Wesend Service Level Agreement (SLA)

Last Updated: July 2026

Contents

1. Scope and order of precedence
2. Definitions
3. Service commitment
4. Excluded downtime
5. Scheduled maintenance and status communications
6. Support and incident response targets
7. Service credits
8. Claim procedure
9. Sole remedy and SLA limitations
10. Beta features and third-party dependencies
11. Changes to this SLA
12. Appendix A - severity matrix

1. Scope and order of precedence

This SLA applies only to the specific paid Wesend subscription tier, workspace or order form that expressly incorporates it. It does not automatically apply to free plans, trial access, beta features, proof-of-concept access, consumer plans or any service marked as excluded.

This SLA is intended for Wesend Pro and Custom plans only, and only where the applicable order form, plan page or commercial terms expressly state that this SLA applies.

If there is a conflict between this SLA and the main Wesend Terms of Service, the Terms of Service control unless the order form expressly gives this SLA priority for a defined issue. This SLA provides service credits only; it is not a guarantee that the Service will be uninterrupted or error-free.

2. Definitions

For this SLA:

3. Service commitment

Wesend will use commercially reasonable efforts to make the Covered Service available with a Monthly Uptime Percentage of at least 95.0% during each calendar month.

Availability should be measured for the covered production service only. Performance issues affecting a third-party platform, internet provider or customer environment will not count toward the service commitment unless Wesend is directly responsible for the outage under this SLA.

4. Excluded downtime

The following are excluded from Downtime calculations:

• scheduled maintenance or emergency maintenance carried out under section 5;
• outages, delays, API restrictions, permission failures, suspensions, rate limits, review delays or policy enforcement caused by, including but not limited to, Meta, Instagram, Stripe, hosting providers, DNS providers, identity providers or other third-party services not under Wesend's direct control;
• beta, preview, experimental or no-charge features;
• customer-side misuse, unsupported configurations, custom code issues, failed integrations, lost credentials, revoked permissions, excessive traffic caused by the customer, or breaches of the Terms of Service;
• internet congestion, force majeure events, cyberattacks not reasonably preventable by Wesend, and actions required to protect the Service, other users or third parties from security, fraud or abuse risks.

5. Scheduled maintenance and status communications

Wesend may perform planned maintenance that temporarily affects availability. Wesend will use commercially reasonable efforts to provide advance notice through email, an in-product notice, customer portal or public status page.

Emergency maintenance may be carried out without prior notice where needed to address security, abuse, stability or legal issues. Wesend may publish incident updates and post-incident summaries at its discretion.

6. Support and incident response targets

If Wesend offers a support channel for the covered plan, the following response targets may apply. These are initial response targets, not guaranteed resolution times, and are measured during standard business hours (UK time).

7. Service credits

If Wesend fails to meet the Monthly Uptime Percentage commitment for the Covered Service in a calendar month, the affected customer may be eligible for the following service credits.

8. Claim procedure

To request a Service Credit, the customer should submit a written claim to [email protected] within 7 days after the end of the affected month. The claim should include the customer name, workspace or account identifier, the dates and times of the incident, and a brief description of the impact.

Wesend will review the claim in good faith using its own service records, logs and incident data. Credits will be applied only if the customer was paid up for the relevant period and was not in material breach of the Terms of Service.

9. Sole remedy and SLA limitations

Service Credits under this SLA are the customer's sole and exclusive financial remedy for a failure to meet the Monthly Uptime Percentage commitment, except where non-excludable law provides otherwise.

This SLA does not create a right to terminate for convenience, recover cash damages, or claim repeated credits beyond the cap stated in the applicable order form or plan terms.

Unless expressly stated otherwise in an order form, the maximum aggregate Service Credit available under this SLA for the Covered Service in any single calendar month will not exceed 15% of the monthly fees actually paid or payable for that Covered Service for the affected month.

10. Beta features and third-party dependencies

The Wesend service depends in part on third-party infrastructure and connected platforms. Features that rely on third-party services, including, but not limited to, social media platforms such as Meta or Instagram, related APIs, account permissions, payment processors, telephony providers, AI providers, analytics services, cloud hosting providers or similar services, may degrade, change or become unavailable without such events counting as Downtime under this SLA unless Wesend expressly states otherwise in writing.

Beta, preview and testing features are excluded from this SLA unless the order form expressly includes them.

11. Changes to this SLA

Wesend may update this SLA from time to time. Material changes should apply prospectively and, for contracted business customers, can be reflected at renewal or as stated in the relevant order form unless law requires earlier notice.

Appendix A - severity matrix