Service Level Agreement

Effective 23 October 2026 · PT Kalachakra Wisnu Indonesia (“autoDM”)

In shortWe aim to keep autoDM available 99.0% of each calendar month for all paid plans, and we work to that target on a commercially reasonable efforts basis. Planned maintenance happens between 00:00 and 04:00 WIB with 48 hours’ notice. Support is available by email Monday to Friday, 09:00 to 18:00 WIB. This SLA does not provide service credits.

1. Scope

This Service Level Agreement (“SLA”) describes the availability target, maintenance practices and support commitments for the autoDM Service. It applies to all paid Plans and forms part of the Terms of Service. It does not apply to free trials, beta or preview features, or features we have labelled as experimental. Capitalised terms have the meaning given in the Terms of Service.

2. Availability target

2.1 Target

We target Monthly Uptime of 99.0% for the Service. We pursue this target using commercially reasonable efforts. It is a service objective, not a financially backed guarantee: no service credits, refunds or other remedies are payable if the target is missed, and missing the target is not by itself a breach of the Terms of Service.

2.2 Definitions

Monthly Uptime: The percentage of minutes in a calendar month during which the Service was not experiencing Downtime, calculated as (total minutes in the month − Downtime minutes) ÷ total minutes in the month × 100.
Downtime: A period of at least five consecutive minutes during which the autoDM web application is unreachable, or during which the Service is unable to receive Instagram events or send Automations for substantially all Customers, as measured by our monitoring. Downtime excludes the Excluded Events in Section 3.

2.3 Measurement

We measure availability with our own monitoring systems, which check the web application and core messaging pipeline at regular intervals from Jakarta and at least one other location. Our monitoring data is the record of Monthly Uptime. We will share the relevant data for a given month with you on reasonable request.

3. Excluded Events

The following are not counted as Downtime:

Instagram and Meta. Any outage, degradation, rate limiting, policy enforcement, API change or other issue originating with Meta or Instagram, including delays in Meta delivering webhooks or accepting messages.
Scheduled maintenance performed under Section 4.
Emergency maintenance performed under Section 4.3.
Force majeure, including internet backbone failures, DDoS attacks, power or cooling failures at our hosting provider, natural disasters, government action and other events beyond our reasonable control.
Customer causes, including misconfiguration, a disconnected or restricted Instagram account, exceeding Plan limits, breach of the Terms of Service or Acceptable Use Policy, or issues with your own equipment, network or software.
Third-party services you choose to use with autoDM, and the unavailability of our AI provider (AI replies are paused during such periods; rule-based Automations are unaffected where possible).
Suspension of your Account that is permitted by the Terms of Service.

4. Maintenance

4.1 Scheduled maintenance window

Our standard maintenance window is 00:00 to 04:00 WIB (UTC+7). We schedule maintenance that may affect availability within this window wherever possible.

4.2 Notice

We give at least 48 hours’ notice of scheduled maintenance by email to your Account address and by notice in the Service. The notice states the expected start time, duration and impact. Automations queued during maintenance are processed when the Service returns, subject to Instagram’s messaging windows.

4.3 Emergency maintenance

Where urgent work is needed to protect security, data integrity or stability, we may perform emergency maintenance at any time without advance notice. We will keep emergency maintenance as short as practicable and will inform affected Customers as soon as we reasonably can.

5. Support

5.1 Hours and channel

Support is available by email at support@autodm.kalachakra.io on Monday to Friday, 09:00 to 18:00 WIB, excluding Indonesian public holidays (“Business Hours”). Requests received outside Business Hours are treated as received at the start of the next Business Hours period.

5.2 Severity levels and first-response targets

Severity	Description	First-response target
Critical	The Service is down or Automations are not running for your Account, with no workaround.	4 Business Hours
High	A major feature is broken or significantly degraded and materially affects your use, but the Service is otherwise usable.	1 business day
Normal	Minor issues, questions, how-to requests and feature feedback.	2 business days

“First response” means a reply from a member of our team acknowledging the request and, where possible, giving an initial assessment. It is not a commitment to resolve the issue within that time. We assign severity in good faith based on the information you provide; please describe the impact clearly and include your Account email, the Instagram account affected, and screenshots or message links where relevant.

5.3 Your responsibilities

To help us meet these targets you agree to report issues through the support email, to provide the information we reasonably request, and to apply workarounds or updates we recommend.

6. Incident communication

During a Critical incident affecting multiple Customers we will post updates by email or in the Service at reasonable intervals until the incident is resolved, and will provide a brief summary of cause and remediation on request afterwards.

7. Changes to this SLA

We may update this SLA from time to time. We will give at least 14 days’ notice of any change that reduces the commitments in it, by email or in the Service. Changes do not apply retroactively to a month already in progress.