Service Level Agreement (SLA)
Availability, support and service quality commitments of AI Waiter.
1. Service availability (uptime)
We aim for a monthly availability of 99.5% for the API and the admin panel, excluding scheduled maintenance. This is a target, not a contractual guarantee — but it is the level we design and operate the platform for.
2. Scheduled maintenance
Scheduled maintenance normally takes place on Sundays between 02:00 and 05:00 UTC. For longer maintenance windows (over 30 minutes) we aim to give at least 48 hours' notice by e-mail.
3. Incident response targets
The times below are the targets we work towards during business hours (Mon–Fri, 09:00–18:00 UTC+2); outside them we respond as soon as reasonably possible:
| Priority | Description | Response target | Resolution target |
|---|---|---|---|
| P1 — Critical | Service fully unavailable | 2 hours | 1 business day |
| P2 — High | Major functional degradation | 4 hours | 2 business days |
| P3 — Medium | Partial degradation with a workaround | 1 business day | 5 business days |
| P4 — Low | Minimal impact | 2 business days | Next release |
4. Support
- E-mail: [email protected] — we aim to respond within 24 hours on business days.
- Chat on this website: the AI assistant is available around the clock; a human follows up on business days.
5. If we fall short
If availability drops significantly below the target in a given month for reasons attributable to us, contact [email protected] within 30 days — we will review the incident and may offer a goodwill credit at our discretion. Custom SLAs with contractual commitments are available for Enterprise plans on request.
6. Exclusions
The targets above do not apply to unavailability caused by: force majeure; attacks by third parties; the customer's actions or misconfiguration; outages of third-party AI providers (Anthropic, OpenAI and others, including providers connected by the customer via BYOK); outages of messaging platforms (Telegram, WhatsApp); or scheduled maintenance.
Last updated: 14 July 2026