Service Level Agreement (SLA)

1. Purpose

This policy sets out how long we commit to take to resolve an issue you have with Chatty, and the cases where we cannot promise a time. Support hours and how to send a request are in our support policy.

2. Who it applies to

• Plus plan: the whole of this policy applies.
• Other plans: a time commitment for major incidents (group 5). For all other groups, we do our best but do not promise a time.
• Plans above Plus (if any): follow a separate contract.

3. Key terms

• Support request: an issue you report to us.
• Resolution time: the time from when you report the issue to when it is resolved.
• Resolved: the issue you reported no longer happens when we check again, and we have told you so.
• AI assistant: the part of Chatty that answers your store’s shoppers automatically.
• Website chat widget: the chat box shoppers see on your website.
• Business day: Monday to Friday, US Eastern Time (EST), excluding Saturdays, Sundays, and holidays announced in advance. Used only to count the “3 to 7 business days” target in group 3(a). Support hours are 24/7 (see our support policy).
• Major incident: an issue that affects many stores at once, for example the whole Chatty system being down.

4. Resolution time commitments

We reply almost instantly through the support chat, so this policy commits only to resolution time.

Group 3 has two types. The 3 to 7 day target applies only to the Plus plan. On other plans it is always best effort, with no time commitment.

• (a) Without this feature you cannot use the product at all: the Plus plan gets priority, with an estimated 3 to 7 business days depending on complexity. This is an estimate, not a firm promise.
• (b) All other feature requests: not covered by a time commitment, on any plan. We log them and review them.

Group 5 (major incident): we commit only to a fix within 12 hours. This policy does not include separate compensation for major incidents (see section 7).

For group 3(a) only (Plus plan, a feature request that stops you using the product), the 3 to 7 day target is counted in business days (see the definition in section 3).

These times are targets we take seriously.

5. When the clock pauses

The clock stops while we are waiting for you, for example when:

• You need to give us more information.
• You need to approve new reply content.
• You need to test again after we have made a fix.

The clock restarts as soon as you reply.

6. What is not covered

• Holidays announced in advance.
• Events outside our control (for example power cuts, wide-area internet outages, natural disasters).
• Third-party issues (group 4).
• Out-of-scope requests, such as connecting Chatty to another service or custom work built to your specification.
• Type (b) feature requests in group 3.

7. If we miss a commitment

• We escalate the request to the Customer Support Lead and the Product Manager.
• We tell you the reason and the new expected time.
• This policy does not promise compensation, discounts, or credit when we miss a resolution time, in any group, including major incidents (group 5). If the issue is caused by Chatty itself and we cannot fix it after you have given us the chance to try, a refund or credit is considered under the Chatty refund policy.

8. Changes to this policy

We may update this policy. When we do, we give 30 days’ notice and state the new version and its effective date.