Jan 30, 2026
Last updated: December 26, 2025
These Support and Service Level Terms are part of Your Terms with Walter. Any capitalized terms used but not defined in these Support and Service Level Terms have the meaning set forth in the Terms.
1. Support
1.1 We provide customer support 24/7 through our Help Center (support.getwalter.com), via email at support@getwalter.com, and through in-app chat support via Intercom. The preferred method of support is Intercom in-app chat because it provides our support team with highly contextual metadata about errors and diagnostic information, which increases the speed and quality of customer service. Help Center submissions, email requests, and Intercom in-app chat messages are routed to the same support queue.
1.2 Walter provides response times to support issues as indicated in the table below.
Priority | Initial response | Target resolution |
Severe. Service is unavailable or a subset of functionality is unavailable without a workaround; security issues; data integrity issues. | 2 hours | 24 hours |
High. Major functionality is impacted, or performance is significantly degraded; issue persists, and no reasonable workaround is available. | 4 hours | 1 week |
Medium. Any other bugs or issues that are not considered Severe or High. | 1 business day (PST / GMT+8) | 3 weeks |
Low. Enhancements; technical questions. | 2 business days (PST / GMT+8) | Aligned with our product roadmap, or as appropriate. |
2. Service levels
2.1 Walter will use commercially reasonable steps to make the Services available to You at least 99.5% of each calendar month (the “Availability Commitment”).
2.2 “Monthly Uptime Percentage” is calculated as ([Total number of minutes in the calendar month] − [Total minutes of Downtime in the calendar month]) × 100 / [Total number of minutes in the calendar month]. “Downtime” is any event under Walter’s or its sub processors’ reasonable control that causes the Services to become generally unavailable to Your users.
2.3 In the case where Your Monthly Uptime Percentage falls below our Availability Commitment, upon notice by You, Walter will provide You a “Service Level Credit” calculated as the applicable service level credit percentage set forth below multiplied by the portion of Your Unused Prepaid Fees for the relevant month that is attributable to the Services impacted by the uptime failure. For purposes of this Section 2.3, “Prepaid Fees” means the fees prepaid by You for a given month pursuant to the applicable minimum monthly commitment for the Services, “Usage Fees” means fees incurred based on Your actual usage of the Services during a month, and “Unused Prepaid Fees” means the portion of the Prepaid Fees for the relevant month that remains unused as of the end of such month (and excluding any Usage Fees). Service Level Credits will be applied only as a credit against future amounts payable for the Services and are not refunds. For clarity, there shall be no refunds for Usage Fees where the usage was incurred by You. Such Service Level Credit will be Your exclusive remedy for any failure to meet the Availability Commitment. Any request for a Service Level Credit must be received within 10 days of the end of the month for which the Service Level Credit is being sought.
Monthly uptime percentage | Service level credit percentage |
99.5% or higher | None |
Under 99.5% but greater than or equal to 99% | 10% of the Unused Prepaid Fees for the relevant month attributable to the Services impacted by the uptime failure |
Under 99% but greater than or equal to 95% | 25% of the Unused Prepaid Fees for the relevant month attributable to the Services impacted by the uptime failure |
Under 95% | 50% of the Unused Prepaid Fees for the relevant month attributable to the Services impacted by the uptime failure |
2.4 You are not entitled to any Service Level Credit for:
2.4.1 Equipment or software failure under Your control;
2.4.2 Your or Your Users’ inability to connect to the Internet;
2.4.3 Your failure to utilize the Services in conformity with our documentation;
2.4.4 Force Majeure events;
2.4.5 Use of the Services’ features that are designated as Preview Features (that is, beta functionality); and
2.4.6 Use of the Services for unpaid purposes.
No changes.