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Service Level Agreement (SLA)

Last updated: July 20, 2026

1. Overview

This Service Level Agreement ("SLA") defines the service commitments, uptime guarantees, and support response standards that Reply-do, operated by Natanyx ("we," "our," or "us"), provides to all paying subscribers ("you" or "your") of our Instagram automation platform at replydo.natanyx.dev.

This SLA applies to all paid subscription plans (Starter and Growth). It supplements our Terms of Service and Privacy Policy.

2. Service Availability

2.1 Uptime Commitment

We commit to maintaining 99.5% monthly uptime for the Reply-do platform, measured as the total number of minutes the Service is accessible and operational in a calendar month.

2.2 Uptime Calculation

Uptime percentage is calculated as:

Uptime % = ((Total Minutes in Month − Downtime Minutes) ÷ Total Minutes in Month) × 100

2.3 Exclusions

The following are not counted as downtime:

  • Scheduled Maintenance: Pre-announced maintenance windows (communicated at least 24 hours in advance via email or dashboard notification). Scheduled maintenance typically occurs during low-traffic hours (IST 02:00–06:00).
  • Third-Party Outages: Outages or degradation in Instagram/Meta APIs, Clerk authentication, Razorpay payment systems, or upstream infrastructure providers that are beyond our control.
  • Force Majeure: Events outside our reasonable control, including natural disasters, cyberattacks (DDoS), government actions, or Internet backbone failures.
  • User-Caused Issues: Service interruptions resulting from your account configuration, API token expiration, or violation of our Terms of Service.

3. Automation Performance

3.1 Comment Detection & Reply Latency

Under normal operating conditions, Reply-do processes incoming Instagram comments within 60 seconds of detection via the Instagram webhook system.

3.2 DM Delivery

Automated DMs triggered by comment keywords are dispatched within 90 seconds of the triggering comment, subject to Instagram API rate limits and delivery constraints.

3.3 Rate Limits

Automation throughput is subject to Instagram's official API rate limits. We optimise delivery within these constraints but cannot guarantee delivery times during periods of heavy API throttling by Meta.

4. Support Response Times

4.1 Support Channels

4.2 Response Time Targets

We aim to respond to support inquiries within the following timeframes:

  • Critical Issues (Service completely unavailable, data loss risk): 4 hours
  • High Priority (Major feature not working, automations failing): 12 hours
  • Medium Priority (Non-critical bug, feature request): 24 hours
  • Low Priority (General questions, minor UI issues): 48 hours

Response times are measured during business hours (IST 10:00–19:00, Monday–Saturday). Times outside these hours will be addressed on the next business day.

5. Data Backup & Recovery

  • We perform daily automated backups of all user data and automation configurations.
  • Backups are retained for a minimum of 14 days.
  • In the event of data loss, we will initiate recovery from the most recent available backup and notify affected users within 12 hours.

6. Incident Communication

6.1 Notification

In the event of a service disruption affecting multiple users, we will provide status updates via email and/or dashboard notifications within 1 hour of identifying the issue.

6.2 Post-Incident Review

For any significant outage (exceeding 30 minutes), we will publish a post-incident report within 72 hours describing:

  • Root cause of the incident.
  • Timeline of events.
  • Actions taken to resolve the issue.
  • Preventive measures to avoid recurrence.

7. Remedies & Service Credits

7.1 Eligibility

If we fail to meet the 99.5% monthly uptime commitment (excluding the exclusions defined in Section 2.3), you may request a service credit.

7.2 Credit Amounts

  • 99.0%–99.4% uptime: 10% credit of your monthly subscription fee.
  • 95.0%–98.9% uptime: 25% credit of your monthly subscription fee.
  • Below 95.0% uptime: 50% credit of your monthly subscription fee.

7.3 Requesting Credits

To request a service credit, email naman@natanyx.dev within 30 daysof the affected month with the subject line "SLA Credit Request." Include the dates and approximate times of the experienced downtime. Credits are applied to future invoices and are not redeemable as cash refunds.

7.4 Maximum Credits

The maximum aggregate service credits in any calendar month shall not exceed 50% of your monthly subscription fee for that month.

8. Modifications to This SLA

We reserve the right to modify this SLA at any time. Material changes will be communicated via email or a prominent notice on the Website at least 30 days before they take effect. Continued use of the Service after such changes constitutes acceptance of the updated SLA.

9. Contact Us

For any questions regarding this SLA or to report a service issue, please contact us: