% of monthly subscription.
3. Support response time
Email: within 1 business hour for paying customers, within 1 business day for free trials. Critical issues (platform down, billing errors): within 30 minutes during business hours. Business hours are Monday to Friday, 09:00–18:00 CET.
4. Incident communication
For incidents affecting multiple customers, we publish status at status.engagelayer.io and email all affected customers within 30 minutes of detection. Post-incident report within 5 business days for any incident lasting more than 1 hour.
5. Maintenance windows
Standard maintenance: Sundays 02:00–05:00 CET. Maintenance is announced 5 days in advance and typically does not require downtime.
6. Excluded events
Force majeure (natural disasters, war, government action), customer-caused issues (exceeded rate limits, misconfigured integration, wiped knowledge base), and outages at customer-controlled systems (their CRM, their hosting) are not counted toward SLA.
The English version of these documents is the legally authoritative reference.