Effective Date: July 14, 2025

Voxify Service Level Agreement (SLA)

Applies to: All paid Voxify customers unless otherwise specified in a separate enterprise agreement.

Purpose

This Service Level Agreement outlines the service availability, support expectations, and operational transparency provided by Voxify, Inc. (“Voxify”) to its customers (“Customer”).

Service Commitment

Voxify aims to deliver high availability and reliable performance across its AI-powered voice, SMS, and web assistant services.

Target Uptime: 99.5% monthly uptime for production services
Service Scope: Voice, SMS, and Web Chat interfaces; API endpoints; Admin Portal

Incident Classification & Response Times

Severity

P1 – Critical

P2 – High

P3 – Moderate

P4 – Low

Description

Full outage or platform unusable

Major features degraded or slowed

Minor bugs or issues

Feature requests or general inquiries

Target Response Time

1 hour

4 hours

1 business day

2 business days

Support available via:

Email: aurora@hellovoxify.com
Admin dashboard
Phone support (Enterprise only)

Maintenance

Planned maintenance will be communicated at least 48 hours in advance.

Scheduled during off-peak hours (e.g., weekends or late night).
Maintenance under 30 minutes may not be announced.

Planned maintenance will be communicated at least 48 hours in advance.

Scheduled during off-peak hours (e.g., weekends or late night).
Maintenance under 30 minutes may not be announced.

Performance Monitoring

Voxify continuously monitors uptime and performance using internal and third-party tools. Major incidents are documented and shared upon request.

Limitations

This SLA does not cover:

Issues caused by customer-side internet, systems, or misuse
Failures of third-party services (e.g., Twilio, Deepgram)
Beta features or pre-release tools
Downtime caused by force majeure or factors outside Voxify’s control

This SLA does not cover:

Issues caused by customer-side internet, systems, or misuse
Failures of third-party services (e.g., Twilio, Deepgram)
Beta features or pre-release tools
Downtime caused by force majeure or factors outside Voxify’s control

Remedies

Voxify does not guarantee service credits or refunds under this SLA. However, in the event of a significant service disruption, Voxify may — at its sole discretion — offer compensatory measures such as service extensions, priority support, or goodwill credits.

SLA Review

This SLA may be updated periodically. Any material changes will be communicated with at least 30 days’ notice to active customers.