← Compliance hubNeed a copy for your records? Print this page to PDF.
Template notice. This is a GDPR-aligned template and must be reviewed by a qualified data-protection lawyer or DPO before commercial reliance. Not legal advice.

Service Level Agreement

Version 1.0 - Effective 2026-07-08 - Change log

Template document: review by a qualified lawyer before commercial reliance. Not legal advice.

This Service Level Agreement ("SLA") forms part of the Terms of Service. It describes the availability commitment for the Whistle service, how availability is measured, and the remedies available if we miss the target. We publish this SLA in plain terms: Amaigo is a small vendor and this document reflects what we can honestly commit to, rather than a marketing number.

1. Scope

This SLA covers the Whistle chat service endpoint and widget delivery for paid production deployments. Demo, trial, and sandbox deployments are excluded.

2. Availability commitment

We use commercially reasonable efforts to achieve 99.5% monthly availability of the covered service.

3. Measurement

  • Availability is measured by external uptime monitoring of the chat endpoint. The monitoring service we use is named in your client dashboard and onboarding pack.
  • Monthly availability = minutes the service was available / total minutes in the calendar month, excluding the exclusions in section 4.
  • Outages lasting under 5 consecutive minutes do not count as downtime.

4. Exclusions

Downtime caused by the following does not count against the availability target:

  1. Scheduled maintenance announced with at least 48 hours notice.
  2. Emergency maintenance required to protect the security or integrity of the service.
  3. Issues on your side of the integration, including your website, hosting, embed configuration, or allowedOrigins settings.
  4. Your breach of the Terms of Service or Acceptable Use Policy, including any resulting suspension.
  5. Internet, DNS, or network failures outside our control.
  6. Force majeure events.
  7. Outages of upstream providers (Anthropic, Vercel, Railway, Cal.com, Cloudflare) where we are actively pursuing restoration or mitigation.

5. Service credits

  • If monthly availability falls below 99.5%, you may claim a service credit of 10% of that month's subscription fee. This is a single credit tier.
  • How to claim: email us within the calendar month following the affected month, stating the dates and times of the unavailability you observed. We verify claims against the external monitor.
  • Credits are applied to future invoices. They are not paid in cash.
  • Service credits are the sole and exclusive remedy for failure to meet the availability target, except as set out in section 6.
  • Credits require your account to be in good standing at the time of the claim.

6. Chronic failure

If we miss the 99.5% target in two consecutive calendar months, you may terminate the affected service on 30 days written notice and receive a pro-rata refund of prepaid fees for the terminated period.

7. Support

  • Support is provided by email.
  • Target first response: one business day (UK business hours, Monday to Friday excluding English public holidays).
  • Critical outages (the chat service is unavailable for your production deployment) are prioritised ahead of all other requests.

For how visitor data is handled during incidents, see the Data Processing Agreement and our breach notification process.

This document is a template and must be reviewed by a qualified lawyer before commercial reliance. It is not legal advice.