What we promise, in plain words, and what sits outside our control.
What we promise
- The assistant answers 24 hours a day, including when your business is closed. Replies arrive within seconds of the customer's message.
- Alerts reach you within one minute of a booking, a handover or a payment.
- Monthly uptime target of 99.5 percent for our part of the service, measured on the status page. If we miss it in a month, you get a credit of 10 percent of that month's fee, 25 percent below 99 percent.
- Requests answered within one working day. A change to a reply, a new question to handle, a template to add: ask from Help and support in your dashboard, or send PROBLEM on WhatsApp, and it is done or scheduled within one working day, 9 am to 9 pm, every day.
- Something broken gets a first reply within two working hours, and the fix starts then. You follow every request in your dashboard with its status and our replies, and you tell us when it is solved.
Outside our control
- Outages of WhatsApp, Instagram or Meta's platform. We show them on the status page and resume automatically when they end.
- Meta's review decisions: template approvals, display name reviews, quality rating changes, account restrictions. We prepare everything to pass and help you appeal, but Meta decides.
- Your internet, phone or payment provider.
- Messages blocked because a customer opted out or never consented, which we honour by design.
How we measure
Our server reports its health every few minutes and the status page shows the last check, the WhatsApp connection, the Instagram connection and the webhook. Monthly uptime is the share of those checks that succeeded.
Planned maintenance
Rare, announced at least 24 hours ahead on WhatsApp, done between 1 am and 5 am Indian time, and never longer than 30 minutes. Messages received during maintenance are answered as soon as it ends.