Service Level Agreement

1. Scope

This SLA applies to customers on a paid plan, for as long as the account is in good standing. The Free plan carries no availability commitment.

It covers the otowoto service itself. It does not cover your own website, your own telephony carrier where Call Me Back is enabled on your account, or anything else outside our control.

2. What we commit to

Measured over each calendar month:

• Widget serving and dashboard — 99.9%.
• Call Me Back, where it is enabled on your account — 99.5%, excluding any unavailability caused by your own telephony carrier, SIP credentials or number configuration.

Call Me Back carries a separate figure for an honest reason: the call is placed over the VoIP line you bring yourself. We commit to the part we run, and we will not charge you for — or credit you for — an outage at a carrier you chose and we cannot see.

3. How availability is measured

Monthly availability is: the total minutes in the calendar month, minus unavailable minutes, divided by the total minutes in that month.

A component counts as unavailable when it fails to respond, or returns errors, on two consecutive checks. Time excluded under section 5 is not counted as unavailable.

For reference, 99.9% allows about 43 minutes of downtime in a 30-day month, and 99.95% about 22 minutes.

4. Service credits

If we miss a commitment in a calendar month, you can claim a credit calculated on your monthly plan fee:

• Below 99.9%, down to 99.0% — 10% of the monthly fee.
• Below 99.0%, down to 95.0% — 25% of the monthly fee.
• Below 95.0% — 50% of the monthly fee, and you may terminate your subscription immediately without penalty.

The credit is calculated on your monthly plan fee rather than on a share of it, because we do not publish a split of that fee between the widget, the dashboard and Call Me Back — and a number nobody publishes is a number nobody can check. One fee, one credit, whichever component missed its target. On a yearly plan the monthly fee is your yearly price divided by twelve.

5. What is excluded

The following do not count as unavailability:

• Scheduled maintenance, announced at least 48 hours in advance and limited to 4 hours in any calendar month.
• Emergency security patching, which we keep as short as we can and tell you about afterwards.
• Force majeure — events beyond our reasonable control.
• Issues caused by your configuration, your content, your website, or your own telephony carrier.
• Third-party services you connect to otowoto.
• Features clearly marked beta or preview.
• Suspension for non-payment or for a breach of the Terms.

6. How to claim a credit

Email [email protected] within 30 days of the end of the affected month, from your account email, telling us the dates and times you observed the problem. We will check our own measurements and confirm.

Approved credits are applied to a future invoice. They are not paid out in cash.

Service credits are your sole and exclusive remedy for any failure to meet the commitments in this SLA. This does not limit rights you have as a consumer that cannot be waived under applicable law.

7. Support response targets

We aim to respond to every support request within 1–2 business days, on every plan. Support is provided in English.

We publish one target rather than a faster tier for higher plans on purpose: a target we can hold on every plan is worth more than one we would miss on the plan that pays the most. Anything affecting availability is picked up first, whatever plan you are on.

These are response targets, not resolution times, and they are not backed by service credits.

8. Contact

Questions about this SLA, or to report a problem: [email protected].