Service level agreement
Uptime commitments, support response times, and credit policy for Wocha Cloud plans.
This Service Level Agreement ("SLA") describes Wocha Cloud availability commitments, support response times, and service credits. It applies to paid subscription plans unless superseded by a custom enterprise agreement.
Plan tiers and uptime commitments
| Plan | Uptime SLA | Support |
|---|---|---|
| Free | Best effort — no SLA | Community support (GitHub Discussions, documentation) |
| Pro | 99.9% monthly uptime | Email support during business hours (Mon–Fri, 09:00–17:00 UTC) |
| Enterprise | 99.99% monthly uptime | Priority support with 24/7 escalation for P1 incidents |
Uptime SLAs apply to Wocha Cloud production infrastructure. Self-hosted deployments are governed by your own operational agreements.
Definition of uptime
Uptime is calculated as the percentage of time the Wocha Customer API and Authentication API (hosted login and token endpoints) return successful responses to synthetic health checks during a calendar month.
Included
GETandPOSTrequests to Customer API endpoints (/v1/*)- OAuth authorisation and token endpoints (
/oauth2/*) - Hosted login UI (
{tenant}.auth.wocha.ai) - JWKS and OpenID Connect discovery endpoints
Excluded
- Scheduled maintenance windows (see below)
- Failures caused by customer misconfiguration (invalid redirect URIs, expired credentials, rate limit exhaustion due to client error)
- Issues in customer application code or third-party IdPs connected via enterprise SSO
- Force majeure events
Uptime is measured across all production regions in aggregate unless your enterprise agreement specifies a single-region SLA.
Scheduled maintenance
Wocha schedules routine maintenance during low-traffic windows:
| Window | Frequency | Notice |
|---|---|---|
| Standard maintenance | Monthly, Sundays 02:00–06:00 UTC | 72 hours advance notice via status page and email |
| Emergency maintenance | As required | Best-effort notice; posted to status page immediately |
Maintenance windows are excluded from uptime calculations. We aim to complete standard maintenance within four hours.
Subscribe to maintenance notifications on the status page.
Service credits
If Wocha fails to meet the monthly uptime SLA for your plan, you may request a service credit:
| Monthly uptime | Pro credit | Enterprise credit |
|---|---|---|
| 99.0% – 99.9% | 10% of monthly fee | 10% of monthly fee |
| 95.0% – 99.0% | 25% of monthly fee | 25% of monthly fee |
| Below 95.0% | 50% of monthly fee | 50% of monthly fee |
Credit policy
- Credits are calculated against the subscription fee for the affected month
- Maximum credit per month: 50% of monthly fees
- Credits apply to future invoices — no cash refunds
- Requests must be submitted within 30 days of the month in which the SLA breach occurred
- Credits require verification against our internal uptime records
To request a credit, email support@wocha.ai with your tenant slug, affected dates, and a description of the impact.
Support response times
Response times indicate when a Wocha engineer will acknowledge your request and begin investigation. Resolution times depend on issue complexity.
| Priority | Description | Pro | Enterprise |
|---|---|---|---|
| P1 — Critical | Production auth unavailable; widespread token issuance failure | 4 business hours | 1 hour (24/7) |
| P2 — High | Degraded auth; single-tenant impact; webhook delivery failures | 1 business day | 4 hours |
| P3 — Medium | Non-critical feature issue; workaround available | 3 business days | 1 business day |
| P4 — Low | Questions, documentation, feature requests | 5 business days | 2 business days |
Enterprise customers with a dedicated support agreement may have custom response times documented in their order form.
Escalation process
If you are not satisfied with the progress on a support ticket:
- Reply to the ticket with "Escalation requested" and the business impact
- Pro customers — ticket is reassigned to a senior engineer within one business day
- Enterprise customers — ticket is escalated to the on-call engineering lead within 4 hours for P1/P2; account manager notified for P3/P4
- Executive escalation — email support-escalation@wocha.ai with your tenant slug and ticket reference
We publish incident updates on the status page for platform-wide issues. Enterprise customers receive direct email notification for incidents affecting their tenant.
Monitoring and transparency
- Status page: docs.wocha.ai/status — real-time component health and incident history
- Changelog: Release notes — planned changes and breaking API updates
- Uptime history: 30-day and 90-day uptime percentages displayed on the status page