Service Level Agreement
Last updated: March 2026
1. Uptime Commitment
Minilab commits to 99.9% monthly uptime for all production services.
| Service | Target uptime | Measurement period |
|---|---|---|
| WhatsApp AI | 99.9% | Monthly |
| Platform dashboard | 99.9% | Monthly |
| Guard VMS | 99.9% | Monthly |
| Telegram bot | 99.5% | Monthly |
2. Support Response Times
| Priority | Response time | Example |
|---|---|---|
| Critical (platform down) | 1 hour | All users cannot login |
| High (feature broken) | 4 hours | Collection engine not running |
| Medium (bug report) | 1 business day | UI display issue |
| Low (feature request) | 5 business days | New feature suggestion |
3. Exclusions
SLA does not cover:
- WhatsApp / Meta platform outages
- Telegram platform outages
- Scheduled maintenance windows (notified 48 hours in advance)
- Force majeure events
4. Credits
If uptime falls below 99.9% in any calendar month: 10% service credit on that month's invoice. Applies to paid plans only.
5. Contact
To report an SLA breach: yo@minilab.my
Subject line: SLA BREACH — [description]