Service Level Agreement (SLA)

This Service Level Agreement (“SLA”) outlines the service availability, support commitments, and performance expectations between TechnoFex Ltd, the provider of Worksii (“Provider”), and the customer (“Customer”) using the Worksii messaging platform.

1. Scope

This SLA applies to the Worksii software platform and all services hosted under its infrastructure, including:

• Messaging via WhatsApp, Email, SMS, and Push
• Wallet and billing services
• Campaign scheduling and automation
• API access and webhooks
• Dashboard access and reporting

This SLA does not apply to outages caused by force majeure, third-party service providers, or customer-side issues.

2. Service Availability

Monthly Uptime Guarantee: 99.9%

Service availability is measured monthly and includes access to core messaging systems, API endpoints, and dashboard functionality.

Calculation

Availability (%) = (Total Minutes - Downtime Minutes) / Total Minutes x 100 If monthly uptime falls below 99.9%, Customers may be eligible for service credits.

3. Service Credits

If Worksii fails to meet the Monthly Uptime Guarantee, Customers may request service credits based on the following:

Conditions:

• Customer must request credit within 15 days of the incident
• Credits apply to future invoices only
• Credits are the sole remedy for SLA breaches

4. Maintenance & Scheduled Downtime

TechnoFex Ltd will provide advance notice (minimum 48 hours) for scheduled maintenance. Scheduled downtime will be limited to off-peak hours and will not exceed 4 hours per month.

Urgent security patches may be applied with minimal notice to ensure platform integrity.

5. Support Services

• Support Hours: Monday – Friday, 9:00 AM to 6:00 PM (UTC)
• Email: support@worksii.com

Response Time Targets

6. Security Commitments

Worksii maintains enterprise-grade security controls including:

• Data encryption at rest and in transit
• Access controls and audit logs
• Regular security assessments and monitoring
• Compliance with GDPR and UK data protection laws

Refer to the Worksii Privacy Notice and Security Policy for further details.

7. Customer Responsibilities

To ensure performance and support quality, Customers are responsible for:

• Maintaining valid payment funding for their wallet
• Configuring messaging templates according to channel rules
• Assigning a designated technical contact for escalations
• Monitoring usage to avoid reaching quota or spend limits

8. Limitations

This SLA does not cover:

• Issues caused by the Customer’s hardware, software, or network
• Downtime resulting from third-party providers such as Meta, Twilio, or SMTP services
• Incidents caused by misuse of the platform, API overuse, or violation of the Acceptable Use Policy

9. Revisions and Notifications

TechnoFex Ltd reserves the right to update this SLA. Any revisions will be communicated to Customers at least 30 days in advance.

10. Contact

For SLA-related questions or service escalations, contact:

This SLA is governed by the Terms of Use and forms an integral part of the agreement between the Customer and TechnoFex Ltd.