Service Level Agreement (SLA)
This Service Level Agreement (“SLA”) describes the service availability and support commitments provided for the Chatter platform.
Last Updated on 1 Jan 2026
1. Service Availability
Chatter aims to maintain 99.9% monthly uptime availability for the platform. Availability is measured based on access to the Chatter dashboard and messaging functionality. The following situations are excluded from uptime calculations: • Scheduled maintenance • Third-party service outages (including WhatsApp, Meta, Instagram, or Facebook APIs) • Internet or connectivity issues outside Chatter infrastructure • Events beyond reasonable control
2. Scheduled Maintenance
Chatter may occasionally perform maintenance to improve performance, security, or platform functionality. Whenever possible, maintenance activities will be scheduled during off-peak hours. Scheduled maintenance is not considered service downtime.
3. Support Availability
Chatter provides support to assist customers with platform-related questions and technical issues. Support channels may include: • Email support • In-platform support requests • Customer success communication Support hours: Sunday – Thursday 9:00 AM – 6:00 PM (UAE Time) Critical incidents affecting platform availability may receive attention outside normal support hours when necessary.
4. Support Response Time
Support requests are acknowledged within the following timeframes during support hours. Severity | Description | Initial Response Time Critical | Platform outage or major disruption | Within 2 hours High | Major feature not functioning properly | Within 4 hours Medium | Partial functionality issue | Within 8 hours Low | General inquiries or minor issues | Within 24 hours Response time refers to the initial acknowledgment and investigation by the support team.
5. Issue Resolution
Resolution time may vary depending on the nature, complexity, and source of the issue. While the Chatter team aims to resolve issues as quickly as possible, resolution timelines are not guaranteed and may depend on: • Third-party messaging platforms such as WhatsApp or Meta • External integrations or APIs • Customer-side configurations • Technical investigation requirements
6. Third-Party Services
Chatter relies on external messaging platforms including WhatsApp, Instagram, and Facebook. Service disruptions caused by these platforms are outside the control of Chatter and are therefore excluded from SLA guarantees.
7. SLA Updates
Chatter may update this SLA from time to time as the platform evolves. Updated versions will be published with a revised “Last Updated” date.
8. Contact
For SLA or support inquiries: letstalk@chatterapp.io