1. Nature of Commitment
This SLA constitutes an obligation of means and not an obligation of result.
No specific uptime, response time, or resolution time is guaranteed unless explicitly agreed in writing.
2. Availability
WatsBridge shall use commercially reasonable efforts to maintain the availability and performance of the Services.
However, the Client acknowledges that interruptions may occur due to:
- system maintenance,
- scaling operations,
- infrastructure constraints,
- Third-Party Services,
- network failures,
- force majeure events.
3. Incident Management
Incidents shall be handled based on internal prioritization criteria, including severity, impact, and scope.
WatsBridge shall make reasonable efforts to investigate and resolve incidents, without committing to specific timelines.
4. Exclusions
The following are explicitly excluded from any service level commitment:
- outages caused by Third-Party Services,
- failures of Client systems,
- misuse of the Services,
- internet or telecom disruptions,
- regulatory actions.
5. No Service Credits
No financial compensation, service credits, or refunds shall be granted for service interruptions unless required by mandatory law.
