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Service Level Agreement (SLA)
SLA - Table of Contents
1. Introduction
This Service Level Agreement (“SLA”) forms an integral part of, and is incorporated by reference into, the Master Subscription Agreement (“MSA”) entered into between Webklipper Technologies Pvt. Ltd., including its Affiliates (“WebEngage” or “Company”), and the customer identified in the applicable Order Form (“Customer” or “Subscriber”).
Capitalised terms not defined in this SLA shall have the meanings assigned to them in the MSA. In the event of any conflict between this SLA and the MSA, this SLA shall prevail solely with respect to service availability, support commitments, and service credits.
2. Scope of the SLA
This SLA governs the following:
- Platform availability (hosting and uptime)
- Incident response and resolution targets
- Technical support commitments
- Service credits as the Customer’s sole and exclusive remedy
This SLA applies only to the production instance of the WebEngage Platform subscribed under a valid Order Form. It does not apply to beta features, trials, proof-of-concept engagements, or professional services.
3. Platform Availability Commitment
3.1 Availability Target
WebEngage shall use commercially reasonable efforts to ensure that the Platform is available at least 99% of the time in each calendar month (“Monthly Availability”), excluding the Exclusions defined in Section 7.
Monthly Availability Calculation:
(Total Minutes in the Month − Unavailable Minutes) ÷ Total Minutes in the Month × 100
Availability is measured using WebEngage’s internal monitoring systems. WebEngage shall provide Customers with access to a real-time uptime dashboard for transparency.
3.2 SLA Carve-Out from Disclaimer
Except as expressly provided in this SLA, including WebEngage’s availability, uptime, and support commitments set forth herein, Customer acknowledges that access to the Platform is provided on an “as is” and “as available” basis.This SLA constitutes the sole contractual commitment regarding Platform uptime and hosting availability.
4. Scheduled Maintenance
- WebEngage shall provide at least 48 hours’ prior notice, where practicable.
- Scheduled Maintenance does not count as Unavailable Minutes for SLA calculations.
- Emergency maintenance may be performed without prior notice when required for security or system stability.
5. Incident Severity Levels & Support Targets
| Priority | Description | Target Response Time | Target Resolution / Workaround |
|---|---|---|---|
| P1 – Blocker | Complete platform outage or critical failure | ≤ 2 hours | Workaround ≤ 24 hours; Permanent fix ≤ 72 hours |
| P2 – Critical | Major functionality unavailable | ≤ 4 hours | Workaround ≤ 48 hours; Permanent fix ≤ 96 hours |
| P3 – Major | Partial disruption; integrations affected | ≤ 6 hours | ≤ 14 business days |
| P4 – Minor | Cosmetic issues; reporting discrepancies | ≤ 8 hours | ≤ 20 business days |
6. Service Credits
6.1 Eligibility
Customer may be eligible for Service Credits if WebEngage fails to meet the Monthly Availability commitment in a given calendar month, subject to compliance with Section 6.
6.2 Credit Schedule
| Monthly Availability | Service Credit |
|---|---|
| ≥ 99% | No credit |
| 90% – < 99% | 1 week of service |
| 80% – < 90% | 2 weeks of service |
| 70% – < 80% | 3 weeks of service |
| 60% – < 70% | 4 weeks of service |
| 50% – < 60% | 1 month of service |
| < 50% | 2 months of service |
Service Credits are applied as an extension of the subscription term and are not refundable or redeemable for cash.
6.3 Exclusive Remedy
Service Credits constitute the Customer’s sole and exclusive remedy for any failure to meet availability, uptime, or hosting commitments.
7. Credit Claims Process
To receive Service Credits, the Customer must:
- Submit a written request within 30 days after the end of the affected calendar month;
- Provide reasonable details regarding the claimed unavailability; and
- Cooperate with WebEngage’s investigation.
Failure to submit a timely request constitutes a waiver of the claim.
8. Exclusions
- Scheduled Maintenance
- Emergency maintenance
- Force Majeure events
- Failures caused by third-party cloud providers, ISPs, or telecommunications networks not controlled by WebEngage
- Issues arising from Customer or End-User systems, configurations, SDK implementations, or data
- Customer’s breach of the MSA or misuse of the Platform
9. SLA Modifications
- Such updates do not materially reduce service levels during the then-current subscription term; and
- Any material changes apply prospectively only.
10. No Additional Warranties
Except as expressly stated in this SLA, WebEngage disclaims all warranties related to uptime, performance, or availability. All limitations of liability under the MSA apply fully to this SLA.
11. Governing Terms
- The applicable Master Subscription Agreement
- The applicable Order Form
- The Data Processing Agreement, where applicable
