Service Level Agreement

Last updated: August 4, 2025

1. Uptime Commitment

NexusFlow commits to a 99.99% monthly uptime for our Core Messaging API. "Uptime" refers to the percentage of time in a calendar month that the service is available for sending and receiving messages via our API endpoints.

2. Exclusions from Downtime

Downtime is the total accumulated minutes during a calendar month for which the Service is unavailable. This does not include unavailability resulting from:

• Scheduled Maintenance for which we have provided at least 48 hours notice.
• Force majeure events, including acts of God, acts of government, and other events beyond our reasonable control.
• Issues with Meta's or WhatsApp's underlying platforms or networks.
• Your own equipment, software, network connections, or other infrastructure.
• Your violation of the Acceptable Use Policy.

3. Service Credits

If we fail to meet the 99.99% uptime commitment in any calendar month, you may be eligible to receive a service credit. The credit will be calculated as a percentage of your platform fee for the affected month, as follows:

• 99.0% to 99.98% uptime: 10% service credit
• Below 99.0% uptime: 25% service credit

To receive a credit, you must submit a claim to our support team within 30 days of the end of the month in which the downtime occurred.