Service Level Agreement (SLA)

This Service Level Agreement (“SLA”) describes the service availability, maintenance, and support commitments provided for the Chatzi platform.

Chatzi aims to maintain 99.5% monthly uptime availability for the platform. Availability is measured based on access to the Chatzi dashboard, core platform functionality, and messaging-related functionality controlled by Chatzi.

The following situations are excluded from uptime calculations:

• Scheduled maintenance

• Third-party service outages, including WhatsApp, Meta, Facebook, Instagram, Telegram, email providers, AI service providers, payment providers, hosting providers, or external APIs

• Internet, connectivity, DNS, device, browser, or network issues outside Chatzi’s infrastructure

• Customer-side or client-side configurations, errors, integrations, or account restrictions

• Messaging platform restrictions, message delivery failures, API limits, approval delays, policy changes, or account suspensions imposed by third-party platforms

• Events beyond reasonable control

Chatzi may occasionally perform maintenance to improve performance, security, reliability, or platform functionality.Whenever possible, maintenance activities will be scheduled during off-peak hours or with reasonable notice. Scheduled maintenance is not considered service downtime.

Chatzi provides support to businesses and clients with platform-related questions, technical issues, account issues, integrations, and service-related inquiries.

Support channels may include:

• Email support

• Website or in-platform support requests

• WhatsApp or customer success communication

Support hours: Monday – Thursday, 9:00 AM – 6:00 PM (UAE Time)

Critical incidents affecting platform availability may receive attention outside normal support hours when necessary.

Support requests are acknowledged within the following timeframes during support hours.

Severity Description Initial Response Time

Critical Platform outage or major disruption affecting core platform access Within 2 hours

High Major feature, integration, or messaging functionality not working properly Within 4 hours

Medium Partial functionality issue, degraded performance, or non-critical integration issue Within 8 hours

Low General inquiries, setup questions, minor issues, or feature requests Within 24 hours

Response time refers to the initial acknowledgment and investigation by the support team.

Resolution time may vary depending on the nature, complexity, severity, and source of the issue. While the Chatzi team works to resolve issues as quickly as reasonably possible, resolution timelines are not guaranteed and may depend on:

• Third-party communication platforms such as WhatsApp, Meta, Facebook, Instagram, Telegram, or email providers

• AI service providers or AI model availability

• External integrations, APIs, or payment providers

• Hosting, infrastructure, DNS, or internet service providers

• Customer-side or client-side configurations

• Account permissions, third-party approvals, API limits, or policy restrictions

• Technical investigation requirements

Chatzi relies on external communication platforms, AI service providers, hosting providers, payment providers, email providers, and other external services to deliver certain features of the platform. Service disruptions, limitations, delays, suspensions, message delivery issues, API changes, pricing changes, policy changes, or approval delays caused by third-party services are outside the control of Chatzi and are excluded from SLA commitments.

Businesses and clients are responsible for maintaining accurate account information, valid payment status, correct integration settings, approved third-party accounts, and compliance with applicable third-party platform policies. Delays or service limitations caused by customer-side or client-side configurations, missing permissions, expired tokens, rejected approvals, suspended third-party accounts, unpaid invoices, or policy violations are excluded from SLA commitments.

Chatzi may update this SLA from time to time as the platform, services, support processes, or third-party dependencies evolve. Updated versions will be published with a revised “Last Updated” date.