This Service Level Agreement (“SLA”) defines the level of service you can expect from IbarFlow. It outlines our commitments, responsibilities, and performance standards in delivering automation solutions.
This SLA applies to the following services provided by IbarFlow:
Automated Lead Response System (WhatsApp, SMS, Email)
Chatbot & Voice Bot (when subscribed)
Smart Nurturing Campaigns (when subscribed)
Conversion Analytics & Reporting (when subscribed)
Uptime Commitment: IbarFlow aims for 99% service uptime, excluding scheduled maintenance and third-party outages.
Scheduled Maintenance: Clients will be notified at least 48 hours in advance of planned downtime.
Third-Party Dependencies: Uptime may depend on third-party CRMs, APIs (e.g., WhatsApp Business, Twilio, Zoho, HubSpot, Salesforce). We are not liable for downtime caused by those providers.
| Issue Severity | Description | Response Time | Resolution Target |
|---|---|---|---|
| Critical | Service outage, automation not functioning, lead response halted | Within 2 hours | Within 12 hours (workaround or fix) |
| High | Major feature impacted but core services still running | Within 4 hours | Within 24 hours |
| Medium | Minor feature issues, reduced performance | Within 12 hours | Within 3 business days |
| Low | General queries, cosmetic changes, training requests | Within 24 hours | Within 5 business days |
To help us serve you effectively, clients must:
Provide accurate CRM/API access credentials.
Maintain valid subscriptions for any third-party tools used (e.g., WhatsApp API, CRM licenses).
Notify us promptly of any issues, errors, or changes in workflow requirements.
This SLA does not cover:
Issues caused by third-party providers or client-managed systems.
Internet connectivity issues outside IbarFlow’s control.
Custom development or feature requests not covered in the subscription plan.
Delays caused by client-side approvals or lack of required inputs.
Support Team – support@ibarflow.com
Account Manager – accounts@ibarflow.com
Co-Founders (Final Escalation) – founders@ibarflow.com
If IbarFlow fails to meet the uptime commitment (< 99% in a given month), affected clients may request service credits equal to 5% of their monthly subscription fee per 1% of downtime, capped at 25%.
Service credits are applied to future invoices and are the sole remedy for SLA breaches.
This SLA is valid as long as the client has an active subscription with IbarFlow.
The SLA will be reviewed annually and updated as required.
Clients will be notified of changes at least 30 days in advance.
📧 billing@ibarflow.com
📍 Mumbai, India
