Service Level Agreement

1. Agreement Overview

This Service Level Agreement ("SLA") is a policy governing the use of Whispie services under the terms of the Whispie Terms of Service. This SLA applies separately to each account using Whispie services.

1.1 Parties: This SLA is between Black Eagle Group LLC ("Whispie", "we", "us") and the customer ("you", "customer").

1.2 Effective Date: This SLA becomes effective upon your subscription to Whispie services.

1.3 Term: This SLA remains in effect for the duration of your subscription.

2. Service Level Objectives

3. Service Credit Program

3.2 Credit Request Process

To receive service credits:

1. Submit credit request to [email protected] within 30 days of incident
2. Include relevant incident details and timestamps
3. We will verify and process within 30 business days
4. Credits applied to next billing cycle

3.3 Limitations

• Maximum credit per month: 50% of monthly fee
• Credits are sole and exclusive remedy for service issues
• No credits for free tier services
• Credits not transferable or redeemable for cash

4. Support Services

4.2 Issue Severity Levels

Severity	Definition	Response Time	Examples
Critical (P1)	Service completely unavailable	1 hour	Full outage, data loss
High (P2)	Major feature impairment	4 hours	Key features down, performance issues
Medium (P3)	Partial feature impairment	8 hours	Minor bugs, UI issues
Low (P4)	General questions, feature requests	24 hours	How-to questions, suggestions

5. Maintenance Windows

5.1 Scheduled Maintenance

We perform scheduled maintenance during predefined windows:

• Regular Maintenance: Sundays 02:00-04:00 UTC (weekly)
• Extended Maintenance: First Sunday of month 00:00-06:00 UTC
• Notification: 7 days advance notice for extended maintenance
• Emergency Maintenance: As needed with maximum 2 hours notice

5.2 Maintenance Communication

We communicate maintenance activities through:

• In-app notifications
• Email announcements
• Status page updates
• Support portal announcements

6. Exclusions and Limitations

6.1 SLA Exclusions

The following are excluded from uptime calculations:

• Scheduled maintenance with proper notice
• Emergency maintenance with reasonable notice
• Force majeure events
• Customer-caused issues
• Third-party service provider issues
• Network issues beyond our control
• Customer equipment or software issues

6.2 Beta Services

Beta and preview services are provided "as is" without SLA guarantees.

7. Monitoring and Reporting

7.1 Service Monitoring

We employ comprehensive monitoring including:

• 24/7 infrastructure monitoring
• Real-time performance metrics
• Automated alerting systems
• User experience monitoring
• Third-party monitoring services

7.2 Status Reporting

We provide service status through:

• Status Page: status.whispieapp.com
• Incident Reports: Post-incident analysis and reports
• Monthly Reports: Performance and uptime statistics
• Real-time Updates: During active incidents

8. Customer Responsibilities

8.1 Customer Requirements

To ensure optimal service performance, customers must:

• Maintain updated browsers and devices
• Use supported operating systems
• Ensure adequate internet connectivity
• Follow recommended security practices
• Keep contact information current

8.2 Issue Reporting

Customers should report issues by:

• Providing detailed description of the problem
• Including relevant screenshots or error messages
• Specifying steps to reproduce the issue
• Indicating the severity level
• Providing contact information for follow-up

9. Data Backup and Recovery

9.1 Backup Procedures

We maintain comprehensive backup systems:

Backup Type	Frequency	Retention	Recovery Time
Database Backups	Daily + real-time replication	30 days	4 hours (RTO)
File Backups	Daily	90 days	8 hours (RTO)
Configuration Backups	Real-time	Indefinite	2 hours (RTO)

9.2 Recovery Objectives

• RTO (Recovery Time Objective): 4 hours for critical systems
• RPO (Recovery Point Objective): 1 hour for critical data
• Disaster Recovery: Geo-redundant systems with automatic failover

10. Security and Compliance

10.1 Security Commitments

We maintain the following security standards:

• Data encryption in transit and at rest
• Regular security assessments and penetration testing
• Compliance with data protection regulations (GDPR, CCPA, KVKK)
• Secure development practices
• Incident response procedures

10.2 Compliance

Our services comply with:

• GDPR (European Union)
• CCPA/CPRA (California)
• KVKK (Turkey)
• Other applicable regional regulations

11. Termination and Suspension

11.1 Service Termination

This SLA terminates upon:

• Expiration or termination of your subscription
• Violation of Terms of Service
• Non-payment of fees
• Mutual agreement in writing

11.2 Service Suspension

We may suspend services for:

• Non-payment of fees
• Violation of acceptable use policies
• Security concerns
• Legal requirements

12. SLA Updates and Modifications

12.1 Modification Process

We may update this SLA by:

• Providing 30 days notice of material changes
• Posting updated SLA on our website
• Sending email notifications to affected customers
• Maintaining version history

12.2 Dispute Resolution

Disputes regarding this SLA shall be resolved according to our Terms of Service.

13. Contact Information

13.1 Support Contacts

For SLA-related inquiries and support:

General Support: [email protected]

SLA Inquiries: [email protected]

Emergency Support: Available for Premium+ customers

13.2 Business Hours

Standard Support: Monday-Friday, 09:00-18:00 UTC

Emergency Support: 24/7 for critical issues (Premium+ only)