HelloMeThis commitment applies to the paid live chat plans. The free plan comes with no availability commitment: it is there to try the service, not to run a shop on.
It forms part of the live chat service terms.
1.What we promise
| What is measured | The commitment |
|---|---|
| Availability over a calendar month | 99.9% |
| Opening the window on the customer's site | under 300 ms for 95% of openings |
| Carrying a message end to end | under 500 ms for 95% of messages on 4G |
| Reconnecting after a network drop | under 2 seconds |
| Answering a reported major incident | 2 working hours |
| Answering an ordinary question | 1 working day |
99.9% over a month is at most forty-three minutes of downtime. We do not count it by the day: a month is a month.
2.How it is measured
Availability is the ratio of minutes in which the service answers normally to the total minutes of the month. A minute counts as unavailable if, during it, opening a window or sending a message fails for a reason that is ours.
- The measurements are our own probes', taken continuously and kept for thirteen months.
- The stated delays are percentiles, not averages: an average hides the worst-served customers.
- The state of the service is published continuously, and the history of incidents stays readable.
3.What is not counted
- Planned interruptions, announced at least five days ahead and placed outside West African working hours.
- A failure of your visitor's network, device or browser.
- A failure of your own site, your server or your host.
- A block caused by your own settings: undeclared domains, a revoked key, a plan exceeded.
- Force majeure within the meaning of the applicable law.
Audio and video calls depend on a third-party network. We commit to connecting the call; the quality of the sound and the picture depends on the connection at both ends.
4.If we miss it
| Availability recorded over the month | What you get back |
|---|---|
| Between 99.0% and 99.9% | 10% of the month |
| Between 95.0% and 99.0% | 25% of the month |
| Below 95.0% | 50% of the month |
| Below 95.0% two months running | You may end the service at no cost, and the balance is refunded |
Ask in writing at support@gracelab.io within thirty days of the end of the month concerned, stating the periods you observed. The amount is credited against the next invoice, or refunded if the service ends.
5.When one part falls over
The service is built to lose a feature rather than everything: if the assistant is unavailable, the chat carries on without it; if calls are unavailable, messages still go through; if e-mail is unavailable, the conversation is not held up.
Such degradations are announced on the status page. They do not count as full downtime, but they do count: a feature of your plan unavailable for more than twenty-four hours running earns the first band of credit.
6.Reaching us
For an incident, write to support@gracelab.io with your workspace's identifier, the time, and what you saw. A major incident is an interruption that stops your customers writing to you or your agents answering.
These documents are written and checked in French and in English. The French version is the reference for readers in French-speaking countries; the English version applies everywhere else. Whatever language HelloMe is displayed in, only these two versions are binding.