Service Level Agreement (SLA)
Effective Date: 9 May 2025
This Service Level Agreement (“SLA”) outlines the service availability objectives, performance standards, and support obligations undertaken by VivaConnect Private Limited, the operator of the Helo.ai platform (“Helo”, “we”, “our”, or “us”) in relation to its Clients (“you”, “your”, or the “Client”).
This SLA forms an integral part of the Master Service Agreement (“MSA”) and shall govern the expected levels of performance and remedies in case of deviation from committed standards.
1. Service Availability
Helo shall use commercially reasonable efforts to ensure that the Helo.ai platform is available with a targeted monthly uptime of 99.99%, excluding periods of Scheduled Maintenance and Force Majeure Events.
Uptime Calculation:
Uptime (%) = ((Total Minutes in the Month − Downtime Minutes) / Total Minutes in the Month) × 100
- Scheduled Maintenance will be notified at least 24 hours in advance and generally conducted during non-peak hours;
- Emergency Maintenance may be performed with shorter or no prior notice in case of urgent fixes or threat mitigation.
2. Services Covered
This SLA applies to the core functionalities of the Helo.ai platform, including:
- API Access for Messaging, Campaign Management, and Chatbots;
- Administrative Dashboard Access;
- Message Delivery and Status Tracking;
- Real-Time Reporting and Analytics;
- Data Integration and Connector Frameworks.
This SLA does not cover service disruptions caused by third-party platforms or networks outside of Helo's control (e.g., Meta/WhatsApp, telecom aggregators, or cloud providers).
3. Support Services
Helo offers 24/7 customer support through the following channels:
- Email: support@helo.ai
- Phone Support: +91 98199 94942
Response Time Targets:
| Severity Level | Description | Initial Response Time |
|---|---|---|
| Critical | Total platform outage or unrecoverable failure | Within 30 minutes |
| High | Significant service degradation or API outage | Within 1 hour |
| Medium | Minor service interruption or UI/API delay | Within 4 hours |
| Low | Informational queries or general assistance | Within 12 hours |
Response time is defined as the time taken to acknowledge the issue and initiate investigation, not the time to resolution.
4. Service Credits
In the event of failure to meet the committed uptime in any calendar month, you may be eligible for a service credit, subject to the table below:
| Uptime Achieved | Credit Applied (% of Monthly Fee) |
|---|---|
| ≥ 99.5% and < 99.99% | 5% |
| ≥ 99.0% and < 99.5% | 10% |
| < 99.0% | 15% |
Claim Procedure:
- Credit requests must be submitted in writing within fifteen (15) days of the affected month;
- Claims must include incident details, timestamps, and supporting logs (if available);
- Approved credits will be applied to subsequent billing cycles and shall not be treated as monetary refunds.
Service credits constitute the sole and exclusive remedy for failure to meet service availability commitments.
5. SLA Exclusions
This SLA shall not apply to performance degradation, downtime, or outages resulting from:
- Misuse, improper configuration, or negligence on the part of the Client;
- Network connectivity issues originating from the Client's systems;
- Failures caused by third-party platforms (e.g., Meta/WhatsApp, Google RCS, cloud hosting providers);
- Scheduled or emergency maintenance;
- Force Majeure Events including but not limited to natural calamities, wars, strikes, government actions, cyberattacks, and legal orders.
6. Performance Monitoring and Reporting
Helo will continuously monitor the performance of the platform, including latency, throughput, and message delivery metrics. Performance reports may be provided via:
- Real-time dashboards accessible through the Client portal;
- Periodic performance summaries (monthly or quarterly);
- Customized reports upon written request, subject to resource availability.
7. Modifications and Notice
Helo reserves the right to revise this SLA to reflect updates in regulatory compliance, technological improvements, or operational practices. Changes shall become effective 30 calendar days following written or email notification to Clients or publication on the Helo.ai website. Continued use of the Services following such notification shall constitute acceptance.
8. Contact Information
For SLA-related concerns, claims, or inquiries, please contact:
Email: info@helo.ai
Postal Address:
Vivaplex, C7, Street 22,
MIDC, Opp. Rolta Technology Park,
Andheri (East), Mumbai – 400093, India.
9. Definitions
- "Availability" means the percentage of time the Helo.ai platform is accessible and usable, excluding Planned Downtime and Force Majeure Events.
- "Downtime" refers to any period during which the Helo.ai platform is not functional or accessible due to causes within Helo's control.
- "Force Majeure Event" means any event beyond the reasonable control of Helo, including but not limited to natural calamities, wars, strikes, government actions, cyberattacks, or infrastructure outages.
- "Planned Maintenance" refers to pre-scheduled maintenance periods for upgrades, patches, or preventive measures, which are communicated to Clients in advance.
- "Service Credit" means a reduction in the fee payable by the Client for a billing cycle, applied due to non-compliance with the committed Service Levels.
- "Support Services" refers to technical and customer support made available by Helo in accordance with Section 3.
- "Uptime" is the total time, expressed as a percentage, that the Helo.ai platform is operational during a defined period (typically monthly).