Last updated: January 1, 2026
Service Level Agreement (SLA)
This Service Level Agreement ("SLA") describes VENDAQ's availability and performance commitments for all customers, and the credits available for Business plan customers.
1. Availability Target
VENDAQ commits to maintaining a monthly availability of 99.9% for the core service (conversations API, admin dashboard, and chat widget).
This is equivalent to a maximum of ~43 minutes of unplanned downtime per month.
2. Response Times
| Interaction Type | Target |
|---|---|
| AI agent text response | < 1.5 seconds |
| AI agent voice response | < 3 seconds |
| Admin dashboard load | < 2 seconds |
Response times are measured from message receipt to response dispatch, excluding user network latency and third-party platform delivery times (WhatsApp, etc.).
3. Scheduled Maintenance
- Scheduled maintenance will be announced at least 48 hours in advance by email and in the admin dashboard
- Maintenance will preferably be performed outside business hours (22:00–06:00 Santiago, Chile time)
- Scheduled maintenance time does not count as downtime for the purposes of this SLA
4. Downtime Credits
Credits for availability failures are available exclusively for Business plan customers:
| Monthly Availability | Credit on Monthly Invoice |
|---|---|
| 99.0% – 99.9% | 10% |
| 95.0% – 99.0% | 25% |
| Less than 95.0% | 50% |
Credits are applied as a discount on the next monthly invoice. The maximum credit will not exceed 50% of the monthly invoice for the affected period.
5. Exclusions
The following downtime does not count for the purposes of this SLA:
- Previously notified scheduled maintenance
- Force majeure events (natural disasters, conflicts, pandemics)
- Client actions or configurations that cause unavailability
- Third-party service failures (WhatsApp, Shopify, LLM providers, etc.)
- Denial-of-service (DDoS) attacks
- Client internet connectivity failures
6. How to Request Credits
- Submit a request to [email protected] within 30 days of the incident
- Include the date, time, and approximate duration of the downtime
- Our team will verify the incident against our monitoring records
- Approved credits will be applied to the next invoice
7. Monitoring
VENDAQ uses internal monitoring systems to measure service availability. These records will be the official source for determining compliance with this SLA.