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Service level agreement

Last updated September 24, 2026

This SLA is effective from September 24, 2026 and applies to organizations on a paid support plan: Pro Support, Business Support, Enterprise. It is part of the terms of service. Every organization starts on Community support, which is best effort and has no uptime commitment or response target. Support plans are sold separately from usage. Compare plans.

Covered components

The SLA covers these components of the status page, each measured by its probe once a minute:

  • REST API: api.wuapi.dev, measured with a GET /health every minute.
  • WhatsApp engine: The service that holds the linked-device sessions, measured with a GET /health every minute.
  • Webhook delivery: First delivery attempts to customer endpoints over the last 15 minutes, counted per endpoint.

How uptime is measured

  • A down minute is a minute in which the probe recorded a covered component in the outage state. The outage rules are published on the status page. Degraded counts as up.
  • Monthly uptime for a component is 1 minus its down minutes divided by the minutes in the calendar month, in UTC.
  • The month's uptime is the lowest of the covered components.
  • Minutes the probes did not record are not counted as down. Excluded minutes (below) are not counted as down either.

Uptime commitment and credits

If a month's uptime falls below your plan's commitment, you can claim a credit on that month's support plan fee:

  • Pro Support, 99.5% monthly uptime. Below 99.5%: 10%. Below 98%: 25%.
  • Business Support, 99.9% monthly uptime. Below 99.9%: 10%. Below 99%: 25%. Below 95%: 50%.
  • Enterprise, 99.95% monthly uptime. Below 99.95%: 10%. Below 99.5%: 25%. Below 99%: 50%.

Only the highest tier reached applies. Credits never exceed 50% of the month's support plan fee, are applied to a future invoice, and are not paid out in cash. Usage charges (accounts and proxy traffic) are not credited.

Claiming a credit

Open a ticket from the dashboard's Support page within 30 days after the end of the month, naming the month. We check it against the probe data and reply with the result. A claim made later is not eligible.

Exclusions

Down minutes caused by any of the following do not count against uptime:

  • WhatsApp: restrictions or bans on a number, WhatsApp outages, and changes to the WhatsApp protocol or to how linked devices work. wuapi is an independent service and does not control WhatsApp.
  • You or your systems: your webhook endpoint, network, code or credentials, and a phone that is offline or unlinked.
  • Scheduled maintenance announced on the status page at least 48 hours ahead, up to 4 hours per month. Maintenance beyond that counts.
  • Events beyond our reasonable control (force majeure).
  • Features labeled beta.
  • Suspension under the terms of service, or a period when the support plan fee is unpaid.

Response targets

Each plan's first-response targets are listed on the support page and shown on every ticket. Business hours are Monday to Friday, 09:00 to 18:00, in the time zone set on the dashboard's Support page. Targets marked 24/7 run on the clock. Severities:

  • P1, production down: Your production traffic is down, or every send is failing.
  • P2, degraded: Something is degraded, or a feature is broken and there's no workaround.
  • P3, question: Questions, how-to, and minor bugs.

Response targets are commitments on when we first reply. They are not resolution times, and missing one does not earn a credit.

Sole remedy

Service credits are your only remedy for a failure to meet this SLA. Enterprise contracts may set different terms in writing; where they do, the contract wins.

Changes

We may update this SLA. A change that lowers a commitment takes effect at the start of your next billing period after we announce it. The effective date at the top shows the current version.