1. Covered Services
This SLA applies to the following Voxify production services, collectively referred to as the “Services”:
Voice Assistants, including AI phone assistants and call-handling workflows
SMS Assistants and messaging workflows
Web Assistants and embedded web assistant experiences
Public APIs and integration endpoints
Client Portal, including dashboards, request submission, reporting access, and customer-facing operational visibility tools
This SLA applies only to paid production services. It does not apply to beta, pilot, sandbox, demo, proof-of-concept, non-production, or trial environments unless expressly stated in writing.
2. Key Definitions
Business Hours means 9:00 AM to 5:00 PM Central Time, Monday through Friday, excluding Voxify-recognized holidays.
Downtime means the number of minutes during a calendar month when a covered production Service is unavailable due to causes within Voxify’s reasonable control, excluding scheduled maintenance, emergency maintenance, customer-side issues, third-party provider failures, and other exclusions listed in this SLA.
Incident means an unplanned interruption, material degradation, or issue affecting a covered production Service.
Scheduled Maintenance means planned maintenance communicated by Voxify in advance where commercially reasonable.
Emergency Maintenance means urgent maintenance required to protect security, stability, data integrity, or service reliability.
Workaround means a temporary solution that materially restores core functionality while a permanent fix is being investigated or developed.
Client Portal means Voxify’s customer-facing portal used for reviewing metrics, accessing reports, submitting support requests, and tracking operational items.
3.1 Monthly Uptime Target
For SMB / Standard customers, Voxify targets 99.5% monthly uptime for covered production Services.
Monthly uptime is measured on a calendar-month basis using the following formula:
Uptime = (Total Minutes in Month - Downtime Minutes) / Total Minutes in Month
Downtime is calculated based on Voxify’s monitoring systems, production telemetry, third-party uptime monitoring, and support records.
3.2 Operational Performance Above Target
Voxify may operate above the stated uptime target and may display higher uptime performance through a public status page, monitoring dashboard, or Client Portal. Any displayed uptime above the contractual target is informational and does not increase Voxify’s contractual obligation unless expressly stated in a signed agreement.
3.3 Client Portal Metrics
The Client Portal may display usage, performance, request, call, message, and assistant-related metrics. These metrics are provided for operational visibility and business reporting.
Client Portal metrics may be delayed, rounded, filtered, aggregated, or dependent on third-party systems. Client Portal metrics are not the sole source of truth for SLA credits, downtime calculations, or legal service-level determinations.
Official SLA calculations are based on Voxify’s internal monitoring records, third-party uptime monitoring, production telemetry, and support records.
4. Incident Classification and Response Targets
Severity
P1 – Critical
P2 – High
P3 – Moderate
P4 – Low
Description
Full production outage or core Service unusable
Major feature degraded or unstable with material customer impact
Minor bugs, intermittent issues, reporting errors, or non-critical degradation
General questions, configuration requests, documentation requests, feature requests, or roadmap items
Target Response Time
1 hour (24/7) |
Target Resolution
4 hours, best effort
1 business day
5 Business Days
As scheduled / roadmap
Response and restoration times are operational targets unless expressly stated as contractual commitments in a signed Enterprise Agreement.
Restoration may be achieved through a workaround if the workaround materially restores the customer’s ability to use the affected production Service.
Permanent fixes may take longer than restoration where the issue requires engineering work, third-party remediation, architectural changes, or customer-side configuration changes.
5. Support Channels
SMB / Standard support may be provided through one or more of the following channels:
Email support: aurora@hellovoxify.com
Client Portal request submission
Emergency support: +1 (463) 999-3873
Support requests submitted through the Client Portal are considered received once successfully submitted and recorded by Voxify’s systems.
For urgent P1 production incidents, customers should use the designated emergency support channel provided by Voxify. Client Portal submission alone may not be sufficient for emergency escalation unless Voxify has expressly designated the Client Portal as an emergency support channel for that customer.
6. Monitoring and Status Updates
Voxify uses internal monitoring, production telemetry, and third-party monitoring tools to observe uptime, service availability, and production performance.
Voxify may provide status updates through one or more of the following:
Public or private status page
Client Portal
Email
Direct customer communication
For P1 incidents, Voxify may provide an incident summary or root-cause explanation upon request, depending on severity, customer tier, and available incident data.
7. Maintenance
7.1 Planned Maintenance
Voxify may perform scheduled maintenance during low-traffic periods. Voxify will use commercially reasonable efforts to provide at least 24 hours’ advance notice for planned maintenance expected to materially affect production Services.
Scheduled maintenance is excluded from Downtime calculations.
7.2 Short Maintenance
Low-risk maintenance windows of 30 minutes or less may occur with limited or no advance notice where customer impact is expected to be minimal.
7.3 Emergency Maintenance
Voxify may perform emergency maintenance without advance notice where necessary to protect security, stability, data integrity, or service reliability. Voxify will provide notice as soon as reasonably feasible.
Emergency maintenance is excluded from Downtime calculations.
8. Service Credits
8.1 Credit Eligibility
If Voxify fails to meet the applicable monthly uptime target for a covered production Service, the customer may request a service credit.
For SMB / Standard customers, the service credit is 5% of that month’s subscription fees for the affected Service.
8.2 Credit Claim Process
To request a service credit, the customer must submit a written request within 30 days after the impacted calendar month.
The request must include:
Customer name
Affected Service
Approximate date and time of the incident
Description of the impact
Any relevant logs, screenshots, or support ticket references
Approved credits are applied to the next invoice.
8.3 Credit Limitations
Service credits:
Are non-refundable
Have no cash value
Apply only to the affected Service
Are the customer’s sole and exclusive monetary remedy for SLA breaches
Are capped at 25% of the monthly fees for the affected Service unless otherwise stated in a signed agreement
9. Exclusions
This SLA does not apply to downtime, errors, delays, degraded performance, failed requests, or support issues caused by:
Customer networks, internet access, devices, browsers, credentials, configurations, or misuse
Customer-side telephony, SIP, PSTN, CRM, ATS, webhook, API, authentication, or integration issues
Third-party provider failures, including carriers, cloud platforms, speech-to-text providers, text-to-speech providers, LLM providers, CRMs, ATS platforms, payment processors, email providers, messaging providers, or external APIs
Carrier filtering, failed call delivery, number reputation, SMS delivery filtering, spam blocking, carrier outages, routing failures, or destination-side call rejection
A2P 10DLC, STIR/SHAKEN, brand registration, campaign registration, number provisioning, compliance review, carrier vetting, or regulatory delays
Customer-requested throttling, disabled integrations, blocked workflows, rate limits, suspended accounts, or usage caps
Beta, pilot, demo, sandbox, preview, non-production, or trial features
Scheduled maintenance, short maintenance, or emergency maintenance
Force majeure events or circumstances outside Voxify’s reasonable control
Customer failure to provide required information, approvals, access, credentials, contacts, or technical cooperation
Inaccurate, delayed, incomplete, or unavailable data from third-party systems
Client Portal reporting delays that do not materially prevent use of the underlying production Service
Security restrictions, account suspensions, or access limitations caused by suspected misuse, abuse, fraud, illegal activity, or violation of applicable terms
Although third-party provider failures are excluded from SLA calculations, Voxify will use commercially reasonable efforts to reduce customer impact where feasible. This may include provider escalation, rerouting, fallback workflows, alternate service paths, or temporary workarounds
10. Customer Responsibilities
Customers are responsible for:
Maintaining accurate billing, technical, and escalation contacts
Providing timely access, credentials, approvals, and configuration details needed for implementation or support
Maintaining customer-side systems, networks, telephony configurations, CRM access, webhook endpoints, and third-party integrations
Complying with applicable voice, messaging, privacy, consent, and recording laws
Maintaining appropriate opt-in, opt-out, consent, and disclosure practices for calls and messages
Promptly applying reasonable configuration changes or workarounds recommended by Voxify
Reporting incidents with enough detail for Voxify to investigate
Failure to meet customer responsibilities may delay support response, restoration, implementation, or issue resolution.
11. Security, Backup, and Continuity
Voxify maintains commercially reasonable technical and organizational safeguards designed to protect the security and reliability of its Services.
Voxify may maintain backups of core configuration, operational metadata, and other service-related records according to its internal backup and retention practices.
For SMB / Standard customers, recovery time and recovery point objectives are best-effort unless expressly stated in a signed agreement.
12. Data Retention and Deletion
Unless otherwise stated in a signed agreement:
Operational logs, interaction metadata, transcripts, recordings, and reports may be retained according to Voxify’s internal retention practices and customer configuration.
Customer-requested deletion will be completed within a commercially reasonable period, subject to legal, security, compliance, backup, and business record retention requirements.
Aggregated or de-identified data may be retained for analytics, security, service improvement, and operational reporting.
13. Changes to the SMB / Standard SLA
Voxify may update this SLA from time to time. Voxify will use commercially reasonable efforts to provide at least 30 days’ notice of material changes to active customers.
Continued use of the Services after the effective date of an updated SLA constitutes acceptance of the updated SLA, unless otherwise stated in a signed agreement.
14. Applicability
This Enterprise SLA applies only where expressly incorporated by reference in a signed Order Form, Master Services Agreement, Enterprise Agreement, or similar written agreement.
Where this Enterprise SLA conflicts with the SMB / Standard SLA, the Enterprise SLA controls for the applicable Enterprise customer and covered Services.
15. Enterprise Covered Services
Unless otherwise stated in the applicable Order Form, the Enterprise SLA may apply to:
Voice Assistants
SMS Assistants
Web Assistants
Public APIs
Client Portal
Custom integrations
Enterprise reporting workflows
Other production Services expressly listed in the Order Form
Enterprise coverage applies only to production Services identified in the customer’s signed agreement.
16. Enterprise Availability Commitment
16.1 Default Enterprise Uptime
For Enterprise customers, Voxify targets 99.9% monthly uptime for covered production Services unless a different commitment is expressly stated in the applicable Order Form.
16.2 Enhanced Uptime Options
Higher uptime commitments, including 99.95% or 99.99%, may be offered only when expressly stated in a signed Order Form.
Enhanced uptime commitments may require:
Additional fees
Dedicated support coverage
Redundant architecture
Custom failover planning
Customer-side redundancy
Specific implementation requirements
Approved technical design
Defined monitoring endpoints
Agreed exclusions and measurement methodology
No enhanced uptime commitment applies unless expressly agreed in writing.
17. Enterprise Measurement Method
Enterprise uptime is measured monthly on a calendar-month basis.
Downtime is measured using Voxify’s monitoring systems, production telemetry, third-party uptime monitoring, and support records.
A minute may count as Downtime only when the affected covered production Service is materially unavailable due to causes within Voxify’s reasonable control and not subject to an exclusion.
Unless otherwise stated in the Order Form, Client Portal metrics are informational and do not replace Voxify’s official monitoring and incident records for SLA calculation purposes.
18. Enterprise Incident Classification and Contracted Targets
Severity
P1 – Critical
P2 – High
P3 – Moderate
P4 – Low
Description
Full production outage, core platform unusable, or severe production impact
Major feature severely degraded or unstable with no reasonable workaround
Intermittent issues, minor bugs, non-critical degradation, or reporting issues
General inquiries, configuration requests, documentation, feature requests, or roadmap items
Target Response
1 hour, 24/7
Target Restoration
4 hours
12 hours
5 business days
As scheduled
RCA
5 business days upon request
7 business days upon request
Upon request
Not applicable
Restoration may be achieved through a workaround if the workaround materially restores the customer’s ability to continue production operations.
Resolution of the permanent underlying issue may occur after restoration and may be scheduled based on severity, engineering complexity, third-party constraints, and customer impact.
19. Enterprise Support and Escalation
Enterprise support may include:
Priority support queue
Email support: aurora@hellovoxify.com
Client Portal request submission
Phone escalation for P1 and P2 incidents, where included in the applicable Order Form
Named customer success or technical contact, if included in the Order Form
Incident status updates
Root-cause summaries for qualifying incidents
19.1 Escalation Path
Enterprise incidents may be escalated internally as follows:
Support or operations contact
On-call engineer
Engineering lead or incident commander
Head of platform or senior technical owner
Executive escalation, where appropriate
19.2 Communication Cadence
For active Enterprise incidents, Voxify will use commercially reasonable efforts to provide updates at the following cadence:
P1: Every 60 minutes or as material updates become available
P2: Every 2 hours or as material updates become available
P3: By the next business day
P4: As appropriate based on request type
20. Enterprise Maintenance
20.1 Planned Maintenance
Voxify may perform scheduled maintenance during low-traffic periods. Voxify will use commercially reasonable efforts to provide at least 24 hours’ advance notice for planned maintenance expected to materially affect covered production Services.
Scheduled maintenance is excluded from Downtime calculations.
20.2 Short Maintenance
Low-risk maintenance windows of 30 minutes or less may occur with limited or no advance notice where customer impact is expected to be minimal.
20.3 Emergency Maintenance
Voxify may perform emergency maintenance without advance notice where necessary to protect security, stability, data integrity, or service reliability. Voxify will provide notice as soon as reasonably feasible.
Emergency maintenance is excluded from Downtime calculations.
21. Enterprise Service Credits
Unless otherwise stated in the applicable Order Form, Enterprise service credits are calculated as follows:
Monthly Uptime for Affected Service
Below 99.9% but at or above 99.0%
Below 99.0% but at or above 98.0%
Below 98.0%
Credit
5%
10%
25%
Service credits apply only to the monthly fees for the affected Service.
Total credits in any calendar month are capped at 50% of that month’s fees for the affected Service.
Credits are non-refundable, have no cash value, and are the customer’s sole and exclusive monetary remedy for SLA breaches unless otherwise stated in a signed agreement.
22. Enterprise Credit Claim Process
To request an Enterprise service credit, the customer must submit a written claim within 30 days after the impacted calendar month.
The claim must include:
Customer name
Affected Service
Incident date and time
Description of business impact
Support ticket, Client Portal request, or incident reference
Any relevant logs or evidence available to the customer
Approved credits will be applied to the next invoice unless otherwise stated in the applicable agreement.
23. Chronic Failure
Unless otherwise stated in the applicable Enterprise Agreement, “Chronic Failure” means Voxify fails to meet the applicable monthly uptime commitment for the same affected Service either:
For two consecutive calendar months; or
For three months in any rolling six-month period.
If Chronic Failure occurs, the customer may request a remediation plan. If Voxify does not provide a commercially reasonable remediation plan within 30 days, the customer may terminate the affected Service without early termination fees upon 30 days’ written notice.
The customer remains responsible for all fees accrued before termination.
Any refund or credit for unused prepaid fees will be handled according to the applicable Enterprise Agreement.
24. Enterprise Functional SLOs
Functional service-level objectives may be included as optional add-ons in an Order Form.
Examples may include:
Voice first-response latency
Call setup success rate
SMS delivery success rate
API response time
Reporting freshness
Client Portal availability
Fallback behavior
Human escalation workflow availability
Functional SLOs apply only if expressly included in the applicable Order Form.
Unless expressly stated otherwise, failure to meet a Functional SLO does not create Availability Downtime and does not trigger Availability Credits unless it materially prevents use of a covered production Service.
25. Enterprise Security, Continuity, and Compliance
Voxify maintains commercially reasonable security controls designed to protect the confidentiality, integrity, and availability of its Services.
Depending on the customer’s agreement, Voxify may support:
Access controls
Encryption in transit and at rest
Least-privilege access practices
Change management
Backup procedures
Incident response procedures
Data processing terms
Business associate terms, if separately agreed
Industry-specific compliance support, if expressly included in the Order Form
No regulated data handling obligation applies unless expressly agreed in writing.
26. Security Incidents
If Voxify confirms a security incident affecting customer data, Voxify will notify the affected customer without undue delay and provide information reasonably available at the time.
Security incident notices may include:
Nature of the incident
Data or systems affected
Known impact
Mitigation steps
Customer action items
Follow-up plan
Root-cause summary, where appropriate
Notification timelines may depend on investigation status, legal requirements, law enforcement restrictions, third-party provider involvement, and the accuracy of available information.
27. Enterprise Data Retention and Deletion
Enterprise data retention and deletion terms are governed by the applicable Enterprise Agreement, Order Form, Data Processing Addendum, or written data retention schedule.
Unless otherwise agreed:
Operational logs may be retained for security, analytics, troubleshooting, and compliance purposes.
Interaction records, transcripts, recordings, and reports may be retained according to customer configuration and Voxify’s retention practices.
Deletion requests will be completed within a commercially reasonable period, subject to legal, security, compliance, backup, and business record requirements.
Aggregated or de-identified data may be retained for service improvement, analytics, and security.
28. Enterprise Exclusions
The Enterprise SLA does not apply to issues caused by:
Customer networks, devices, browsers, systems, credentials, configurations, or misuse
Customer-side telephony, SIP, PSTN, CRM, ATS, webhook, API, authentication, or integration issues
Third-party provider failures, including carriers, cloud platforms, speech-to-text providers, text-to-speech providers, LLM providers, CRMs, ATS platforms, payment processors, email providers, messaging providers, or external APIs
Carrier filtering, failed call delivery, number reputation, SMS delivery filtering, spam blocking, carrier outages, routing failures, or destination-side call rejection
A2P 10DLC, STIR/SHAKEN, brand registration, campaign registration, number provisioning, compliance review, carrier vetting, or regulatory delays
Customer-requested throttling, disabled integrations, blocked workflows, rate limits, suspended accounts, or usage caps
Beta, pilot, demo, sandbox, preview, non-production, or trial features
Scheduled maintenance, short maintenance, or emergency maintenance
Force majeure events or circumstances outside Voxify’s reasonable control
Customer failure to provide required information, approvals, access, credentials, contacts, or technical cooperation
Inaccurate, delayed, incomplete, or unavailable data from third-party systems
Client Portal reporting delays that do not materially prevent use of the underlying production Service
Security restrictions, account suspensions, or access limitations caused by suspected misuse, abuse, fraud, illegal activity, or violation of applicable terms
29. Order of Precedence
If there is a conflict among documents, the following order controls from highest to lowest:
Signed Order Form
Signed Master Services Agreement or Enterprise Agreement
Signed Data Processing Addendum or applicable compliance addendum
This SLA
Product documentation or support policies
30. SLA Changes
Voxify may update this SLA from time to time.
For SMB / Standard customers, Voxify will use commercially reasonable efforts to provide at least 30 days’ notice of material changes.
For Enterprise customers, changes will not materially reduce active contractual commitments during the then-current term unless allowed under the applicable agreement or agreed in writing by the customer.
31. Sole Remedy
Unless otherwise stated in a signed agreement, service credits described in this SLA are the customer’s sole and exclusive monetary remedy for any failure by Voxify to meet an applicable SLA commitment.
This SLA does not create any warranty, guarantee, or obligation beyond the express commitments stated in this document.
