Legal & policies

Service Level Agreement

Last updated: 13 July 202611 sections

On this page

1. Scope & applicability
2. Definitions
3. Availability target
4. No claims, no credits, no appeals
5. No liability
6. Exclusions from availability
7. Scheduled maintenance
8. Support (informational)
9. Status & maintenance communications
10. Changes to this SLA
11. Contact

Provided by: AIO Infinity Private Limited, the parent company that owns and provides the InfiQ platform ("InfiQ", "we", "us", "our") Website: https://www.infiq.in Platform: https://app.infiq.in Support: support@infiq.in

This Service Level Agreement ("SLA") describes the availability target that AIO Infinity Private Limited ("AIO Infinity"), the parent company that owns and provides the InfiQ WhatsApp Business API (CPaaS) platform (the "Platform" or "Service"), aims for in respect of the InfiQ Platform, together with the informational support and maintenance practices that accompany the Service.

This SLA is provided for information only and is incorporated into, and forms part of, the InfiQ Terms and Conditions available at https://www.infiq.in/terms (the "Terms"). Capitalised terms used but not defined here have the meaning given to them in the Terms — including Subscription Fee, Conversation Charges, Prepaid Credits / Wallet, Meta, WABA, and Recipient.

Except where a separate written service level agreement has been executed and signed between AIO Infinity Private Limited and the Customer, this SLA does not create any binding availability commitment, warranty, guarantee, or remedy of any kind. The availability figure stated in §3 is an internal target only.

1. Scope & applicability

1.1. This SLA relates to the availability of the InfiQ Platform only, as owned and provided by AIO Infinity Private Limited, its parent company.

1.2. This SLA does not cover, and AIO Infinity and InfiQ do not commit to, the availability, performance, throughput, deliverability, or acceptance of the underlying WhatsApp Business API / Cloud API or any other service provided by Meta, which is provided by Meta under the Meta Terms and is entirely outside InfiQ's control. See §6 (Exclusions).

1.3. This SLA is informational. Nothing in it is a contractual guarantee, warranty, or promise of any particular level of availability, performance, latency, or support, and it confers no rights or remedies on the Customer unless a separate written service level agreement has been executed and signed between AIO Infinity Private Limited and the Customer (see §4).

1.4. Where a Customer has signed a separate written service level agreement or enterprise order form with AIO Infinity that states different terms, availability targets, or remedies, that signed agreement governs to the extent of any conflict with this SLA.

2. Definitions

For the purposes of this SLA:

"Availability" means a period during which the core functions of the InfiQ Platform (the InfiQ web dashboard / application being reachable and capable of login, and the InfiQ public API endpoints used to send and receive messages returning successful responses to well-formed requests) are operational, as observed by InfiQ's monitoring systems, and disregarding any Excluded Downtime.
"Downtime" means a period during which the core functions of the InfiQ Platform described above are not available, as observed by InfiQ's monitoring systems, and excluding any Excluded Downtime.
"Scheduled Maintenance" means maintenance of the Platform for which InfiQ provides notice in accordance with §7, together with emergency maintenance reasonably required to preserve the security, integrity, or stability of the Platform.
"Excluded Downtime" means any period of unavailability that falls within one or more of the exclusions listed in §6, including Scheduled Maintenance, Meta/WhatsApp-side events, force majeure, Customer-caused issues, third-party networks, and suspensions for non-payment or policy violation. Excluded Downtime is disregarded when assessing availability against the target in §3.
"Availability Target" means the internal, non-binding availability figure stated in §3.

3. Availability target

3.1. AIO Infinity will use commercially reasonable efforts to make the InfiQ Platform available with an availability target of 95%, measured over a calendar month and disregarding Excluded Downtime (the "Availability Target").

3.2. The 95% Availability Target is provided on a commercially-reasonable-efforts basis only. It is NOT a contractual guarantee, warranty, commitment, or representation of any level of availability, and it does not create any obligation enforceable by the Customer.

3.3. The Availability Target relates only to the availability of the InfiQ Platform core functions described in §2. It is not a guarantee of message delivery, delivery latency, template approval, Recipient receipt, throughput, or WhatsApp quality rating, all of which depend on Meta, mobile networks, and Recipient devices and are addressed in §6.

3.4. Availability is observed using InfiQ's own monitoring and observability systems, including synthetic health checks, uptime probes, and server-side logs. These observations are indicative and internal, and are not a basis for any claim, credit, or remedy (see §4).

4. No claims, no credits, no appeals

4.1. No service credits, remedies, claims, refunds, or appeals are available in respect of availability, downtime, latency, delays, or interruptions, unless a separate written service level agreement has been executed and signed between AIO Infinity Private Limited and the Customer. In the absence of such a signed agreement, the 95% availability figure is an internal target only and confers no rights or remedies on the Customer.

4.2. Accordingly, this SLA does not include any service-credit schedule, credit tier, credit calculation, or credit-claim process. Service credits, if any, exist only where, and strictly on the terms on which, they are set out in a separate written service level agreement executed and signed between AIO Infinity Private Limited and the Customer.

4.3. Any monitoring records, status-page notices, or incident communications published by InfiQ are provided for information only and do not create, evidence, or support any entitlement to a credit, remedy, claim, refund, or appeal.

5. No liability

5.1. To the maximum extent permitted by law, AIO Infinity and InfiQ accept no liability whatsoever for any downtime, unavailability, delay, latency, loss of data, or any Meta/WhatsApp outage or degradation, whether under this SLA or otherwise in connection with the availability of the Service.

5.2. This §5 applies in addition to, and does not limit, the limitations and exclusions of liability set out in the Terms. In the event of any conflict, whichever limitation or exclusion is broader in favour of AIO Infinity and InfiQ applies.

6. Exclusions from availability

The following are disregarded when assessing availability against the Availability Target and, in any event, give rise to no claim, credit, remedy, refund, or appeal (each, "Excluded Downtime"):

6.1. Scheduled or emergency maintenance carried out in accordance with §7, or any maintenance window for which InfiQ has given notice.

6.2. Meta / WhatsApp events, including any outage, degradation, latency, downtime, throttling, or rate-limiting of the WhatsApp Business API / Cloud API or any Meta system; template rejections, template category re-classification, or template processing or review delays by Meta; changes to Meta pricing, Conversation Charges, or messaging categories; quality-rating actions, messaging-limit tier changes, WABA restrictions, phone-number flagging, or account bans imposed by Meta; and any suspension or change Meta makes to a Customer's WABA. These are governed by the Meta Terms and are outside InfiQ's control (see also https://www.infiq.in/messaging-policy).

6.3. Force majeure — any event beyond InfiQ's reasonable control, including acts of God, natural disasters, fire, flood, epidemic or pandemic, war, terrorism, civil unrest, strikes or labour disputes, governmental or regulatory action, and failures of national power grids or telecommunications infrastructure.

6.4. Customer acts and omissions, including the Customer's or its Authorised Users' misuse, misconfiguration, or negligent use of the Platform; incorrect API integration, credentials, or webhook configuration; exceeding published rate, throughput, or account limits (see the Fair Usage Policy at https://www.infiq.in/fair-usage-policy); use of the Platform in a manner not permitted by the documentation; or any breach of the Terms, the Acceptable Use Policy (https://www.infiq.in/acceptable-use-policy), or the Messaging Policy (https://www.infiq.in/messaging-policy).

6.5. Suspension for cause — any suspension, throttling, or termination of the Customer's account or access for non-payment, overdue Subscription Fees, insufficient Wallet balance, or policy violation, in accordance with the Terms.

6.6. Beta, trial, and free features — any feature or service labelled beta, preview, early-access, experimental, or provided on a free trial or free tier.

6.7. Third-party networks and the public internet, including failures of the Customer's own equipment, browsers, local networks, DNS, ISPs, mobile carriers, or any point on the public internet between the Customer and InfiQ; and failures of third-party services, integrations, or software not provided by InfiQ (including payment gateways, AI providers, and other integrations the Customer connects).

6.8. Security events outside InfiQ's reasonable control, including distributed denial-of-service (DDoS) attacks, hacking, or other malicious conduct by third parties, notwithstanding InfiQ's commercially reasonable protective measures.

6.9. Suspension required by law, or action taken in good faith to comply with a legal or regulatory requirement, court order, or lawful request of a competent authority.

7. Scheduled maintenance

7.1. Notice. For planned (non-emergency) Scheduled Maintenance that InfiQ reasonably expects to cause Downtime, InfiQ will endeavour to give advance notice via the InfiQ dashboard, email, and/or the status page (§9). This is an operational practice, not a binding obligation.

7.2. Typical window. InfiQ aims to schedule planned maintenance during off-peak hours and, where practicable, during a recurring low-traffic window. Actual windows are stated in the maintenance notice.

7.3. Emergency maintenance. InfiQ may perform emergency maintenance at any time, with as much notice as is reasonably practicable, where necessary to protect the security, integrity, availability, or performance of the Platform (for example, to apply an urgent security patch).

7.4. Any period occurring during Scheduled Maintenance or emergency maintenance is Excluded Downtime.

8. Support (informational)

The support practices in this §8 are indicative operational guidance only. They are not contractually binding, do not form part of any availability target, and confer no rights, remedies, or claims on the Customer.

8.1. Channels. InfiQ provides Customer support through the following channels:

Email: support@infiq.in
In-app / dashboard: the in-product help and ticketing available in the InfiQ dashboard at https://app.infiq.in
Phone: 022-69621762 (where offered for the Customer's plan)

8.2. Support hours. Standard support is provided Monday to Friday, 10:00 AM – 5:00 PM IST, excluding public holidays. These hours are indicative and may change.

8.3. Severity guide (informational). InfiQ classifies support requests by severity and uses commercially reasonable efforts to respond in a timely manner. The following severity guide and indicative initial-response times are provided for information only. They are not response or resolution guarantees and are not contractually binding.

Severity	Description	Example	Indicative initial response
P1 — Critical	Platform is down or a core function (dashboard login, send/receive API) is unusable for the Customer, with no workaround; material business impact.	API returns errors for all send requests; dashboard fully inaccessible.	Aim: within a few hours
P2 — High	Major feature significantly degraded or a core function impaired for a subset of users; workaround may exist but is burdensome.	Broadcasts failing intermittently; a key feature erroring for some users.	Aim: within one business day
P3 — Medium	Minor or non-core feature issue, partial or cosmetic; limited business impact; reasonable workaround available.	A report export is slow; a UI element renders incorrectly.	Aim: within a couple of business days
P4 — Low	General question, configuration help, documentation request, or feature request; no service impact.	"How do I set up a template?"; enhancement suggestion.	Aim: as capacity allows

8.4. Severity assignment. The Customer should indicate the severity when raising a request; InfiQ may reasonably re-classify severity based on actual impact.

8.5. Customer cooperation. Timely handling assumes the Customer provides reasonable detail (account, WABA reference, timestamps, reproduction steps, logs) and responds to InfiQ's reasonable requests for information.

9. Status & maintenance communications

9.1. InfiQ may publish current Platform status, active incidents, and planned maintenance notices via a status page, the dashboard, email, and/or in-app notices.

9.2. During a significant incident, InfiQ will endeavour to communicate updates and, where appropriate, notify affected Customers. This is an operational practice, not a binding obligation.

9.3. All status and incident communications are provided for information only. As set out in §4, they do not create or support any entitlement to a credit, remedy, claim, refund, or appeal.

10. Changes to this SLA

10.1. AIO Infinity may update this SLA from time to time. The "Effective / Last Updated" date at the top of this document reflects the current version.

10.2. Continued use of the Platform after a change takes effect constitutes acceptance of the updated SLA. Where a Customer has a separate written service level agreement executed and signed with AIO Infinity, changes to this informational SLA do not override that signed agreement for its duration.

11. Contact

Questions about this SLA should be directed to:

AIO Infinity Private Limited (parent company of InfiQ) CIN: U62013MP2025PTC074108 · GSTIN: 23ABBCA9125H1ZX 54, Old Subhash Nagar, Bhopal – 462023, Madhya Pradesh, India Support: support@infiq.in Phone: 022-69621762 (Monday–Friday, 10:00 AM–5:00 PM IST) Web: https://www.infiq.in · Platform: https://app.infiq.in

Related policies: Terms and Conditions — https://www.infiq.in/terms Messaging & Anti-Spam Policy — https://www.infiq.in/messaging-policy Acceptable Use Policy — https://www.infiq.in/acceptable-use-policy Fair Usage Policy — https://www.infiq.in/fair-usage-policy