WebOrigin is a growing platform. Our SLAs reflect our commitment to reliability while being transparent about our current operational scale. We continuously improve our infrastructure.
1. Support Response Targets
| Priority | Description | Target Response Time |
|---|---|---|
| P0 — Critical | Platform completely down for your account — no AI responses or dashboard access | Within 4 business hours |
| P1 — High | Core feature broken (AI not responding, bulk send failing, WhatsApp disconnected) | Within 8 business hours |
| P2 — Normal | General questions, billing queries, feature requests | Within 2 business days |
| P3 — Low | Feature requests, cosmetic issues, documentation questions | Within 5 business days |
Support is provided Monday–Saturday, 9 AM–7 PM IST. Response times are measured in business hours. Contact: contact.weborigin@gmail.com
2. Service Availability
- We strive for 99.9% monthly uptime for core messaging and AI response services
- Availability is calculated monthly, excluding planned maintenance windows
- Uptime calculation: (Total Minutes − Downtime Minutes) / Total Minutes × 100
Important: WebOrigin does not control Meta's WhatsApp API uptime or Google Gemini's API uptime. Outages on Meta's or Google's infrastructure do not count against WebOrigin's uptime SLA.
3. Planned Maintenance
- Scheduled maintenance windows will be communicated at least 48 hours in advance via email
- Planned maintenance is typically scheduled during off-peak hours (late night IST)
- Emergency maintenance may occur without advance notice to resolve critical security or stability issues
- Emergency maintenance notifications are sent as soon as possible after the situation is identified
4. Incident Communications
- Major incidents (P0/P1) are communicated via email to all affected customers
- Incident updates are provided at regular intervals until resolution
- A post-incident summary is sent within 5 business days of resolution for P0 incidents
- To report an incident or check status, email contact.weborigin@gmail.com
5. SLA Exclusions
The following are excluded from SLA calculations:
- Outages caused by Meta (WhatsApp API) or Google (Gemini API)
- Planned maintenance windows (48h+ notice given)
- Emergency maintenance for critical security vulnerabilities
- Outages caused by customer-side issues (expired Meta tokens, incorrect credentials)
- Force majeure events (natural disasters, government actions, etc.)
6. Service Credits
WebOrigin does not currently offer automatic service credits for downtime. If you experience significant service disruption caused by WebOrigin, you may contact us at contact.weborigin@gmail.com to discuss credit eligibility on a case-by-case basis.
Contact for SLA Questions: contact.weborigin@gmail.com · WebOrigin · MSME: UDYAM-DL-02-0118375