General Service Level Agreement

Last updated: May 2026

1. Service Availability

Call Agent AI commits to 99.9% monthly uptime for all production services. This excludes scheduled maintenance windows, which will be communicated at least 48 hours in advance.

2. Response Times

Call answer time: Less than 1 second average
AI processing latency: Less than 500ms average
Transcription delivery: Real-time, within 2 seconds of speech

3. Support Response

Critical issues (service down): 1-hour response time
High priority: 4-hour response time
Standard requests: 24-hour response time (business days)

4. Data Backup & Recovery

All customer data is backed up daily. In the event of data loss, we commit to restoring from the most recent backup within 4 hours.

5. Security

All data is encrypted in transit (TLS 1.2+) and at rest (AES-256). Access controls, audit logging, and regular security reviews are maintained.

6. Service Credits

If monthly uptime falls below 99.9%, eligible customers on Pro and Elite plans may request service credits proportional to the downtime experienced.

7. Exclusions

This SLA does not apply to: scheduled maintenance, force majeure events, issues caused by customer configuration, or third-party service outages.