Service Level Agreement
Last Updated: January 2026
This Service Level Agreement ("SLA") describes the service levels and support commitments provided by SellAIBots, LLC for our platform services.
1. Uptime Commitment
We commit to the following monthly uptime percentages based on your subscription tier:
| Tier | Uptime SLA | Monthly Downtime Allowed | Service Credit |
|---|---|---|---|
| Starter | 99.0% | ~7.3 hours | No credit |
| Agency | 99.5% | ~3.6 hours | 10% credit |
| Scale | 99.9% | ~43 minutes | 25% credit |
Uptime is calculated monthly as: ((Total Minutes - Downtime Minutes) / Total Minutes) x 100
2. Support Response Times
Response times by issue priority and subscription tier:
| Priority | Starter | Agency | Scale |
|---|---|---|---|
| Critical Service down, no workaround | 24 hours | 8 hours | 4 hours |
| High Major feature impaired | 48 hours | 12 hours | 8 hours |
| Medium Minor feature issue | 72 hours | 24 hours | 12 hours |
| Low General questions | 5 days | 48 hours | 24 hours |
3. Support Channels
- Starter: Email support (support@sellaibots.ai)
- Agency: Priority email + in-app chat support
- Scale: Dedicated support contact + Slack channel + phone
- All Tiers: Knowledge base, documentation, video tutorials
4. Exclusions
The following are NOT counted as downtime for SLA purposes:
- Scheduled Maintenance: Pre-announced maintenance windows
- Emergency Maintenance: Critical security patches (with reasonable notice)
- Customer Actions: Issues caused by customer configuration or code
- Third-Party Outages: Failures of external APIs, LLM providers, or upstream services
- Force Majeure: Natural disasters, acts of war, government actions
- Network Issues: Problems between customer and our infrastructure
- Abuse/Violations: Service suspension due to TOS violations
5. Maintenance Windows
Standard Maintenance Window:
Sundays, 2:00 AM - 6:00 AM EST
We aim to complete most maintenance within 1 hour. Advance notice: 7 days for planned maintenance.
Emergency maintenance may occur outside this window for critical security issues.
6. Service Credits
Credit Calculation
| Monthly Uptime | Service Credit (Agency) | Service Credit (Scale) |
|---|---|---|
| < 99.9% | - | 10% |
| < 99.5% | 10% | 25% |
| < 99.0% | 25% | 50% |
| < 95.0% | 50% | 100% |
Claiming Credits
- Submit credit request within 30 days of the incident
- Include date, time, and description of the outage
- Email: billing@sellaibots.ai with subject "SLA Credit Request"
- Maximum credit: 100% of monthly fee
- Credits applied to future invoices (no cash refunds)
7. Monitoring and Status
- Status Page: status.sellaibots.ai (real-time service status)
- Incident History: Available on status page
- Notifications: Email alerts for major incidents (opt-in)
- Uptime Reports: Available monthly in dashboard (Agency/Scale)
8. Contact
Support: support@sellaibots.ai
Billing: billing@sellaibots.ai
Status Page: status.sellaibots.ai
Emergency (Scale tier): Contact your dedicated support representative