Our commitment: TweakSpace targets 99.8% platform uptime. When issues arise, our Nairobi-based support team responds within the times specified below, prioritising business-critical problems first.
This Service Level Agreement ("SLA") applies to all active TweakSpace clients on paid subscription plans. Free trial users receive best-effort support only.
The SLA covers the TweakSpace platform hosted at app.tweakspace.io, including WhatsApp automation, ticketing, CRM, cloud call center, and analytics modules.
Enterprise clients may negotiate custom SLA terms as part of their service agreement. In case of conflict, the custom Enterprise SLA takes precedence over this document.
TweakSpace targets a monthly uptime of 99.8% for the core platform, calculated as:
Uptime % = ((Total minutes – Downtime minutes) / Total minutes) × 100
Downtime is defined as total unavailability of core platform features, confirmed by our monitoring systems. Partial degradation (e.g., slower response times while core features remain operational) does not count as downtime.
Our uptime is monitored continuously via automated systems. You can view real-time and historical status at status.tweakspace.io (coming soon).
For after-hours emergencies (critical outages affecting all operations), WhatsApp is the fastest way to reach our on-call team. Emergency support is available for Business and Enterprise plans.
| Priority | Definition | Starter | Business | Enterprise |
|---|---|---|---|---|
| P1 — Critical | Platform completely unavailable; all operations halted | 8 hrs | 2 hrs | 1 hr |
| P2 — High | Core feature unavailable; significant business impact | 8 hrs | 4 hrs | 2 hrs |
| P3 — Medium | Feature degraded; workaround available | 1 day | 8 hrs | 4 hrs |
| P4 — Low | Cosmetic issue, question, or feature request | 3 days | 2 days | 1 day |
Response times are measured during business hours (Mon–Sat, 8 AM–6 PM EAT) except for Enterprise 24/7 critical support. Resolution time depends on issue complexity and may differ from initial response time.
Planned maintenance is typically scheduled during low-traffic windows:
Emergency maintenance (e.g., critical security patches) may be applied with shorter notice. We will communicate as quickly as possible and aim to minimise disruption.
The following are not covered by this SLA:
If TweakSpace fails to meet the 99.8% uptime target in a given calendar month (excluding scheduled maintenance and exclusions listed in Section 7), eligible Business and Enterprise clients may request a service credit:
Credits must be requested within 14 days of the end of the affected month by emailing info@tweakspace.com with subject line "SLA Credit Request". Credits are applied to future invoices and are not redeemable for cash.
Service credits are the sole and exclusive remedy for downtime under this SLA.
All new clients benefit from our 72-hour go-live commitment:
This commitment assumes timely provision of required information (business details, FAQs, WhatsApp number verification, logo and branding assets) by the client. Delays caused by incomplete client onboarding materials may extend the timeline accordingly.
After go-live, TweakSpace provides a 2-week monitored period with proactive check-ins to optimise performance and address any issues.
For all support requests, start with WhatsApp or email. If an issue is not resolved within the response time commitments above, you may escalate:
WhatsApp: +254 791 408 864
Email: info@tweakspace.com
Hours: Monday – Saturday, 8:00 AM – 6:00 PM EAT
Emergency (Business & Enterprise): After-hours WhatsApp