← Back to Home Service Level Agreement (SLA)
Version: V1.0 | Last Updated: March 2026
This Service Level Agreement (SLA) defines WizTeam's service availability commitments, incident response times, and compensation mechanisms for paid subscription users.
1. Scope
This SLA applies to all paid subscription users. Free tier users do not receive SLA coverage, though we strive to maintain service stability.
2. Service Availability Commitment
Monthly Availability = (Total minutes in month - Unavailable minutes) / Total minutes in month × 100%
| Plan | Monthly Availability | Allowed Downtime/Month |
| Basic | 99.5% | ~3.6 hours |
| Pro | 99.9% | ~43 minutes |
| Enterprise | 99.95% | ~22 minutes |
3. Scheduled Maintenance
- Time: Every Sunday 2:00 AM - 6:00 AM (UTC+8)
- Frequency: Usually 1-2 times per month
- Notice: 7 days advance notice (in-app message + email)
4. Incident Response and Resolution
Incident Severity Levels
- P0 (Critical): System completely unavailable, all users affected
- P1 (High): Core features unavailable, impacting main business processes
- P2 (Medium): Partial feature issues, affecting some users or functions
- P3 (Low): Experience issues, not affecting core functions
Response Times
| Plan | P0 Response | P1 Response | P2 Response |
| Basic | 24 hours | 48 hours | 3 business days |
| Pro | 12 hours | 24 hours | 2 business days |
| Enterprise | 2 hours | 4 hours | 1 business day |
5. Technical Support
- Basic: Ticket system, Mon-Fri 9:00-18:00
- Pro: Ticket system (priority), Mon-Fri 9:00-21:00
- Enterprise: Tickets + dedicated support + phone, 7×12 (9:00-21:00)
6. Compensation Mechanism
When monthly actual availability falls below the committed level, users may request compensation in the form of service extension (no cash refunds).
- Application deadline: Within 30 days of incident
- Application method: Submit via ticket system
- Processing time: Review and response within 7 business days
7. Data Backup and Recovery
- Backup frequency: Daily automatic backups
- Backup retention: Last 30 days
- Data recovery: Accidentally deleted data can be restored within 24 hours (Basic and above)
8. Contact Us
For questions, please contact: