Service Level Agreement

This SLA applies to the production environment of the Service made generally available to Customers. It does not apply to:

• Trial accounts (Section 6 of the Terms of Service);
• Beta or experimental features (Section 4.5 of the Terms);
• Sandbox / staging environments;
• Free or unpaid usage tiers, including the Starter Plan in respect of uptime commitments (Starter is "best-effort"; see Section 2 below).

Defined terms have the meaning given in the Terms. Additional terms used here:

• "Monthly Uptime": percentage of total minutes in a calendar month that the Service is "Available" (Section 6).
• "Available": the production API and admin panel are reachable, return non-5xx responses for valid requests, and are able to initiate Calls.
• "Service Credit": bill credit applied to Customer's next monthly invoice, calculated as a percentage of the monthly subscription fee for the Plan in effect during the affected month.
• "Plan": Customer's current paid Plan (Starter, Growth, Scale, or Enterprise).

Monthly Uptime targets vary by Plan and reflect the level of redundancy and operational tooling that the Operator commits to for each tier.

If the Operator fails to meet the Monthly Uptime target for Customer's Plan in a given calendar month, Customer is entitled to a Service Credit calculated as a percentage of that month's subscription fee:

Service Credits are issued as a credit on Customer's next monthly invoice. They are not refunded in cash, are not transferable, and expire upon termination of the Subscription. The maximum aggregate Service Credit in any given calendar month is 50% of that month's subscription fee, irrespective of the duration or severity of the incident.

Usage-based fees (Credits consumed beyond Plan inclusions, top-ups, add-ons, telephony surcharges) are not eligible for Service Credits and are billed in full as incurred.

Initial response targets to written support requests submitted via the channels published in Customer's admin panel:

Business hours: Monday to Friday, 09:00 to 18:00 Central European Time, excluding Polish public holidays (closely corresponding to typical EU working calendars). For Enterprise customers, severity-1 issues are accepted on a 24/7 basis with a 1-hour response target.

"Severity-1" means a production-impacting issue affecting all or substantially all of Customer's users (e.g., the Service is unavailable, Calls are not initiating). "Severity-2" means a significant feature impairment without total Service unavailability. Severity classification is determined by the Operator in good faith based on Customer's description.

The Operator may perform scheduled maintenance, which can result in brief Service degradation or unavailability. Scheduled maintenance is announced at least 48 hours in advance via the Operator's status page and (for Scale and Enterprise) by e-mail to the primary technical contact on file.

Scheduled maintenance windows are typically:

• Sunday 02:00–06:00 Central European Time (low-traffic period for the EU footprint);
• limited to a maximum of 4 cumulative hours per calendar month;
• announced as either "informational" (no expected user impact) or "potentially-impacting" (degradation possible).

Time spent in announced scheduled maintenance does not count as Downtime under Section 6, regardless of whether Customer was affected.

"Downtime" means a period of consecutive minutes during which the production API endpoints or the production admin panel are not "Available" — that is, return HTTP 5xx errors or fail to respond to valid requests for more than five (5) consecutive minutes, as measured by the Operator's monitoring infrastructure (or, for Enterprise customers in case of dispute, jointly verified against Customer's monitoring).

Monthly Uptime is calculated as:

Monthly Uptime = ((Total minutes in month − Total Downtime minutes) / Total minutes in month) × 100

The 5-minute consecutive threshold filters out transient network blips that are not Service incidents.

6.1 What does NOT count as Downtime

The following events are excluded from Downtime calculations and do not entitle Customer to a Service Credit:

1. Scheduled maintenance announced under Section 5;
2. Emergency maintenance reasonably necessary to mitigate an active security incident, vulnerability, or material risk to data integrity (best-effort post-hoc notice);
3. Force-majeure events as defined in Terms of Service Section 23;
4. Outages caused by third-party providers outside the Operator's control (telephony providers, voice-AI orchestrator, LLM and TTS providers, Customer's connected store, Stripe, the public internet), except where the Operator has breached its own contractual SLA with that provider;
5. Issues caused by Customer's configuration, scripts, integrations, custom code, or excessive usage that breaches the AUP;
6. Issues caused by Customer's use of beta or experimental features;
7. Issues caused by Customer's failure to update credentials, certificates, or payment methods on time;
8. Issues caused by Customer-side network problems, browser issues, or end-user device issues;
9. Issues caused by suspension or termination under Section 17 of the Terms or Section 13 of the AUP;
10. Issues caused by sanctions, government action, or legal orders requiring the Operator to interrupt service.

6.2 Voice-AI provider dependency

The Service is built on a chain of third-party providers (orchestrator, LLM, TTS, telephony). The Operator's Monthly Uptime target reflects the availability of the Operator's own infrastructure (admin panel, control plane, API, orchestration layer), not the end-to-end Call success rate. Where a Call cannot be initiated or completed because of a third-party provider's outage that is not also a breach of the Operator's contractual SLA with that provider, that minute does not count as Downtime under this SLA.

• Customer's account is past due, suspended, or terminated for any reason;
• The incident occurred during a period for which Customer was on the Starter Plan;
• Customer is in material breach of the Terms of Service or the AUP;
• The incident was caused by an event excluded under Section 6.1;
• Customer's request for a Service Credit was submitted later than 30 days after the end of the affected month (Section 8).

To claim a Service Credit, Customer must submit a written request to [email protected] within thirty (30) days after the end of the affected calendar month. The request must include:

• Customer's account name and Plan;
• The dates and times of the alleged Downtime, in UTC;
• A description of the Service-impacting symptoms (HTTP error codes seen, Call-failure rates observed, etc.);
• Any monitoring data or screenshots Customer wishes to submit.

The Operator will review the request, verify against its monitoring records, and respond within 15 business days with the credit determination. If the Operator approves the request, the Service Credit appears on Customer's next monthly invoice.

The Service Credits described in Section 3 are Customer's sole and exclusive remedy for any failure of the Service to meet the SLA targets, and constitute Customer's only entitlement, whether in contract, tort, or any other legal theory. Without limiting the foregoing, no failure to meet an SLA target gives rise to a right of refund (other than the Service Credit), termination for breach (other than as expressly provided in the Terms), or any other consequential damages.

The aggregate cap on liability set out in Terms of Service Section 20 (12-month fees paid) applies in addition to, and not in derogation of, the Service Credits cap in Section 3 of this SLA.

The Operator publishes a public status page that shows the current Service status and a history of incidents. Customers can subscribe to status-page notifications by e-mail, RSS, or in-app subscription. Status-page incident records are the primary source of truth for verifying Downtime under Section 6. For Enterprise customers, monthly Service-level reports summarising Monthly Uptime, incidents, and any Service Credits applied are included as part of the Enterprise success programme.

The Operator may update this SLA from time to time to reflect operational improvements, new tiers, or changes in third-party-provider reliability. Material changes will be announced with at least 30 days' prior notice and apply prospectively to the calendar month following the effective date. Customers on Enterprise Order Forms with negotiated SLAs are governed by the Order Form, not by general updates to this SLA, unless the Order Form provides otherwise.

• Service-Credit requests: [email protected]
• Technical support: per Plan tier, see Section 4
• Status page subscriptions: see status page (link in admin panel footer)
• Enterprise success: as designated in Customer's Enterprise Order Form
• Severity-1 emergency (Enterprise only): per dedicated channel published in Customer's onboarding materials
• Phone (Operator): +1 (719) 624-4435