Policies & Rights
Service-level agreement, incident response, pricing changes, and data policies
Service-level agreement (SLA)
Uptime commitment
The platform commits to 99.5% monthly uptime for the core API and WebSocket inbox services. Uptime is measured as the percentage of time the platform's services are reachable and responding correctly over a calendar month, excluding scheduled maintenance windows.
| Uptime | Credit |
|---|---|
| 99.0% - 99.5% | 5% of monthly subscription |
| 95.0% - 98.9% | 25% of monthly subscription |
| Below 95.0% | 50% of monthly subscription |
Exclusions
The SLA does not cover downtime caused by:
- Scheduled maintenance (notified at least 7 days in advance)
- Telegram API outages or rate limits
- Acts of god, war, terrorism, or third-party infrastructure failures
- Your own network connectivity, proxy configuration, or account bans
- Beta or pre-release features explicitly marked as unstable
Credit requests
SLA credits must be requested within 7 days of the downtime via email to support@telegramos.com. Include the time range, affected services, and any error messages. Credits are applied as wallet credit and are not redeemable for cash.
Incident response
| Severity | Definition | First status post | Email notification | Security notification | Post-mortem |
|---|---|---|---|---|---|
| SEV1 | Platform unavailable | 30 minutes | 4 hours | N/A | 14 days |
| SEV2 | Feature degraded for >10% of users | 1 hour | 8 hours | N/A | 14 days |
| SEV3 | Minor issue, <10% of users affected | 4 hours | 24 hours | N/A | 14 days (if requested) |
| SEC | Security incident or data breach | Upon confirmation | 24 hours | 72 hours (mandatory) | 14 days |
- First status post is published on the platform status page (status.telegramos.com).
- Email notification is sent to the workspace owner's registered email.
- Security notification is sent to all affected users and, where required, to relevant data protection authorities.
- Post-mortem is published on the status page and includes root cause, impact, remediation steps, and preventive measures.
Pricing-change policy
| Change type | Notice period | Grandfathering |
|---|---|---|
| Subscription plan prices | 60 days written notice | Existing subscribers locked in for 6 months at current price |
| A-la-carte prices (bundles, overage) | 30 days written notice | 6 months at current price |
| Platform fee (marketplace) | 60 days written notice | Current listings at the time of notice are charged the old rate |
| New fee introduction | 30 days written notice | N/A |
Price changes are communicated via email to the workspace owner and published on the pricing page. By continuing to use the platform after the effective date, you accept the new pricing.
Platform-side suspensions
The platform reserves the right to suspend or terminate access for violations of the Terms of Service. Suspensions follow a tiered process except in cases of severe or repeated violations.
| Tier | Condition | Duration | Notification |
|---|---|---|---|
| Warning | First minor violation (e.g., minor ToS breach, unintentional) | N/A (no suspension) | Email with details and remediation steps |
| 7-day suspension | Second violation or moderate breach (e.g., spam complaints, API abuse) | 7 days | Email with reason, duration, and appeal instructions |
| Permanent | Severe or repeated violation (e.g., fraud, illegal activity, coordinated abuse) | Permanent | Email with reason and data export instructions |
During a suspension:
- Your accounts remain in their current state (not released, not retired).
- Incoming messages are still received but you cannot reply.
- Automations are paused.
- Your subscription continues to accrue (no billing pause during suspension).
After a permanent suspension:
- You have 14 days to request a data export.
- After 14 days, accounts are released, chats are wiped, and data is deleted per the data retention policy.
Data export
You can export your data at any time from Settings > Data > Export. The platform prepares a ZIP file containing the following data:
| Data | Included in export |
|---|---|
| Workspace information | Yes (workspace name, creation date, subscription details) |
| Account metadata | Yes (phone number, status, health score, creation date) |
| Proxy metadata | Yes (type, endpoint, status, traffic usage) |
| Inbox messages | Yes (all messages, including attachments as separate files) |
| Automation configurations | Yes (tasks, campaigns, flows, auto-reply rules) |
| Bot configurations | Yes (bot tokens, flow definitions, webhook URLs) |
| Analytics data | Yes (aggregate analytics for the workspace) |
| Audit log | Yes (all events within retention period) |
| Billing history | Yes (invoices, top-ups, withdrawals, charges) |
| Team member information | Yes (names, roles, permission overrides) |
| Session files | No (not exportable, bound to the platform runtime) |
Export requests are processed within 24 hours and a download link is sent to the workspace owner's email. The link is valid for 7 days.
Right to be forgotten
Upon request, the platform will delete all personal data associated with your workspace:
- Soft-delete (24 hours): Your workspace is deactivated. You can log in and cancel the deletion within 24 hours.
- Full purge (30 days): After the soft-delete window, all data is permanently deleted from the primary database:
- Account metadata, proxy metadata, and session files
- Inbox messages and attachments
- Automation configurations and bot settings
- Analytics data and audit logs
- Billing information (invoices are retained in anonymized form for tax compliance)
- Backup rotation (90 days): Data may persist in encrypted backups for up to 90 days after deletion, after which backups are rotated and overwritten.
To request deletion, visit Settings > Data > Delete workspace or email privacy@telegramos.com from the workspace owner's registered email.