Service Level Agreement
Last updated: February 2026
Overview
This Service Level Agreement (SLA) defines the uptime commitments and support standards for the RaddBot platform. This SLA applies to all paid plans (Starter, Pro, Business).
Uptime Commitment
We commit to 99.9% uptime for the RaddBot platform, measured monthly. This includes the dashboard, API endpoints, chat widget delivery, and webhook processing. Uptime is calculated as: (total minutes in month - downtime minutes) / total minutes in month x 100.
How We Measure
We use automated monitoring to track platform availability. Downtime is measured from the moment we detect or are notified of an outage until the service is restored. Scheduled maintenance windows (announced 48 hours in advance) are excluded from uptime calculations.
Exclusions
The following are excluded from uptime calculations: scheduled maintenance announced in advance, force majeure events (natural disasters, widespread internet outages), issues caused by third-party services (AI providers, DNS), customer-side issues (network connectivity, browser compatibility), and service degradation that does not prevent core functionality.
Service Credits
If monthly uptime falls below 99.9%, eligible customers receive service credits: below 99.9% receives 10% credit, below 99.0% receives 25% credit, below 95.0% receives 50% credit. Credits are applied to the next billing cycle and do not exceed one month's subscription fee. To claim a credit, email hello@raddbot.com within 30 days of the incident.
Support Response Times
Free plan: community support, no guaranteed response time. Starter plan: email support, 48-hour response time on business days. Pro plan: priority email support, 24-hour response time on business days. Business plan: priority support with 4-hour response time on business days, dedicated onboarding assistance.
Incident Communication
During incidents, we communicate status updates via email to affected customers. Post-incident, we publish a summary with root cause analysis and preventive measures for any downtime exceeding 30 minutes.
Changes to This SLA
We may update this SLA to reflect infrastructure improvements or new commitments. Changes that reduce service levels will be communicated 30 days in advance via email.
Contact Us
For SLA-related inquiries or to report an incident, contact us at hello@raddbot.com.