Service Level Agreement (SLA)

Effective Date: 01.01.2025

This Service Level Agreement (“SLA”) outlines the service availability, support response times, issue resolution commitments, and uptime guarantees for Wescle Suite (“we,” “us,” or “our”). By using our services, you agree to the terms defined in this SLA.

1. Service Availability & Uptime Commitment

1.1 Uptime Guarantee:

We commit to a 99.5% uptime per calendar month for the Wescle Suite platform.
Uptime is measured based on server availability and excludes scheduled maintenance, force majeure events, and third-party service failures.

1.2 Downtime Definition:

Downtime is defined as a period where Wescle Suite services are unavailable due to infrastructure failures within our control.
Downtime does not include interruptions caused by:
- Scheduled maintenance (with prior notice of at least 24 hours).
- Failures due to customer misconfiguration or third-party integrations.
- Unforeseen issues caused by third-party AI services, including OpenAI, Google APIs, Anthropik APIs, Unsplash, and other external dependencies.

1.3 Scheduled Maintenance:

We conduct routine maintenance to ensure service reliability and performance.
Maintenance schedules will be communicated via email or platform notifications at least 24 hours in advance.

2. Support & Response Times

2.1 Support Availability:

Standard support is available 24/7 through email and support tickets.
Live chat support is available Monday to Friday from 09:00 AM – 06:00 PM (UTC+0).

2.2 Response Time Commitments:

Severity Level	Issue Type	Initial Response Time
Critical	Complete service outage	1 hour
High	Major feature failure affecting multiple users	4 hours
Medium	Performance degradation or partial functionality loss	12 hours
Low	Minor issues, inquiries, or general support	24 hours

2.3 Resolution Times:

We aim to resolve critical issues within 12 hours and high-priority issues within 24 hours.
Resolution times depend on complexity, customer cooperation, and third-party dependencies.

3. Remedies for Downtime

3.1 Service Downtime Notices:

In the event of prolonged downtime exceeding 12 consecutive hours, customers will receive a notification outlining the issue and estimated resolution time.
We will provide transparency regarding any outages caused by third-party service failures.

3.2 No Service Credits Policy:

Wescle Suite does not provide service credits or financial compensation for downtime.
Customers acknowledge that uptime commitments are based on best-effort availability and exclude third-party disruptions.

4. Dependencies on Third-Party AI Services

4.1 External API Dependencies:

Wescle Suite integrates with third-party AI services, including OpenAI, Google APIs, Unsplash, Stability AI, and Anthropic AI, and others (which may be added in future and listed in here).
We are not liable for outages, rate limits, or service disruptions caused by third-party providers.

4.2 AI Model Performance:

AI-generated content and functionality depend on third-party model performance.
Any changes, restrictions, or failures in third-party AI services may impact our service delivery.

5. Exclusions & Disclaimers

5.1 Exclusions:
This SLA does not cover service issues caused by:

Customer misconfigurations, improper API usage, or misuse of features.
Cyberattacks, DDoS incidents, or force majeure events beyond our control.
Third-party plugins, themes, or integrations that impact Wescle Suite performance.

5.2 No Financial Liability:

Wescle Suite is not liable for any indirect, consequential, or financial losses due to downtime or service limitations.
Customers understand that service uptime is subject to third-party dependencies, and availability may vary.

6. Modifications & Contact Information

6.1 Policy Updates:

We reserve the right to modify this SLA at any time.
Customers will be notified of significant changes via email or platform notifications at least 30 days in advance.

6.2 Contact Us:
If you have any SLA-related inquiries, contact us at:

Wescle Suite Support
Email: info@wescle.com
Website: https://wescle.com

By using Wescle Suite, you acknowledge and agree to the terms outlined in this SLA.3