Service Level Agreement (SLA)
Last updated: March 2, 2026
This is a courtesy translation. In the event of any discrepancy, the Portuguese version prevails, as it is the only one that is legally binding.
1. Availability Commitment
IAGENTE undertakes to keep the platform available 99.9% of the time in each calendar month, excluding scheduled maintenance.
| Plan | Guaranteed SLA | Credit for Downtime |
|---|---|---|
| Starter | 99.5% | 5% of the monthly fee |
| Growth | 99.9% | 10% of the monthly fee |
| Enterprise | 99.99% | 20% of the monthly fee |
2. Definition of Availability
The service is considered "available" when the following core features are operational:
- Access to the admin dashboard
- Sending and receiving messages via WhatsApp
- AI qualification processing
- Integration APIs
3. SLA Exclusions
The following are not considered downtime:
- Scheduled maintenance (announced 48 hours in advance)
- Failures in third-party services (WhatsApp, cloud providers)
- Denial-of-service (DDoS) attacks
- Force majeure events
- Customer connectivity issues
4. Support Response Times
Critical - System Down
Initial response: 30 minutes | Resolution: 4 hours
Platform completely inaccessible or a critical feature unavailable.
High - Major Feature Affected
Initial response: 2 hours | Resolution: 8 hours
An important feature is failing, with no workaround available.
Medium - Feature Partially Affected
Initial response: 4 hours | Resolution: 24 hours
A feature is partially affected, with a workaround available.
Low - Questions and Improvements
Initial response: 24 hours | Resolution: 5 business days
General questions, improvement suggestions, or minor issues.
5. Support Channels
| Channel | Availability | Plans |
|---|---|---|
| Help Center | 24/7 | All |
| Mon-Fri, 9 AM-6 PM | All | |
| Chat | Mon-Fri, 9 AM-6 PM | Growth, Enterprise |
| Phone | Mon-Fri, 9 AM-6 PM | Enterprise |
| Account Manager | Dedicated | Enterprise |
6. Scheduled Maintenance
Scheduled maintenance is preferably carried out:
- On Sundays, between 2 AM and 6 AM (Brasília time)
- With 48 hours of prior notice by email
- With a maximum duration of 4 hours per window
7. Service Credits
If the SLA is not met, you are entitled to credits calculated as follows:
| Monthly Availability | Credit |
|---|---|
| < 99.9% and ≥ 99.0% | 5% of the monthly fee |
| < 99.0% and ≥ 95.0% | 10% of the monthly fee |
| < 95.0% | 20% of the monthly fee |
To request credits, contact us within 30 days after the incident.
8. Monitoring
We continuously monitor the availability of the platform. Real-time status can be checked on our status page.
9. Contact
Technical Support: suporte@iagente.com.br
Emergencies (Enterprise): +55 51 3119.2600