Note: The Portuguese version is the legally binding version.
Service Level Agreement (SLA)
Version 3.0 — Effective as of August 10, 2026
VertexHub do Brasil Ltda ("ChatSense," "we," "our," or "Platform") sets forth in this Service Level Agreement (SLA) the commitments regarding availability, performance, support response times, and applicable compensation mechanisms for customers of the ChatSense platform.
1. Service Availability
1.1 Availability Targets by Plan
Availability is measured as the percentage of time the platform is operational during a calendar month. The formula used is:
Availability (%) = ((Total minutes in month - Minutes of downtime) / Total minutes in month) x 100
For the purposes of this SLA, downtime means the inability to access the core service (web application and API) for a cause attributable to ChatSense. Mobile apps, the webchat widget, the customer portal and voice features follow the same target where the failure arises from ChatSense's infrastructure, excluding app stores and third-party networks and services.
| Plan | Availability Target | Maximum Monthly Downtime |
|---|---|---|
| Starter | 99.0% (indicative — see Section 4.2) | ~7h 18min |
| Growth | 99.5% | ~3h 39min |
| Scale | 99.5% | ~3h 39min |
| Enterprise | 99.9% | ~43min |
The Chatbot plan, free or legacy plans, and courtesy organizations operate on a best-effort basis, with no guaranteed availability target and no entitlement to service credits (see Section 4.2). The Starter plan target is indicative: it guides the operation of the Platform but does not give rise to service credits (see Section 4.2).
1.2 Monitoring
Availability is continuously monitored through internal metrics tooling and external monitoring. The platform's operational status may be checked with support at vertexhub@vertexhub.ai; significant incidents are communicated by email and in-app notice.
2. Scheduled Maintenance
2.1 Maintenance Windows
Scheduled maintenance is performed during the following windows:
- Days: Tuesdays and Thursdays
- Time: 02:00 to 06:00 BRT (Brasilia Time)
2.2 Notification
Customers shall be notified at least 48 hours in advance of scheduled maintenance via email and in-app banner. Scheduled maintenance does NOT count as downtime for SLA calculation purposes.
2.3 Emergency Maintenance
In the event of security incidents or critical vulnerabilities, emergency maintenance may be performed without prior notice. Total emergency maintenance time is limited to 4 hours per month. Emergency maintenance within that monthly cap is not counted as downtime; any time exceeding the cap will be counted normally in the SLA calculation.
3. Exclusions
The following events do NOT count as downtime for SLA calculation purposes:
- Scheduled maintenance — as described in Section 2
- Third-party failures — including, but not limited to: Meta (WhatsApp, Instagram and Messenger), Google, artificial intelligence and telecommunications providers, and the payment methods used by the Platform
- Customer connectivity issues — failures in the customer's internet connection or network
- Usage beyond plan limits — excess conversations, agents, channels, or contacts beyond the contracted plan
- DDoS attacks — distributed denial-of-service attacks
- Force majeure — natural disasters, pandemics, wars, governmental regulations, and other events beyond ChatSense's reasonable control
- Beta/Preview features — features marked as beta or preview carry no availability guarantee
- Customer actions — actions taken by the customer that cause service degradation (e.g., misconfigured automations, API abuse)
4. Service Credits
4.1 Credit Table
If monthly availability falls below the target contracted for the customer's plan (Section 1.1), customers on the Growth, Scale and Enterprise plans shall be entitled to service credits in accordance with the table below — the other plans do not give rise to credits (see Section 4.2). The bands are measured in percentage points (p.p.) below the target of the contracted plan:
| Monthly Availability (relative to the plan's target) | Credit Applied to Monthly Fee |
|---|---|
| Below target by up to 0.5 p.p. | 5% |
| 0.5 to 1 p.p. below target | 10% |
| 1 to 4 p.p. below target | 15% |
| More than 4 p.p. below target | 25% |
4.2 Limits and Restrictions
- Maximum cap: 25% of the monthly fee
- Credits are applied as a discount on the next invoice and are not refundable in cash while the contract remains in force
- In the event of termination of the contract before offsetting, the amount of any accrued and unused service credit shall be refunded to the customer in cash within 30 days
- Starter Plan: has an indicative availability target (Section 1.1), but NO entitlement to service credits
- Chatbot Plan, free or legacy plans, and courtesy organizations: NO service credits (best-effort basis, Section 1.1)
- Trial Period: NO service credits
5. Credit Request Process
To request service credits, the customer must:
- Submit a request via email to vertexhub@vertexhub.ai within 30 days after the incident
- Include in the request: affected period, description of impact, and supporting evidence (screenshots, logs)
5.1 Review and Decision
ChatSense shall review the request within 15 business days of receipt. The final decision rests with ChatSense, based on the platform's internal and external monitoring records.
6. Support Response Times
6.1 Response Times by Severity and Plan
The times below are counted within business hours (business days, 9 a.m. to 6 p.m. BRT), except for Critical severity on the Enterprise plan, which is monitored on an extended basis.
| Severity | Starter | Growth | Scale | Enterprise |
|---|---|---|---|---|
| Critical System unavailable | 24h | 8h | 4h | 1h |
| High Core functionality degraded | 48h | 12h | 8h | 2h |
| Medium Secondary functionality | 72h | 24h | 12h | 4h |
| Low Questions and improvements | 5 business days | 3 business days | 2 business days | 1 business day |
6.2 Support Channels by Plan
| Channel | Starter | Growth | Scale | Enterprise |
|---|---|---|---|---|
| Yes | Yes | Yes | Yes | |
| In-app chat | -- | Yes | Yes | Yes |
Phone support and a dedicated account manager may be contracted by Enterprise plan customers by means of a specific contractual provision.
7. Escalation Path
ChatSense maintains a structured escalation process to ensure efficient problem resolution:
7.1 Tier 1 — Technical Support
Initial response via AI-assisted support with human backup. Responsible for general inquiries, usage guidance, and resolution of common issues.
7.2 Tier 2 — Support Engineering
Complex issues requiring in-depth technical investigation, log analysis, and configuration diagnostics.
7.3 Tier 3 — Product Engineering
Confirmed bugs, performance issues, and matters requiring changes to the platform's codebase or infrastructure.
7.4 Tier 4 — Executive Management
Critical incidents, SLA breaches, and situations requiring executive-level decisions. Automatically triggered when SLA deadlines are exceeded.
7.5 Enterprise — Direct Escalation
Enterprise plan customers who have contracted a dedicated account manager (Section 6.2) have direct escalation, without the need to go through intermediate tiers.
8. Changes to the SLA
- ChatSense may modify this SLA with 30 days' prior notice
- Notification via email and in-app banner
- Changes are not retroactive
- In the event of an SLA reduction, Enterprise customers may terminate their contract without penalty within 60 days of the notification
Contact
For questions regarding this Service Level Agreement:
ChatSense — VertexHub do Brasil Ltda
Support email: vertexhub@vertexhub.ai
General inquiries: vertexhub@vertexhub.ai