Enterprise plans, premium tiers, or custom service schedules may include different or enhanced commitments.
Scope
This Service Level Agreement defines target service levels for paid subscribers of ${brand}'s integrated communication, automation, AI-powered business tools, and managed service solutions. Free or trial users may not qualify for full remedies.
- Premium or enterprise tiers may include enhanced commitments in a separate service schedule.
- The SLA supplements the ToS, Privacy Policy, Cookies Policy, and Acceptable Use Policy.
Definitions
These definitions apply to the SLA.
- Downtime means total minutes in a calendar month when Services are unavailable due to ${brand}'s failure, excluding stated exclusions.
- Monthly Uptime Percentage means total minutes in month minus downtime, divided by total minutes in month, multiplied by 100.
- Incident means interruption or degradation that materially affects use of the Services.
- Response Time means time from receipt of a support ticket until initial acknowledgment.
- Resolution Time means time from ticket receipt until the incident is fully resolved.
- Business Hours means Monday through Friday, 9:00 AM to 6:00 PM Eastern Time, excluding U.S. federal holidays.
Service Availability
${brand} targets the following availability commitments for paid Services.
| Metric | Commitment | Measurement | Exclusions |
|---|---|---|---|
| Platform uptime | 99.95% | Monthly automated monitoring and reports. | Planned maintenance with advance notice when possible, client-induced issues, force majeure, and third-party outages. |
| API availability | 99.90% | API endpoint checks at regular intervals. | Same exclusions, plus rate-limit exceedances and client-side configuration issues. |
| Managed services | 99.50% campaign processing uptime | Per-campaign processing metrics. | Client data delays, unresponsiveness, incomplete setup, or third-party failures. |
Support Services
Support is provided to help resolve incidents and optimize use of the Services.
| Channel | Availability | Response Time | Resolution Target |
|---|---|---|---|
| Phone | Business Hours | P1: 15 min; P2: 1 hour; P3: 4 hours | P1: 4 hours; P2: 8 hours; P3: 48 hours |
| Email / SMS | 24/7 intake | P1: 30 min; P2: 2 hours; P3: 8 hours | Same as priority targets |
| Live chat | Business Hours | P1: 10 min; P2: 30 min; P3: 2 hours | Same as priority targets |
| After-hours | Best efforts | Within 24 hours | Within 48 hours |
Priority Levels
Priority levels are used to determine support response targets.
- P1 Critical: Complete outage affecting all users or business-critical impact.
- P2 High: Significant degradation or partial outage.
- P3 Low: General inquiries, minor issues, or feature requests.
- If targets are missed, escalation to management may occur within one hour where appropriate.
Managed Service Performance
For BPO, AI automation, and campaign services, performance targets may apply where the client provides accurate and complete data.
| Metric | Commitment | Measurement |
|---|---|---|
| Appointment setting | 95% of qualified leads converted within 24 hours | Timestamped records in CRM or dashboard. |
| Campaign delivery | 98% email/SMS delivery rate | Aggregated reports excluding bounces and hard failures. |
| AI response generation | Under 5 seconds average latency | End-to-end processing time. |
| Quality assurance | 98% adherence to client criteria | Audited sample of interactions. |
Remedies and Service Credits
If ${brand} fails to meet applicable commitments, service credits may be applied to future invoices as the exclusive remedy.
- Claims must be submitted to support within 30 days after month end.
- Credits are non-transferable, non-refundable, and capped at 100% of monthly fees.
| Failure Type | Credit |
|---|---|
| Monthly uptime 99.00% - 99.94% | 10% of monthly fees. |
| Monthly uptime 98.00% - 98.99% | 25% of monthly fees. |
| Monthly uptime below 98.00% | 50% of monthly fees. |
| Support response or resolution failure | 5% credit per missed target, capped at 20% per month. |
| Managed service performance failure | 10% credit if below applicable 95% threshold. |
Exclusions and Limitations
SLA commitments do not apply where failures arise from excluded causes.
- Client misuse, non-cooperation, incomplete setup, unavailable client systems, or client modifications.
- Beta, experimental, unreleased, or optional features.
- Third-party services, carriers, CRMs, APIs, hosting providers, payment processors, or integrations outside ${brand}'s control.
- Force majeure events, cyberattacks, network outages, legal restrictions, or events beyond reasonable control.
Monitoring, Review, and Contact
${brand} may use monitoring tools, internal audits, dashboard reports, and support records to review SLA performance.