⚡ Service Level Agreement
SuperBots AI Automation Services
Effective Date: March 26, 2026
🎯 Performance Commitment: SuperBots guarantees enterprise-grade reliability and performance for all AI automation services. This SLA defines our commitment to uptime, response times, and service quality with measurable targets and credit remedies.
1. Service Availability Guarantees
1.1 Uptime Commitment
| Service Tier | Monthly Uptime | Max Downtime/Month | Max Downtime/Year |
|---|---|---|---|
| Individual Bots | 99.9% | 43.8 minutes | 8.76 hours |
| Assistant Bundles | 99.95% | 21.9 minutes | 4.38 hours |
| Enterprise Solutions | 99.99% | 4.4 minutes | 52.6 minutes |
1.2 API Performance Guarantees
Dedicated API Infrastructure:
- Processing Capacity: 50 messages per minute per bot (guaranteed)
- Response Time: < 2 seconds for 95% of requests
- API Availability: 99.9% uptime minimum
- Concurrent Connections: No limits on simultaneous bot operations
1.3 Platform Integration Reliability
- Social Media APIs: 99.5% successful integration with Facebook, Instagram, WhatsApp
- Website Integration: 99.9% chat widget availability and functionality
- Email/SMS Services: 99.8% delivery success rate (excluding invalid addresses)
- CRM Synchronization: 99.9% data synchronization accuracy
2. Response Time Commitments
2.1 Bot Response Performance
| Bot Type | Average Response | 95th Percentile | Maximum Response |
|---|---|---|---|
| Website Chat | < 1 second | < 2 seconds | < 5 seconds |
| Social Media | < 2 seconds | < 5 seconds | < 10 seconds |
| SMS/WhatsApp | < 3 seconds | < 10 seconds | < 30 seconds |
| Email Automation | < 5 minutes | < 15 minutes | < 1 hour |
2.2 Customer Support Response Times
| Support Tier | Initial Response | Business Hours | Escalation Time |
|---|---|---|---|
| Individual Plans | < 24 hours | 9 AM - 6 PM AEST | < 72 hours |
| Bundle Plans | < 12 hours | 8 AM - 8 PM AEST | < 48 hours |
| Enterprise Plans | < 4 hours | 24/7 coverage | < 24 hours |
3. Service Quality Standards
3.1 Bot Accuracy & Performance
- Response Accuracy: 95% appropriate responses for trained scenarios
- Understanding Rate: 90% successful intent recognition
- Escalation Efficiency: 99% successful handoff to humans when required
- Learning Improvement: Measurable accuracy improvement over first 30 days
3.2 Data Integrity & Security
Data Protection Guarantees:
- Data Loss Protection: 99.999% data integrity guarantee
- Backup Recovery: < 4 hours recovery time objective
- Security Incidents: < 1 hour detection and response
- Encryption Standards: AES-256 encryption at all times
3.3 Integration Stability
- API Compatibility: Maintain compatibility with platform API changes
- Third-party Sync: 99.9% successful synchronization with integrated services
- Update Deployment: Zero-downtime updates for all non-major releases
- Version Control: Rollback capability within 15 minutes if issues arise
4. Maintenance & Scheduled Downtime
4.1 Planned Maintenance
- Advance Notice: Minimum 72 hours notice for scheduled maintenance
- Maintenance Window: Sundays 2:00 AM - 6:00 AM AEST
- Duration Limit: Maximum 4 hours per maintenance window
- Frequency: No more than once per month for routine maintenance
- Emergency Updates: May be performed with 24 hours notice for security
4.2 Exclusions from SLA
The following are excluded from uptime calculations:
- Scheduled maintenance within announced windows
- Force majeure events (natural disasters, power outages, etc.)
- Third-party platform outages (Facebook, WhatsApp, etc.)
- Customer-caused issues (incorrect configurations, API key problems)
- Internet connectivity issues outside SuperBots' control
- DDoS attacks or other malicious activities
5. Performance Monitoring & Reporting
5.1 Real-time Monitoring
Continuous Monitoring: SuperBots operates 24/7 monitoring systems that track all SLA metrics in real-time, with automated alerting for any performance degradation or service interruptions.
5.2 Performance Reporting
- Monthly Reports: Detailed SLA performance reports delivered by 5th of each month
- Real-time Dashboard: Customer portal access to live performance metrics
- Incident Reports: Detailed analysis of any SLA breaches within 48 hours
- Trend Analysis: Quarterly performance trends and improvement recommendations
5.3 Measurement Methodology
SLA calculations are based on:
- Uptime: Measured from external monitoring locations globally
- Response Times: End-to-end measurement including processing time
- API Performance: Measured at SuperBots infrastructure endpoints
- Error Rates: Percentage of failed requests vs. total requests
6. Service Credits & Remedies
6.1 Credit Calculation
Automatic Service Credits: When SLA targets are not met, customers automatically receive account credits based on the severity and duration of the service degradation.
| Monthly Uptime Achieved | Service Credit | Maximum Credit |
|---|---|---|
| < 99.9% but ≥ 99.5% | 10% of monthly fee | 10% |
| < 99.5% but ≥ 99.0% | 25% of monthly fee | 25% |
| < 99.0% but ≥ 95.0% | 50% of monthly fee | 50% |
| < 95.0% | 100% of monthly fee | 100% |
6.2 Credit Application Process
- Automatic Credits: Applied automatically to next month's billing
- Manual Claims: Can be requested via support within 60 days
- Credit Form: Account credits only (no cash refunds)
- Dispute Process: 30-day dispute period for credit calculations
6.3 Performance Improvement Plans
For repeated SLA breaches:
- Root Cause Analysis: Detailed investigation within 7 days
- Improvement Plan: Written remediation plan within 14 days
- Implementation: Corrective actions within agreed timeframe
- Additional Credits: Enhanced credit percentages for chronic issues
7. Incident Management
7.1 Incident Classification
| Severity | Description | Response Time | Resolution Target |
|---|---|---|---|
| Critical | Complete service outage | 15 minutes | 4 hours |
| High | Major functionality impaired | 1 hour | 8 hours |
| Medium | Minor functionality affected | 4 hours | 24 hours |
| Low | Cosmetic or minor issues | 24 hours | 72 hours |
7.2 Communication During Incidents
- Status Page: Real-time updates at status.superbots.online
- Email Notifications: Automatic alerts for affected customers
- Progress Updates: Regular updates every 2 hours during critical incidents
- Post-Incident Reports: Detailed analysis within 72 hours of resolution
8. Escalation Procedures
8.1 Support Escalation Path
- Level 1: Technical Support Team (initial contact)
- Level 2: Senior Technical Specialists (complex issues)
- Level 3: Engineering Team (development-related issues)
- Management: Account Managers and executives (contract issues)
8.2 Emergency Contacts
Critical Issue Hotline:
Emergencys: [email protected]
9. Service Improvements
9.1 Continuous Enhancement
- Performance Reviews: Quarterly SLA performance analysis
- Technology Updates: Regular infrastructure and software improvements
- Customer Feedback: Monthly satisfaction surveys and feedback integration
- Proactive Monitoring: Predictive analytics to prevent issues
9.2 SLA Review Process
This SLA is reviewed and updated:
- Annual Review: Comprehensive review every 12 months
- Performance Updates: Adjustments based on infrastructure improvements
- Customer Input: Incorporation of customer feedback and requirements
- Industry Standards: Alignment with evolving industry benchmarks
10. Contact Information
Inquiries: [email protected]
Last Updated: March 26, 2026
This Service Level Agreement is part of the SuperBots Terms & Conditions and is legally binding.