Service Level Agreement (SLA)

Last Updated: 29.11.2025

Owner: Digisoft AI Solutions (Proprietorship, India)

This Service Level Agreement (“SLA”) outlines the service standards, responsibilities, uptime expectations and support commitments for clients using the AI automation, chatbot development, voice assistant, and analytics services offered by Digisoft AI Solutions (“we”, “our”, “us”). This SLA applies to all paid service plans unless otherwise specified in a separate written agreement.

1. Scope of Services

This SLA covers the following services:

• AI chatbots (website, WhatsApp, social platforms)
• AI voice assistants & calling automations
• N8N workflow automation
• AI-powered analytics & predictive tools
• Custom AI integrations
• Support, maintenance and monitoring services

2. Uptime Commitment

We aim to provide a service availability of:

Downtime exclusions include:

• Third-party provider outages (WhatsApp API, OpenAI, hosting etc.)
• Internet or telecom disruptions beyond our control
• Client-side configuration errors
• Force majeure events (natural disasters, cyberattacks, etc.)
• Scheduled maintenance with prior notice

3. Support Levels

Clients receive support based on their subscription plan:

A. Basic Support

• Email support (response within 24–48 hours)
• Minor bug fixes
• Basic troubleshooting

B. Priority Support

• Priority email support (response within 8–12 hours)
• WhatsApp support for urgent issues
• Monitoring of critical automations

C. Premium Support

• Dedicated account manager
• Response within 1–4 hours
• Fastest issue resolution queue
• Proactive optimization recommendations

4. Incident Response Times

Severity Level 1 – Critical

Includes system failure, chatbot unavailability, or total breakdown of automation workflows.

• Response Time: 1–4 hours
• Resolution Target: Within 24 hours

Severity Level 2 – High

Includes major errors affecting key features, partial outages, or message delivery failures.

• Response Time: 8–12 hours
• Resolution Target: 2–4 days

Severity Level 3 – Medium

Includes non-critical issues, UI adjustments, and minor glitches.

• Response Time: 24–48 hours
• Resolution Target: 5–7 days

Severity Level 4 – Low

Enhancements, improvements, and feature upgrade requests.

• Response Time: 2–5 days
• Resolution Target: Based on roadmap

5. Client Responsibilities

The client agrees to:

• Provide required system access, permissions and API keys
• Ensure timely approvals and feedback
• Maintain valid licenses for required third-party platforms
• Not modify workflows or scripts without consultation
• Ensure communication compliance (WhatsApp/Email/SMS rules)

6. Third-Party Dependencies

Our services rely partially on external platforms such as:

• WhatsApp Business API providers
• OpenAI & other AI model providers
• Hosting and cloud infrastructure
• Calling/SMS gateways
• CRMs and marketing tools

Outages, downtime or delays caused by third-party platforms are not covered under this SLA.

7. Data Backups

We maintain backups of AI configurations, workflows and settings. However, clients are responsible for backing up:

• Customer data
• CRM records
• Conversation logs
• Voice and text transcripts

8. Scheduled Maintenance

We may perform scheduled updates and upgrades during low-traffic periods. Clients will be notified in advance whenever possible.

9. Limitation of Liability

We are not responsible for:

• Revenue loss or business impact
• Conversion or lead generation failures
• Client-side configuration issues
• Third-party disruptions or policy changes

10. SLA Exclusions

This SLA does not apply in cases such as:

• Failure to provide required access or approvals
• Unauthorized workflow modifications
• Misuse of systems or non-compliance with AUP
• Force majeure events

11. Termination of SLA

This SLA remains valid as long as the client maintains an active subscription. Refunds are not provided for SLA-related performance issues.

12. Contact Information

For SLA-related questions, contact us at:
Email: support@digisoftaisolutions.com
Website: https://digisoftaisolutions.com

This SLA is for informational purposes only and does not constitute legal advice.