Effective Date: Sep 29, 2025
Applies to: This SLA applies to all paying Voxify customers and is divided into two variants:
Part I — SMB SLA (Default): Applies unless an Order Form or Enterprise Agreement states otherwise.
Part II — Enterprise SLA (Enhanced): Applies only when expressly referenced in a custom Order Form, Master Services Agreement (MSA), or Enterprise Agreement.
1. Purpose & Scope
This SLA defines service availability, support, maintenance, monitoring, and remedies provided by Voxify, Inc. (“Voxify”) to its customers (“Customer”) for the following covered services (“Services”):
Voice Assistants (e.g., Aurora Ring)
SMS Assistants (e.g., Aurora Ping)
Web Assistants (Aurora Surf)
Public APIs
2. Key Definitions
Business Hours: 9:00–18:00 America/Chicago (CT), Monday–Friday, excluding Voxify holidays.
Downtime: Minutes when a covered Service is unavailable due to Voxify-controlled causes, excluding Exclusions in §8.
Scheduled Maintenance: Planned maintenance communicated in advance under §6.
Incident: An unplanned interruption or material reduction in Service quality.
Workaround: A temporary solution that restores core functionality, even if a root-cause fix is pending
3. Availability Commitment
Monthly Uptime Target: 99.99%
Measurement Window: Monthly, on a calendar basis
Downtime Calculation: Excludes Scheduled Maintenance and Exclusions in §8
4. Incident Classification, Response & Resolution Targets
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 (24/7) |
Target Resolution
4 hours (restoration or workaround)
12 hours
5 Business Days
As scheduled / roadmap
Notes:
Resolution means restoration of service or a workaround that materially restores functionality.
Target times are objectives used for internal accountability; remedies are tied only to availability commitments.
Support Channels (SMB Tier):
Email: aurora@hellovoxify.com
Phone: +1 (463) 223-4383
5. Monitoring & Status
Voxify continuously monitors uptime and performance with internal and third-party tools.
P1 incidents include root-cause postmortems, available on request.
Real-time status updates are communicated via https://status.hellovoxify.com/.
6. Maintenance
Planned Maintenance: At least 48 hours advance notice; scheduled during low-traffic windows (weekends or late night CT).
Short Maintenance: ≤30 minutes may occur without notice where risk is minimal.
Emergency Maintenance: Voxify may apply urgent changes for security/stability; notice provided when feasible.
7. Remedies (Service Credits)
Credit: If Voxify fails to achieve 99.99% uptime in a calendar month, Customer may request a credit equal to 5% of that month’s subscription fees for the affected Service.
Claim Process: Requests must be submitted to aurora@hellovoxify.com within 30 days after the impacted month, referencing incident dates and impact.
Application: Approved credits are applied to the next invoice. Credits are non-refundable, have no cash value, and constitute Customer’s sole and exclusive remedy for SLA breaches under the SMB SLA.
Cap: Maximum monthly credits are limited to 50% of that month’s subscription fees.
8. Exclusions
This SLA does not cover unavailability or issues caused by:
Customer networks, devices, browsers, credentials, or misuse
Third-party provider failures (e.g., carriers, cloud platforms, or external APIs) are excluded from SLA calculations; however, Voxify will use commercially reasonable efforts to mitigate impact, including failover to alternative providers where available
Beta or pre-release features
Force majeure or events outside Voxify’s reasonable control
Customer-requested throttling, rate limits, or blocked integrations
Non-production environments
9. Escalation
P1 incidents auto-escalate to on-call engineering leadership.
Customers may request priority review of persistent issues by emailing aurora@hellovoxify.com.
10. Security, Backup & Continuity (Informational)
Voxify maintains layered security and industry-standard backup procedures.
Target RTO (P1 restoration): 4 hours (best-effort).
Target RPO (config + metadata): 1 hour (best-effort).
11. Changes to this SLA
Voxify may update this SLA periodically.
Material changes will be communicated with at least 30 days’ notice to active customers.
Applies To: Enterprise Customers only — when expressly incorporated by reference in an Order Form, Master Services Agreement (MSA), or Enterprise Agreement (collectively, the “Enterprise Agreement”). Where this Enterprise SLA conflicts with the SMB (Default) SLA, this Enterprise SLA controls for the covered Services.
1. Covered Services & Purpose
This Enterprise SLA defines availability, support, incident management, maintenance, security/continuity, and remedies for the following Voxify services (each a “Service” and collectively, the “Services”):
Voice Assistants (e.g., Aurora Ring)
SMS Assistants (e.g., Aurora Ping)
Web Assistants (e.g., Aurora Surf)
Public APIs
This document augments the baseline SMB SLA with contractual restore/resolve commitments, tiered service credits, postmortems with corrective actions, and enterprise support options, enabling customers to rely on measured performance and predictable remediation.
2. Key Definitions
Unless defined here, capitalized terms use meanings from the Enterprise Agreement.
Business Day / Business Hours: Monday–Friday, 09:00–18:00 America/Chicago (CT), excluding Voxify-published holidays.
Downtime (Availability): For a Service, the aggregate minutes during a calendar month when Customer cannot materially use that Service due to Voxify-controlled causes, as measured by Voxify monitoring (see §3.2) and excluding Exclusions (§11) and Scheduled Maintenance (§6).
Downtime is recorded in 1‑minute granularity after two consecutive failed checks.Incident: An unplanned interruption, material reduction in Service quality, or security event that requires response.
Restore / Restoration: Return of the affected Service to a materially usable state (including by Workaround) such that production use can continue.
Resolve / Resolution: Deployment of a permanent fix such that the underlying defect is addressed (may follow Restoration).
Workaround: Documented, temporary mitigation that materially restores functionality while a permanent fix is engineered.
RCA: Written Root Cause Analysis including timeline, impact, proximate/root causes, and CAPA (Corrective and Preventive Actions).
Chronic Failure: (a) Monthly Uptime below the Contracted Uptime for two (2) consecutive months, or (b) below the Contracted Uptime for three (3) months in any rolling twelve‑month period.
3. Availability Commitment & Measurement
3.1 Contracted Monthly Uptime
Contracted Uptime: 99.99% per calendar month.
Aspirational Goal (non‑contractual): 99.9999%.
Uptime Formula:
Uptime = (Total Minutes in Month − Downtime Minutes) / Total Minutes in Month
3.2 Monitoring & Measurement Method
Voxify uses multi‑region synthetic checks and production telemetry per Service endpoint. Checks run at least once per minute.
A minute counts as Downtime only if two or more consecutive checks fail for the majority of synthetic vantage points relevant to Customer’s region(s) or production request error rate exceeds a threshold materially preventing normal use.
Status Communications: Real‑time status and incident updates are posted to the Status Page and may be distributed via email/SMS subscriptions.
P1 incidents include root-cause postmortems, available on request.
Real-time status updates are communicated via https://status.hellovoxify.com/.
3.3 Customer Visibility & Auditability
On request, Voxify will provide the monthly uptime report for the prior three (3) months and incident summaries for P1 events.
4. Incident Classification & Contracted Targets
Severity
P1 – Critical
P2 – High
P3 – Moderate
P4 – Low
Description
Full outage; platform unusable for production; data corruption risk
Major feature severely degraded or unstable; no viable self‑serve workaround
Intermittent issues; minor bugs; non‑critical impact
General inquiries; feature requests
Target Response Time
1 hour (24/7) |
Target Resolution
≤ 4 hours (24×7)
≤ 12 hours (24×7)
≤ 5 Business Days
As scheduled
Resolve (Permanent Fix)
≤ 10 Business Days (or mutually agreed plan)
≤ 15 Business Days
Planned Release / ≤ 30 Business Days
Roadmap
RCA
≤ 5 Business Days
≤ 7 Business Days
Included on request
N/A
Notes:
Resolution means restoration of service or a workaround that materially restores functionality.
Target times are objectives used for internal accountability; remedies are tied only to availability commitments.
Support Channels (SMB Tier):
Email: aurora@hellovoxify.com
Phone: +1 (463) 223-4383
5. Service Credits & Remedies
Credits are percentage discounts applied to the next invoice for the affected Service. Credits have no cash value and are the sole and exclusive monetary remedy for SLA breaches.
5.1 Availability Credits (by Monthly Uptime)
< 99.99% and ≥ 99.0%: 5% credit
< 99.0% and ≥ 98.0%: 10% credit
< 98.0%:25% credit
5.2 Resolution/Restoration Credits
P1 Over‑Target Restore: If Restore exceeds the 4‑hour target, +5% credit for that month.
P2 Over‑Target Restore: If Restore exceeds the 12‑hour target, +2% credit for that month.
RCA Delay: If required RCA is not delivered within the SLA time, +2% credi
5.3 Pass‑Through Credits
If an upstream provider (e.g., cloud, carrier, ASR/TTS vendor) issues SLA credits to Voxify for an incident that materially impacted the Customer, Voxify will pass through such credits pro‑rata for the affected Service.
5.4 Monthly Credit Cap & Claim Process
Cap: Total credits in any month are capped at 50% of that month’s fees for the affected Service.
Claim: Email aurora@hellovoxify.com within 30 days after the month of the incident. Include incident dates, impact, and any relevant logs. Approved credits apply to the next invoice.
5.5 Chronic Failure — Termination Right
If Chronic Failure occurs (defined as failure to meet the Monthly Uptime Target in three (3) or more months in any rolling six (6) month period, or in two (2) consecutive months), Customer may terminate the affected Service without early termination fees upon thirty (30) days’ written notice. Customer will remain responsible for fees accrued before termination. Any unused prepaid fees for the terminated Service will be credited or refunded as specified in the Enterprise Agreement.
6. Maintenance
Planned Maintenance: Scheduled during low‑traffic windows; ≥ 72 hours advance notice with expected duration and impact. Time within the announced window is excluded from Downtime.
Short Maintenance: ≤ 30 minutes, low‑risk updates may occur with ≥ 24 hours notice.
Emergency Maintenance: Allowed when required for security or stability; Voxify will provide notice as feasible.
7. Enterprise Support & Escalation
7.1 Channels & Coverage
P1/P2: 24×7 via email and phone (phone number in Order Form).
P3/P4: Business Hours via email and phone (phone number in Order Form).
Named TAM (optional add‑on): Quarterly reviews, success planning, and coordination of CAPA follow‑through.
7.2 Escalation Matrix
On‑call Engineer (24×7)
Incident Commander / Engineering Manager
Head of Platform / SRE
Principal Engineer (or delegate)
CEO (for executive communications)
7.3 Status & Communications
Initial incident notification contains severity, brief description, and next update time.
Update cadence: P1: ≥ every 60 minutes; P2: ≥ every 2 hours; P3: by next Business Day.
8. Functional Performance — Optional Add‑On SLOs
Where selected in the Order Form (“Functional SLO Addendum”), the following additional SLOs apply to the specified channels/regions. Unless expressly stated, failure of Functional SLOs contributes to Resolution Credits (not Availability Credits).
Voice First‑Response Latency (P95): ≤ 1,500 ms from end of user utterance to first synthesized token.
ASR Availability: ≥ 99.99% availability of speech‑to‑text capture pipeline.
Call Setup Success Rate (CSSR): ≥ 98.5% for carrier‑reachable destinations.
SMS Delivery Success (A2P, Domestic, Non‑Spam): ≥ 98% measured end‑to‑end where carriers report delivery events.
Fallback Behavior: If LLM or ASR vendor is impaired > 60 seconds, automatic fallback to predefined Workflows (e.g., SMS intake, voicemail with transcript, or human escalation).
Measurement & Scope for Functional SLOs will be detailed in the Addendum, including vantage points, geos, and data sources.
9. Security, Continuity & Compliance
9.1 Security Program
Voxify maintains layered technical, administrative, and physical controls aligned to industry practices (e.g., least privilege, MFA, encryption in transit and at rest, change management, vulnerability management).
9.2 Backups, RTO/RPO, and DR
Backups: Regular backups of core configuration and interaction metadata.
Contracted RTO (P1): 4 hours.
Contracted RPO (core configuration & interaction metadata): 1 hour.
DR Exercises: At least annually; tabletop exercises semi‑annually.
9.3 Business Continuity
Documented Business Continuity Plan covering loss of data center/provider region, critical vendor impairment, and surge traffic events.
9.4 Security Incidents & Notifications
Voxify will notify Customer without undue delay upon confirmation of a Security Incident affecting Customer Data and provide updates, an RCA, and CAPA per §4.
Security breach notices will include scope, data types affected, mitigation steps, and regulatory reporting considerations.
9.5 Regulatory & Industry Controls
Where applicable or agreed:
A2P 10DLC/STIR/SHAKEN/TCPA compliance support for messaging/voice.
HIPAA BAA (if executed) limits scope of PHI handling; otherwise, Services are not intended for PHI.
Data Processing Addendum (DPA): Incorporated by reference where required for privacy/regulatory compliance.`
10. Data Retention & Deletion
Unless otherwise agreed in the Enterprise Agreement:
Retention: Operational logs retained for security/analytics per documented schedules; interaction audio/text retained as configured in the Admin Portal or as specified in the Order Form.
Deletion: Within 30 days after termination or request, subject to legal/compliance holds and backup retention windows.
Anonymization: Aggregated/de‑identified data may be retained for service improvement and security.
11. Exclusions
This SLA does not apply to issues caused by:
Customer networks, devices, browsers, credentials, or misuse
Third-party provider failures (e.g., carriers, cloud platforms, or external APIs) are excluded from SLA calculations; however, Voxify will use commercially reasonable efforts to mitigate impact, including failover to alternative providers where available
Beta or pre-release features
Force majeure or events outside Voxify’s reasonable control
Customer-requested throttling, rate limits, or blocked integrations
Non-production environments
Regulatory holds (e.g., A2P 10DLC registration/brand vetting delays) outside Voxify’s control.
12. Customer Responsibilities
Maintain up‑to‑date technical contacts and escalation paths.
Implement best‑effort redundancy on Customer side where feasible (e.g., SIP/PSTN failover destinations, secondary webhooks).
Comply with messaging/voice regulatory requirements (e.g., opt‑in/opt‑out, verified sender, content policies).
Promptly apply configuration changes or Workarounds recommended by Voxify during incidents.
13. Changes to this Enterprise SLA
Voxify will provide ≥ 30 days’ notice for material changes. Where required by the Enterprise Agreement, changes will not reduce commitments during the then‑current Term without Customer’s written consent.
14. Order of Precedence
If there is a conflict among documents, the following order applies (highest to lowest):
Order Form (including any Functional SLO Addendum);
This Enterprise SLA;
SMB (Default) SLA;
Documentation/Policies referenced for implementation details.
15. Premium SLA Option (Optional Add‑On)
Where elected in the Order Form:
Contracted Uptime: 99.9999%;
P1 Restore: ≤ 2 hours (24×7);
Quarterly Game‑Days: Joint failover and runbook validation;
Dedicated Runbooks and custom reporting;
Dedicated Escalation Hotline.
Pricing and scope to be specified in the Order Form.
16. Exhibit A — Examples & Clarifications (Non‑Exhaustive)
When is a minute counted as Downtime? Two consecutive failed synthetic checks from multiple vantage points and/or sustained production error rate that materially prevents use.
What if Restoration is via Workaround? Counts as meeting the Restore target provided production operations can continue materially while the permanent fix is engineered.
How are Pass‑Through Credits handled? Credited to Customer proportionally for the affected Service/month once Voxify receives the upstream credit.
Does failing a Functional SLO trigger Availability Credits? No, unless it results in Availability Downtime; otherwise, it contributes to Resolution Credits per §5.2 when the Functional SLO Addendum is in force.
