Service Level Agreement (SLA)
Between the "Customer", also referred to as "Company", and chatarmin.com GmbH, also referred to as "Chatarmin" or "chatarmin.com".
Date of publication and effect: 09.12.2024
Accessibility, performance and maintenance of Chatarmin
Sending speed and data volume: Chatarmin guarantees a sending speed of at least 1,000 messages per minute. Availability of Chatarmin: The platform is available 99.00% of the time. The decisive factor for calculating availability, i.e. the period during which the customer was able to use the entire core functionality of the platform, is the ratio of the total minutes of availability in the relevant month minus the total minutes of unavailability in the relevant month divided by the total minutes of availability in the relevant month multiplied by 100%.
The Availability Period shall also include the period of any scheduled maintenance (which, averaged over a 12 month period, shall not exceed 12 hours per month) and any periods of disruption beyond Chatarmin's control. Availability protocol and communication: Chatarmin will inform the customer reactively and at the customer's request monthly in arrears about the actual availability in the previous month. If the agreed availability rate has not been reached, Chatarmin will issue the customer a credit note. The amount of the credit note corresponds to the aliquot of the platform outage, the monthly license fees for which the customer was invoiced in the affected period, net for the duration of the period in which the platform did not meet the availability rate of 99.00%.
WhatsApp Ireland: If access to the WhatsApp instant messaging channel is blocked, interrupted or unavailable by its provider WhatsApp Ireland Limited, for example for maintenance, repairs, improvements or due to network or device failures failure, Chatarmin will notify the customer within a reasonable period of time, but no later than 72 hours, provided that campaigns are scheduled for this period or the service is continuously unavailable over this period. This also applies to other infrastructure-critical service partners.
Maintenance and Support: If extensive maintenance work or other events are planned that could affect the accessibility of the platform operated by Chatarmin, Chatarmin will inform the customer in advance, in the event of faults immediately via email or WhatsApp.
The customer can contact Chatarmin in the event of problems via the following channels: Via the communication channels specified in the offer and via the communication channels available to the customer that are offered in the Chatarmin product and on the official Chatarmin website.
If further weekly support is required that goes beyond the service level specified in the offer, Chatarmin will provide the customer with strategic support at the official hourly rate. As of December 9, 2024, one hour of a Chatarmin technical employee's time costs at least €225.00 net.
Each support request is reviewed by Chatarmin and then managed according to the priority matrix and the response time detailed below:
Priority matrix
| Severity level | 1 - Critical | 2 - Medium | 3 - Low |
|---|---|---|---|
| Description: | The productive use of the platform and its core functions is not possible or is so severely impaired that the customer cannot reasonably continue its business activities. | The platform works, but an important core function fails. | The platform and core functions work, but with some inconvenience. |
Response time
| Problem acceptance | 12 hours | 24 hours | 72 hours |
|---|---|---|---|
| Problem solving | 72 hours | 5 working days | 15 working days |
Access and use of external software
Notwithstanding Section 5 of the TOS or SLA, an account can only be blocked by Chatarmin if there is good cause to do so and Chatarmin has first informed the customer in text form of the impending blocking and the reasons for it.
Therefore, there are no restrictions on the use of the platform, in particular no functional and/or territorial and/or other restrictions that are not explicitly stated in the SLA and/or GTC and/or offer or contract with the company. Through the “Login” (“Account”) that Chatarmin provides to the customer, the customer can grant access rights to employees of his company as agents and configure them according to their preferences in order to create an optimal working environment on the platform.
Final Clauses
This supplementary agreement and all legal relationships between the parties are subject to the laws of the Federal Republic of Austria, excluding international uniform law, in particular the UN Sales Convention. The exclusive place of jurisdiction is the District Court of Vienna. Should one or more of the above provisions be or become invalid, the validity of the remaining provisions shall remain unaffected. The parties are obliged to replace the invalid provision with a provision that comes as close as possible to the economic purpose of the invalid provision.
Enterprise Package
The Enterprise package includes all service levels of the Master package and can optionally be individually adapted at the customer's request and expense through personalized “Custom SLA”.
Master Package
License
A license access to Chatarmin’s Software Service is created, which provides the customer with the ability to send WhatsApp newsletters and campaigns to their customer group. In addition, Chatarmin has its own database so that variable broadcasts can take place. A chat function and the connection to up to two API integrations is also included in the “Master” package. In addition, a welcome automation is included that welcomes, tags and segments the end customer in the WhatsApp chat. This allows customer groups to be assigned to a customer segment and thus targeted with local or regional or content-related advertising messages. Opt-out and profile automation are also included in the package at the customer's request. Up to 20 such “automations” can be created and actively maintained as part of the “Genius” package. Up to 5 team members can access Chatarmin’s user interface as part of the “Genius” package. Up to three native API integrations with shop, support or CRM systems are included in the “Master” package, which can be found on the official list of Chatarmin integrations.
Done-For-You-Setup
Chatarmin actively and proactively as well as reactively supports customer requests as follows during the 4-week “setup phase” after the contract is signed: Registration of the phone number, registration of the WhatsApp Business Account, synchronization of the WhatsApp Business Account with the customer's Facebook Business Account, technical introduction of all employees to Chatarmin through a video training portal, segmentation and tagging infrastructure of the contact lists, access to a separate WhatsApp contact database, creation of chatbot automations. Integration of your desired “marketing tech stack” to the extent of up to three “integrations”.
“Genius” package
License
License access to Chatarmins software service is created, which provides the customer with WhatsApp newsletters and campaigns to his customer group. In addition, Chatarmin has its own database so that variable broadcasts can take place. A chat function and the connection to up to two API integrations is also included in the “Genius” package. In addition, a welcome automation is included that welcomes, tags and segments the end customer in the WhatsApp chat. This allows customer groups to be assigned to a customer segment and thus targeted with local or regional or content-based advertising messages. Opt-out and profile automation are also included in the package at the customer's request. Up to 10 such “automations” can be created and actively maintained as part of the “Genius” package. Up to 3 team members can access Chatarmins user interface as part of the “Genius” package. Up to two native API integrations with shop, support or CRM systems are included in the “Genius” package, which can be found on the official list of Chatarmin integrations.
Done-With-You Setup
Chatarmin will passively and reactively support the following customer requests as part of the 4-week “setup phase” after the contract is signed: Registering the phone number, registering the WhatsApp Business Account, synchronizing the WhatsApp Business Account with the customer's Facebook Business Account, technical introduction of all employees to Chatarmin through a video training portal, segmentation and tagging infrastructure of the contact lists, access to a dedicated WhatsApp contact database, creation of chatbot automations. Integration of your desired “marketing tech stack” up to two “integrations”.
API “Smarter” Package
License
A license access to Chatarmin's software service is created, which provides the customer with the ability to contact end customers directly via WhatsApp using WhatsApp newsletters and campaigns as well as automations. In addition, Chatarmin provides the customer with their own database so that broadcasts can take place.
In addition, a welcome automation is included that welcomes, tags and segments the end customer in the WhatsApp chat. This allows customer groups to be assigned to a customer segment and thus targeted with local or regional or content-based advertising messages. Up to three such “automations” can be created as part of the “Smarter” package. One API integration with shop, support or CRM system is included.
“Starter” package
As of 09.12.2024, no SLA will be provided for the “Starter” package, the “Starter Package” will no longer be supported or offered by Chatarmin from this date.
Supported native integrations
An overview of our native integrations can be obtained from the Chatarmin management.
Additional information
Excludes variable WhatsApp conversation costs, which are billed directly between WhatsApp and the customer. We are happy to be of service to you during normal office hours on weekdays for telephone queries and by email.
