Last update: 26 July, 2025
Introduction
This Service Level Agreement ("SLA") outlines the service commitments provided by bKlug in connection with the use of our AI-powered WhatsApp sales assistant ("Services"), available through our platform at https://bklug.ai. By engaging with our Services, Users acknowledge and agree to the performance standards, uptime guarantees, and support protocols described in this document. This SLA forms an integral part of the terms governing your use of bKlug and should be reviewed carefully to ensure full understanding of our service obligations.
1. Support availability
- Technical support is accessible via email during Business Hours. Telephone support is not provided.
- Support requests received outside of office hours will be addressed on the next business day.
- Email support is actively monitored during Business Hours.
- Emails received outside of Business Hours will be collected but may not receive immediate attention until the next Business Day.
2. Technical support
Support categories
- Development support
- Assistance for virtual assistant setup and virtual assistants not yet deployed in a production setting. This includes addressing bugs and issues encountered by Authorized Users during virtual assistant creation, modification, or deployment.
- Production support
- Assistance for virtual assistants actively used by end users in a production environment. This covers troubleshooting bugs and issues that affect the availability or functionality of deployed production virtual assistants for End Chat Users.
Support tiers
Standard support: email, 9 AM to 5 PM Brasília Time (GMT-3)
| Incident level | Development support response time | Production support response time |
|---|---|---|
| Level 3 | 4 Business Days | 8 Business Hours |
| Level 2 | 3 Business Days | 4 Business Hours |
| Level 1 | 2 Business Days | 2 Business Hours |
Premium support: email and customer support portal, 24/7
| Incident level | Development support response time | Production support response time |
|---|---|---|
| Level 3 | 3 Business Days | 8 Business Hours |
| Level 2 | 2 Business Days | 4 Business Hours |
| Level 1 | 1 Business Day | 2 Business Hours |
Incident levels
Resolution times are not guaranteed for any incident type.
- Level 3 incident
- Degrades product usage.
- Level 2 incident
- Prevents non-critical product usage.
- Level 1 incident
- Completely prevents product usage.
3. Uptime targets
Target uptime: 99.8%.
Uptime is assessed monthly. Any downtime exceeding 1 hour and 28 minutes (other than "Excused Downtime") within a month indicates the target uptime was not met.
4. Service credits
If bKlug fails to meet the Service Level Agreement outlined above in any month (excluding "Excused Downtime" events), the Customer is entitled to a service credit based on the fees for the affected Service, as follows:
Service credits by availability
| Availability percentage | Service credit |
|---|---|
| Above target | N/A |
| Between 99.8% and 99.5% | 5% |
| Between 99.5% and 99.0% | 10% |
| Between 99.0% and 98.0% | 20% |
| Less than 98.0% | 25% |
Response-time credits
For each instance where the target response time is not met within a month, the Customer is entitled to a service credit of 5%, up to a maximum of 25%.
Service credits are applied to future Usage Fees. To request a service credit, the Customer must submit a written request to bKlug within 30 days of the end of the calendar month in which the Service Level Agreement event occurred. Failure to do so forfeits the Customer's right to claim the credit. The total credit in a month cannot exceed 50% of the monthly charges for the affected services.
Excused downtime
No credit accrues for failure to meet the Service Level Agreement due to the following "Excused Downtime" events (as determined by bKlug):
- Customer-initiated changes affecting the Software Services.
- Unavailability of third-party services such as the OpenAI API.
- Violation of Terms of Service or Acceptable Use Policies by the Customer.
- Force majeure events.
- Malicious Code.
- Scheduled maintenance with at least 48 hours notice, totaling up to 4 hours per month.
- Emergency maintenance with at least 60 minutes notice, totaling up to 2 hours per month.
Changes to this Service Level Agreement
bKlug reserves the right to amend this Service Level Agreement in order to adapt it to new regulations, case laws and industrial and/or commercial practice.
If bKlug decides to change its Service Level Agreement, it will post those changes on this page.