Note: The Portuguese version is the legally binding version.
Service Level Agreement (SLA)
Version 1.0 — Effective as of April 5, 2026
Omega Capital Holding Gestao e Participacoes Empresariais 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
| Plan | Availability Target | Maximum Monthly Downtime |
|---|---|---|
| Starter | 99.0% | ~7h 18min |
| Growth | 99.5% | ~3h 39min |
| Scale | 99.5% | ~3h 39min |
| Enterprise | 99.9% | ~43min |
1.2 Monitoring
Availability is continuously monitored through Prometheus (internal metrics) and UptimeRobot (external monitoring). The platform's real-time status is available at:
Status Page: status.chatsense.app
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.
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, Google, Telegram, TikTok, Stripe, and Asaas
- 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 contracted target, the customer shall be entitled to service credits in accordance with the table below:
| Monthly Availability | Credit Applied to Monthly Fee |
|---|---|
| 99.0% to 99.5% | 5% |
| 98.0% to 99.0% | 10% |
| 95.0% to 98.0% | 15% |
| Below 95.0% | 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
- Starter Plan: NO service credits (best-effort support)
- Courtesy/Free Plans: NO service credits
- Trial Period: NO service credits
5. Credit Request Process
To request service credits, the customer must:
- Submit a request via email to suporte@chatsense.app 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 internal monitoring logs (Prometheus and UptimeRobot).
6. Support Response Times
6.1 Response Times by Severity and Plan
| 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 | -- | -- | -- | Yes |
| Dedicated account manager | -- | -- | -- | Yes |
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 have a dedicated account manager for 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 — Omega Capital Holding Gestao e Participacoes Empresariais Ltda
Support email: suporte@chatsense.app
General inquiries: contato@chatsense.app
Platform status: status.chatsense.app