SLA Guideline#
AI WorkerX Service Level Guideline (Launch Stage)
This SLA Guideline is non-binding and does not create any contractual obligations or warranties.
It is provided solely for transparency during the launch stage.
1. Objective#
AI WorkerX strives to deliver reliable and stable services for all users.
These metrics reflect our internal performance targets only.
2. Target Availability & Support#
| Metric | Target | Notes |
|---|---|---|
| Platform Uptime | 99.9% monthly | Excludes scheduled maintenance, force majeure, and failures caused by third-party providers (WhatsApp, Meta, LLM providers, gateways). |
| Support Response Time | Within 24 hours (Business Days) | Email-only support during launch stage. |
| Issue Resolution | Within 72 hours | Best-effort basis; dependent on third-party APIs. |
3. Important Exclusions#
This SLA Guideline does not apply to service interruptions caused by:
- WhatsApp/META outages
- Payment gateway failures
- Cloud hosting issues
- LLM provider rate limits or downtime
- Internet connectivity problems
- Customer-side device issues
- Scheduled upgrades or hotfixes
- Abuse, misuse, or AUP violations
4. Updates#
AI WorkerX may revise this guideline at any time without notice.