Service Level Agreement
This Service Level Agreement ("SLA") is a part of our [Terms of Use] and applies to the voice AI software services ("Services") provided by Voicemetrics LLC ("we," "us") to you ("Client," "you"), our customer. This SLA describes our service level objectives and support services.
1. Definitions
- "Uptime" refers to the percentage of time in a calendar month that the core functionality of the Services is operational and available.
- "Downtime" is the total number of minutes in a calendar month during which the Services are not available. Downtime does not include Scheduled Maintenance or SLA Exclusions.
- "Monthly Uptime Percentage" is calculated as: (Total Minutes in Month - Downtime) / Total Minutes in Month * 100.
- "Scheduled Maintenance" means planned maintenance windows for which we have provided at least twenty-four (24) hours' advance notice.
- "Business Hours" are defined as 9:00 AM to 6:00 PM U.S. Eastern Time (ET), Monday through Friday, excluding U.S. public holidays.
2. Service Level Objective (SLO)
Voicemetrics has a service level objective of providing a Monthly Uptime Percentage of 99.9% for the Services. We use commercially reasonable efforts to achieve this objective. This SLO is a target and not a guarantee of performance.
3. Technical Support
We provide technical support to help resolve issues with the Services.
- a) Support Channels:
- b) Support Hours:
- Support is available during Business Hours (9:00 AM - 6:00 PM ET, Mon-Fri).
- c) Response Time Targets:
- We will use commercially reasonable efforts to respond to support requests according to the following priority levels:
Response time is the time it takes to acknowledge the request and begin investigation. Resolution time will vary based on the complexity of the issue.
| Priority Level | Definition | Target Response Time |
|---|---|---|
| Urgent | Complete service outage or critical feature failure affecting all users. | Within 4 Business Hours |
| High | Service performance is significantly degraded, or a key feature is unavailable. | Within 8 Business Hours |
| Normal | Minor feature issue, non-critical performance issue, or general question. | Within 24 Business Hours |
Priority Level
Definition
Target Response Time
Urgent
Complete service outage or critical feature failure affecting all users.
Within 4 Business Hours
High
Service performance is significantly degraded, or a key feature is unavailable.
Within 8 Business Hours
Normal
Minor feature issue, non-critical performance issue, or general question.
Within 24 Business Hours
4. Uptime Measurement and Reporting
Voicemetrics continuously monitors the availability of its Services. Should you experience Downtime, you must report it to our support team with relevant details. Upon request, we will provide a report detailing the Monthly Uptime Percentage for your account for the preceding calendar month.
5. SLA Exclusions
The Monthly Uptime Percentage calculation will not include any performance or availability issues:
- Caused by factors outside of our reasonable control, including force majeure events (e.g., natural disasters, acts of war, government actions).
- Resulting from any actions or inactions of you or any third party, including your failure to adhere to the Terms of Use.
- Resulting from your equipment, software, or other technology and/or third-party equipment, software, or other technology (other than third-party equipment within our direct control).
- Arising from our suspension or termination of your right to use the Services in accordance with the Terms of Use.
- Resulting from Scheduled Maintenance.
6. Client Responsibilities
You agree to:
- Use the Services in accordance with the [Terms of Use].
- Ensure your systems meet the minimum requirements for accessing the Services.
- Promptly report any service issues and provide all reasonably requested information to assist in diagnosis and resolution.
7. Modification of this SLA
We reserve the right to amend this SLA at our discretion. We will provide at least thirty (30) days' notice for any material changes by posting the updated SLA on our website and updating the "Last Updated" date. Your continued use of the Services after such changes constitutes your acceptance of the new SLA.
Last Updated: July 03, 2025
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