Service Level and Support (SLA)

Last updated: 2 September 2026 · Status: draft. This document describes the targets WeHub aims for. It is not binding until approved and published as a final version, and it does not apply to the trial period or to beta features.

1. Scope

This document covers the core components of the Service:

• The API at `api.wehub.co.il`
• The web app at `app.wehub.co.il`
• Receiving inbound messages from connected channels and sending outbound through them
• The real-time stream (SSE) and push notifications

It does not cover: the internal staff console, test environments, features marked "beta" or "preview", and components the customer operates in BYO mode (its own Meta app or provider account).

2. Availability target

99.5% monthly availability for each core component.

• Calculation: `availability = (total minutes in the month minus downtime minutes) divided by total minutes in the month`, rounded to two decimal places.
• A downtime minute is a minute in which more than [5%] of valid requests to a component return a server error or fail to respond within [10] seconds, as measured by our monitoring systems.
• 99.5% over a 30-day month is equivalent to roughly 3 hours and 39 minutes of permitted downtime.

3. What is not counted as downtime

1. Planned maintenance within an announced window (Section 4).
2. Emergency maintenance to close a security vulnerability or prevent data loss, with as much notice as circumstances allow.
3. Third-party provider outages: Meta (WhatsApp, Instagram, Messenger), Twilio, Voicenter, SendGrid, Cloudflare, AI providers, HYP, iCount, and the hosting provider.
4. Customer-side factors: network, hardware, misconfiguration, IP blocking on the customer's side, use exceeding plan limits, or suspension for non-payment or policy breach.
5. Blocking or restriction of channel assets by Meta or another provider, including quality-rating downgrades.
6. Force majeure, including national emergencies, regional power outages and large-scale cyber attacks.

4. Maintenance windows

• Planned maintenance: [Sundays, 02:00 to 05:00 Israel time], up to [4] cumulative hours per month.
• Advance notice: at least 48 hours, in-product and by email to account administrators.
• In most maintenance windows the Service keeps running; inbound message intake is queued and processed when the window closes.
• Status page: [status.wehub.co.il - to be completed].

5. Support

5.1 Contact channels

• Email: [[email protected]]
• In-product chat (on plans where it is included)
• Phone: [to be completed] on the Enterprise plan
• Hours: [Sunday to Thursday, 09:00 to 18:00, Israel time], excluding holidays and holiday eves.

5.2 Severity levels

| Level | Definition | Example | |---|---|---| | P1 - critical | The Service is unavailable, or messages cannot be received or sent at all | The desk does not load for any user in a business | | P2 - high | A core function is materially impaired with no workaround | One channel is not receiving messages | | P3 - medium | A localised fault with a workaround | A particular report does not export to CSV | | P4 - low | A question, an enhancement request, a cosmetic issue | A wording error in the interface |

5.3 First response targets

| Plan | P1 | P2 | P3 | P4 | |---|---|---|---|---| | Starter | 1 business day | 1 business day | 2 business days | 5 business days | | Pro | 8 business hours | 8 business hours | 1 business day | 3 business days | | Business | 4 business hours | 8 business hours | 1 business day | 3 business days | | Enterprise | [1 hour, including outside support hours] | 4 business hours | 8 business hours | 2 business days |

Response time means time to first human reply, not time to resolution. During a P1 incident we will provide progress updates every [hour] until the situation is stable.

6. Service credits

6.1 If we miss the monthly availability target and a paying customer requests it, a credit is granted as follows:

| Actual monthly availability | Credit | |---|---| | Below 99.5% down to 99.0% | 10% of the monthly subscription fee | | Below 99.0% down to 95.0% | 15% | | Below 95.0% | 30% |

6.2 How to claim: write to [[email protected]] within 30 days of the end of the month in which the downtime occurred, including times and a description of the impact.

6.3 Credits are applied against the next invoice and are not refunded in cash. Total credits in a month will not exceed 100% of the monthly subscription fee.

6.4 A credit is the sole and exclusive remedy for failure to meet the availability target.

6.5 No credit is granted to a customer who, at the time of the incident, was in payment arrears, suspended, in the trial period, or in breach of the Acceptable Use Policy.

7. Backup, recovery and continuity

• Database backups: [daily, retained 30 days - to be completed].
• Recovery point objective (RPO): [24 hours - to be completed].
• Recovery time objective (RTO): [8 hours - to be completed].
• Media is stored on Cloudflare R2 with the provider's storage durability.
• Restore testing is performed [quarterly - to be completed].

8. Changes to this document

We will update this document from time to time. A material reduction in the targets will be announced 30 days in advance and will take effect from the following period.

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> Note: draft pending review by a licensed Israeli attorney (לתשומת-לב: טיוטה לבדיקת עורך-דין). This document is marked as a draft and is not binding until approved. Confirm that the availability targets, response times and credit mechanism match actual operational capability before they become a contractual commitment.