Precise commitments, measured in real-time — so brands and creators know exactly what to expect, and what happens when we miss.
Commitments applicable to all Wassit accounts, except for special conditions negotiated by contract.
| Domain | Commitment | Measure |
|---|---|---|
| Platform availability | 99.9% monthly | Measured continuously 24/7 · statut.wassit.ma |
| Response time — standard support | 4h business days · 24h weekend | First human response |
| Response to a dispute request | 48h max | Acknowledgment and qualification |
| Dispute mediation | 7 days max | Reasoned decision sent to both parties |
| Creator payment after validation | 48h business | From final deliverable validation |
| Brand refund (dispute ruled in their favor) | 5 business days | On the initial payment method |
| Identity verification (KYC) | 3 business days | From complete file submission |
| Registration confirmation | Under 24h | Confirmation email and account activation |
| Concierge quote response | 48h business | Pre-scoping and budget estimate |
| CNDP compliance | Annual audit | Report available on request |
Three support levels, each with its channels and contractual response time.
All Wassit accounts
Included — free
Concierge brands and creators
Included with Concierge
Large group accounts
On quote — annual contracts
What happens when Wassit doesn't honor a commitment. Compensation is applied upon motivated request, processed within 15 business days.
| Breach | Trigger threshold | Compensation |
|---|---|---|
| Platform unavailability | Beyond 0.1% per month (≈ 43 min) | Prorata credit applied on next month's invoice |
| Creator payment delay | Beyond 48h business | Late interest of 0.05% per calendar day |
| Dispute mediation delay | Beyond 7 calendar days | Automatic escalation to compliance team and flat compensation of 300 MAD |
| Brand refund delay | Beyond 5 business days | Platform voucher of 5% of refunded amount (capped at 500 MAD) |
| Priority or Custom support breach | Repeated overrun of contractual response time | Service credit equivalent to one month of Concierge subscription |
Glossary of terms used in this SLA.
Version history of the Wassit SLA. Any material change is announced at least 30 days before taking effect.
Added KYC delay (3 business days), clarification on compensation for payment delays.
Initial version of the Wassit SLA published at platform launch.
More questions? Message us on WhatsApp — we reply within minutes.
Escrow-held payment
Your funds stay locked until the deliverables are approved. The creator is only paid once your approval is recorded.
Learn moreFull refund
Full refund if the creator fails to deliver within the agreed deadline. No fee retained by the platform.
Dedicated advisor
A dedicated advisor reachable on WhatsApp, in French, Arabic or Darija, Monday to Saturday.
High volume, seasonal campaign, hard deadline: tell us your constraints on WhatsApp and we will propose the right tier.
Mon–Fri 9 AM–6 PM · Sat 10 AM–2 PM (GMT+1)
Our compliance and support team can detail each commitment, adapt it to a custom contract, or clarify a specific situation.
Non-contractual document — see the GTC for the applicable legal commitment. In case of divergence, the GTC and any signed contract prevail over this document.
The security, pricing and contractual rules that complete this document.