Service level agreement

Our commitment to availability and support responsiveness for paid plans.

Availability

We target 99.9% monthly uptime for the core chat, widget and API services, excluding scheduled maintenance (announced at least 48 hours ahead on the status page) and factors outside our reasonable control.

Support response times

• Priority 1 — service down: first response within 4 business hours.
• Priority 2 — major feature impaired: within 1 business day.
• Priority 3 — general question: within 2 business days.

First-response SLA on your own chats

Beyond our platform SLA, SiteHelp tracks your team's first-response times against a target you set per website, flags breaches, and reports compliance in the AI Performance dashboard — so you can hold your own service standard, not just ours.

Service credits

If monthly uptime falls below the target, eligible accounts may request service credits against the following month, calculated on the shortfall. Contact support with the affected period to make a claim.

This page summarises typical SLA terms; the binding agreement is the one in your signed contract or order form.