Service Level Agreement
Last Updated: 1st June, 2025
This Service Level Agreement ("SLA") describes the service level commitments of iSales AI ("iSales AI," "we," "us," or "our") for the iSales AI Services ("Services") subscribed to by you ("Customer," "you," or "your") under the iSales AI Terms of Service or any other master services agreement between you and iSales AI (the "Agreement"). This SLA applies separately to each account using the Services.
We provide a 99.7% Uptime Commitment (as defined below) for our Services, specifically for Customers subscribed to a designated premium or enterprise plan (if applicable, and as specified in your subscription details) ("Eligible Plan"). If we fall short of our 99.7% Uptime Commitment and your account on an Eligible Plan is affected, you may be eligible to request a Service Credit to your account for future use, subject to the terms and conditions herein.
1. Definitions
"Downtime" means the total number of minutes during a calendar month during which the core functionalities of the iSales AI Services, as listed under the "Uptime Commitment" section, were unavailable. Unavailability is determined by our server-side monitoring software, which measures server-side error rates, ping test results, web server tests, TCP port tests, and other relevant service tests.
Downtime excludes unavailability resulting from:
- Slowness, latency, or other performance issues with individual AI Features (as defined in the AI Supplementary Terms), chatbot responses, or specific integrations, particularly those dependent on the performance of underlying Large Language Models (LLMs) or third-party APIs.
- Issues, interruptions, or failures related to external applications, third-party services, or integrations not directly controlled by iSales AI, including but not limited to:
- Messaging platforms (e.g., Telegram, WhatsApp, Facebook, Instagram) APIs, policies, or service disruptions.
- Underlying Large Language Model (LLM) providers' service disruptions, API changes, or performance issues.
- Third-party applications or services connected by the Customer to the iSales AI Services.
- Any products, features, or functionalities identified as alpha, beta, pilot, early access, evaluation, or similar designations.
- External network problems, internet service provider (ISP) issues, or equipment problems outside of our reasonable control (e.g., issues with Customer's internet connectivity, DNS propagation, or routing issues between your ISP and our servers).
- Scheduled Downtime (as defined below).
- Customer's misuse of the Services, including exceeding usage limits, misconfiguration, or actions that violate the Agreement.
- Force Majeure events, including acts of God, government actions, war, civil unrest, terrorism, strikes, or other labor problems (excluding those involving our own employees), or any other event beyond our reasonable control.
- Denial-of-service attacks, virus attacks, hacking attempts, or other malicious third-party activities.
"Uptime Commitment" means the percentage of total possible minutes in a calendar month that the core iSales AI Services were available. Our commitment is to maintain at least 99.7% Uptime.
Uptime is calculated as: [(Total Minutes in Calendar Month - Downtime) / Total Minutes in Calendar Month] * 100%.
This Uptime Commitment applies to the following core subsystems of the iSales AI Services:
- Core Platform Availability: Availability of the primary iSales AI platform, including user authentication (Sign In/Sign Up).
- Chatbot Configuration Interface: Availability of the native Telegram bot interface used for managing chatbot settings, Account configurations, and purchasing Credits.
- Core Message Processing & Chatbot Interaction: The ability of the iSales AI system to process incoming messages and trigger chatbot responses, excluding unavailability due to issues on the side of third-party messaging platforms or LLM providers as detailed in the Downtime exclusions.
- Public API (if applicable): Availability of iSales AI's generally available public APIs, if offered and subscribed to by the Customer.
"Scheduled Downtime" means planned maintenance periods during which the Services, or parts thereof, may be unavailable. We will use commercially reasonable efforts to notify Customers of Scheduled Downtime at least forty-eight (48) hours in advance. Notifications will be posted on our Status Page (e.g., status.isales.ai or a similar designated URL) and/or via in-app/service notifications. Scheduled Downtime will not exceed ten (10) hours per calendar year.
"Service Credit" means a credit, calculated as a percentage of the monthly fees paid by Customer for the affected Services on an Eligible Plan for the calendar month in which the Uptime Commitment was not met, which can be applied to future payments owed to iSales AI.
2. Status Notifications
iSales AI will provide updates and information regarding the availability of the Services, including incidents and Scheduled Downtime, through our Status Page (e.g., status.isales.ai or a similar designated URL) and/or other appropriate communication channels (e.g., in-app notifications, email).
You can monitor the availability of the main iSales AI subsystems on our Status Page. We may also provide information regarding the known availability status of key third-party services that impact our Services, where such information is available to us.
3. Service Credit Request and Payment
To receive a Service Credit, if you are on an Eligible Plan and believe the Uptime Commitment was not met for your account, you must submit a request to iSales AI Customer Support (e.g., via [email protected] or your designated support channel) within thirty (30) days from the last day of the calendar month in which you claim the Uptime Commitment was not met.
The request must include:
- "SLA Credit Request" in the subject line;
- The dates and times of each instance of alleged Downtime;
- Your account identifier (e.g., Customer ID, primary email address); and
- Any logs or documentation supporting your claim.
All claims will be verified against our system logs and monitoring records. If we have a dispute regarding any period of Downtime claimed by you, we will provide you with relevant availability records for the applicable period. We will provide such records only in response to good faith claims made by you.
The Service Credit will be calculated as follows, based on the actual Uptime percentage for the affected calendar month:
| Service Availability Percentage | Service Credit (% of monthly fees for Eligible Plan) |
|---|---|
| 99.7% or greater | No Credit |
| 99.0% to less than 99.7% | 2% |
| 98.0% to less than 99.0% | 5% |
| Less than 98.0% | 10% |
Condiciones para los Créditos de Servicio:
- Los Créditos de Servicio solo se pueden utilizar para compensar pagos futuros por el mismo Servicio de iSales AI en un Plan Elegible.
- Los Créditos de Servicio no son reembolsos y no se pueden cambiar por una cantidad en efectivo ni transferir a otras cuentas.
- El total máximo de Créditos de Servicio emitidos a un Cliente por cualquier mes calendario no excederá el 15% de las tarifas mensuales pagadas por el Cliente por el Servicio afectado en un Plan Elegible para ese mes.
- Para ser elegible para un Crédito de Servicio, su cuenta debe estar al día y debe haber pagado todas las facturas pendientes adeudadas a iSales AI.
- Los Créditos de Servicio expiran al finalizar su contrato de cliente con iSales AI.
- Los Créditos de Servicio son el único y exclusivo recurso por cualquier incumplimiento por parte de iSales AI de sus obligaciones en virtud de este SLA.
Tenga en cuenta que el Tiempo de Inactividad no afecta necesariamente a todos los Clientes al mismo tiempo o de la misma manera. Por ejemplo, algunas cuentas pueden ser elegibles para Créditos de Servicio durante una interrupción que afecte su instancia de servicio o región específica, mientras que otras cuentas no afectadas de manera similar no serán elegibles.
4. Updates to this SLA
iSales AI may update this SLA from time to time in its sole discretion. The then-current version of this SLA will be available at https://isales.ai/service-level-agreement. Your continued use of the Services after any such update constitutes your acceptance of the revised SLA.
Important Links & Contact Information
Status Page: status.isales.ai
Support Contact: [email protected]
Current SLA: https://isales.ai/service-level-agreement