Service Level Agreement (SLA)

Support Availability

• Email support: 24–48 business hours
• Priority issues: Handled during business hours

Optimus Platform SLA

• Platform uptime depends on third-party APIs (WhatsApp/Meta)
• InnovExc ensures best-effort availability and monitoring
• SLA excludes third-party outages and force majeure events

Client Responsibilities

• Provide timely approvals and inputs
• Ensure lawful usage of WhatsApp communication
• Maintain compliance with applicable regulations