This Service Level Agreement (“SLA”) governs the use of JengaStack’s managed Odoo hosting and JengaFlow automation services. We are committed to providing a reliable, high-performance platform for entrepreneurs, e-commerce stores, and local businesses relying on real-time WhatsApp engagement.
1. Uptime Commitment
JengaStack guarantees a 99.9% Monthly Uptime for all production Odoo instances and JengaFlow automation flows. Uptime is defined as the availability of the core platform services and the ability to process transactions.
2. Maintenance Windows
To ensure the security and performance of our infrastructure, periodic maintenance is required.
- • Scheduled Maintenance: Typically performed during low-traffic hours (Sunday 02:00 - 05:00 EAT). Clients will be notified at least 24 hours in advance.
- • Emergency Maintenance: Critical security patches or hardware failures may require immediate action. We will notify clients as soon as possible via our status page.
Scheduled maintenance does not count against the uptime guarantee.
3. Support Response Times
We categorize incidents by severity to ensure critical issues are addressed immediately:
| Severity | Target Response |
|---|---|
| P1 (Critical) - Platform Down | < 1 Hour |
| P2 (High) - Core Feature Failure | < 4 Hours |
| P3 (Normal) - Non-blocking Bug | < 1 Business Day |
4. Service Credits
If we fail to meet the 99.9% uptime guarantee in a given calendar month, you may be eligible for service credits applied to your next billing cycle:
- • 99.0% - 99.8%: 10% credit of monthly fee.
- • 95.0% - 98.9%: 25% credit of monthly fee.
- • < 95.0%: 50% credit of monthly fee.
5. Exclusions
The uptime guarantee does not apply to service interruptions caused by:
- • Client-side networking or hardware issues.
- • Errors in third-party modules or Meta's WhatsApp network outages not managed by JengaStack.
- • Force Majeure events (natural disasters, regional internet blackouts).
- • Suspension of service due to non-payment.
6. Claims
To request a service credit, please contact:
[email protected]within 7 days of the end of the month in which the downtime occurred.