Legal
What we commit to every client on a paid subscription: availability, support response times, maintenance windows, data protection and service credits. This page summarises our standard agreement; the signed copy forms part of your subscription.
Last updated: November 2026
The agreement covers the AI sales employee on your connected channels (Messenger, Instagram, WhatsApp and the web chat), order capture and notifications, and the dashboard at app.nebutron.ai.
The service is available at least 99.5% of each calendar month, which allows up to about 3 hours 40 minutes of downtime in a 31-day month.
Downtime is at least 5 consecutive minutes in which the employee does not reply on any connected channel, or the dashboard cannot be opened, for reasons within our control. An external monitor checks both every minute.
Support is available Sunday to Thursday, 09:00–18:00 Baghdad time, in Arabic and English, by WhatsApp and email. Critical incidents are handled outside these hours too. Every request gets a severity level that sets how fast we respond:
| Severity | Examples | First response | Restore or work around |
|---|---|---|---|
| P1 Critical | The employee stops replying on all channels; orders are not recorded | 1 hour in support hours, 4 hours outside | 4 hours |
| P2 Major | One channel is down; the dashboard cannot be opened; wrong prices are being quoted | 4 support hours | 1 business day |
| P3 Minor | A feature misbehaves but a workaround exists | 1 business day | 5 business days |
| P4 Request | Catalogue or policy changes; questions; feature requests | 2 business days | As agreed |
Scheduled maintenance happens on Fridays 02:00–05:00 Baghdad time and is announced at least 48 hours ahead. Urgent security fixes may be applied at any time, and you are told as soon as practical.
During a critical incident you receive an update at least every hour until the service is restored, and a written report within 5 business days.
Your data is encrypted in transit and at rest, backed up daily and kept for 30 days. It is used only to provide your service, never sold and never used to train AI models. On request we export your orders, conversations and catalogue within 10 business days, and delete your data within 30 days.
If monthly availability falls below 99.5%, you receive a credit on your next invoice:
| Monthly availability | Credit |
|---|---|
| 99.0% to below 99.5% | 5% of that month’s fee |
| 97.0% to below 99.0% | 10% of that month’s fee |
| Below 97.0% | 25% of that month’s fee |
Claim a credit by message to support within 30 days of the month’s end.
Outages or policy actions by Meta, the removal of our page access, problems with your own devices or internet, wrong prices or policies supplied by you, scheduled maintenance, features marked as beta, and events beyond reasonable control are not counted as downtime.
Keep your catalogue, prices, stock, delivery fees and policies current; keep our page connection active; name one contact who can decide during an incident; and review orders before dispatch.
Enterprise clients receive the complete signed agreement with their order form.
