Service Level Agreement
Last updated: May 2026
1. Agreement Scope
This agreement defines the service levels provided by WhatsLoop (a trademark owned by Cloud Payment Communications & Information Technology Co., Commercial Registration No. 7037551590) to its customers.
This agreement applies to all WhatsLoop customers subscribed to an active paid plan.
This agreement should be read in conjunction with the Terms & Conditions and Privacy Policy.
Service levels vary by subscribed plan as detailed in this agreement.
The commitments in this agreement do not apply to Free plan users.
2. Definitions
"Uptime": The percentage of time the service is available and functioning normally during a calendar month.
"Downtime": Any period during which the service is unavailable or unusable due to a failure in WhatsLoop systems, excluding scheduled maintenance and listed exclusions.
"Scheduled Maintenance": Pre-announced maintenance work during which the service is temporarily suspended.
"Service Credit": Compensation in the form of subscription extension or account credit provided when uptime falls below the committed level.
"Response Time": The time between receiving a support request and the initial response from the support team.
3. Uptime Commitment
WhatsLoop commits to different uptime levels based on the subscribed plan:
| Plan Group | Uptime |
|---|---|
| Free / Starter | 99.5% |
| Business / Growth | 99.9% |
| Professional / Enterprise / Custom | 99.95% |
4. Uptime Calculation
Monthly uptime is calculated using the following formula:
Uptime % = ((Total Month Minutes - Downtime Minutes) / Total Month Minutes) x 100
Scheduled maintenance periods are not counted as downtime.
Downtime caused by exclusions listed in this agreement is not counted.
Downtime is considered to have occurred only when the client cannot access the WhatsLoop dashboard for more than 5 consecutive minutes. This does not include message sending or receiving failures caused by WhatsApp itself or by the client disconnecting or stopping the session on their end.
5. Compensation
If uptime falls below the committed level, the client is entitled to service credit according to the following schedule:
Compensation is provided as service credit added to the next billing cycle and is not redeemable for cash.
Total compensation in any month shall not exceed 50% of the monthly subscription fee.
The client must submit a compensation request within 15 days of the end of the affected month by opening a support ticket.
Compensation is not applicable if downtime was caused by any of the exclusions listed in this agreement.
| Actual Uptime | Service Credit |
|---|---|
| 99.0% – Below committed | 10% of monthly fee |
| 95.0% – 99.0% | 25% of monthly fee |
| Below 95.0% | 50% of monthly fee |
6. Scheduled Maintenance
Routine maintenance is performed during low-traffic hours (typically between 2:00 AM and 5:00 AM Saudi time).
Customers are notified at least 48 hours before any scheduled maintenance via email or the dashboard.
Scheduled maintenance does not exceed 4 hours per month under normal circumstances.
In emergencies requiring immediate maintenance to protect platform security or customer data, unscheduled maintenance may be performed with notification as soon as possible.
7. Support Response Times
Response times vary based on issue severity and subscribed plan:
Critical Priority: Complete service outage affecting all users or data loss.
High Priority: Major malfunction affecting a core feature with no workaround.
Medium Priority: Malfunction affecting a secondary feature with a workaround available.
Low Priority: General inquiries, enhancement requests, or cosmetic issues.
| Priority | Free / Starter | Business / Growth | Professional / Enterprise / Custom |
|---|---|---|---|
| Critical | 4 hours | 2 hours | 1 hour |
| High | 8 hours | 4 hours | 2 hours |
| Medium | 24 hours | 12 hours | 6 hours |
| Low | 48 hours | 24 hours | 12 hours |
8. Exclusions
Uptime and compensation commitments do not apply in the following cases:
Interruptions or failures in WhatsApp, Meta, or any third-party service.
Issues caused by internet networks or infrastructure beyond WhatsLoop's control.
Pre-announced scheduled maintenance.
Cyber attacks (DDoS) or security events requiring emergency protective measures.
Force majeure: natural disasters, acts of war, government decisions, or any event beyond reasonable control.
Client misuse of the platform or exceeding plan limits.
Issues caused by the client's browser, device, or local network configuration.
Banning of the client's WhatsApp account by WhatsApp or Meta.
9. WhatsApp Disclaimer
This provision is a fundamental part of this agreement:
WhatsApp is a service provided by Meta Platforms, Inc. and is not under WhatsLoop's control.
This Service Level Agreement does not include any guarantee of WhatsApp service availability.
Any interruption, delay, or change in WhatsApp service does not constitute a breach by WhatsLoop of this agreement.
WhatsLoop does not guarantee the continuity of the WhatsApp Web protocol (used in QR connection) and bears no responsibility for any changes WhatsApp makes to its protocols.
Changes in Meta or WhatsApp policies affecting the Cloud API do not constitute a breach of this agreement.
10. Changes
WhatsLoop reserves the right to modify this agreement at any time.
Customers are notified of any material changes 30 days before they take effect.
Continued use of the service after posting modifications constitutes acceptance of the updated agreement.
For any inquiries about the Service Level Agreement, contact us at support@whatsloop.com.
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