Service Level and Support Policy

This policy describes the default operational framework. A binding uptime percentage, response target, service credit, or dedicated support commitment applies only when stated in a signed order, proposal, or enterprise SLA.

Whats91 uses reasonable efforts to keep services available. Availability can be affected by maintenance, security events, networks, Meta or WhatsApp services, customer systems, third-party providers, force majeure, and misuse. The public website alone does not create a 99.9% or other numerical SLA.

Send support requests through the channel identified in the customer’s plan or to support@whats91.com. Include the account, affected feature, impact, timestamps, error text, and safe reproduction details.

• Critical: a verified broad production outage or severe security event with no reasonable workaround.
• High: a major customer workflow is materially impaired.
• Normal: a limited defect, configuration issue, billing question, or general support request.
• Request: guidance, feature feedback, or planned change assistance.

We may perform maintenance and urgent security changes. Where practicable, material planned disruption will be communicated. Emergency work may occur without advance notice.

Meta, WhatsApp, internet, hosting, telecom, payment, and customer-controlled systems are outside Whats91’s complete control. A third-party incident is not automatically a Whats91 SLA breach, although we will use reasonable efforts to diagnose and communicate relevant impact.

Service credits are available only where an executed agreement defines the metric, exclusions, claim window, calculation, and remedy. No credit is created by a marketing statement or this general policy.