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Simple Intelligence Service-Level Agreement

  • Updated

SimpleVoIP Simple Intelligence Service Level Agreement (SLA)

Overview

This Simple Intelligence Service Level Agreement (“SLA”) applies to the hosted production Simple Intelligence service provided by SimpleVoIP under an applicable Customer Order Agreement, Master Services Agreement, Pilot Acceptance Document, or other governing agreement between SimpleVoIP and Customer.

This SLA becomes effective on the Production Deployment Date identified in the applicable agreement.

Note: Pilot, sandbox, beta, preview, and pre-production environments are not covered unless explicitly stated in writing.

What Simple Intelligence Does

Simple Intelligence is a hosted call-intelligence service that:

  • Receives supported call-event webhooks
  • Retrieves recordings (when available)
  • Transcribes and analyzes calls
  • Generates alerts and insights
  • Stores resulting data
  • Makes data available via the application and APIs

Service Level Commitments

1. Platform Availability

Commitment:
SimpleVoIP provides 99.9% monthly availability.

Availability means the system can:

  • Receive Eligible Calls
  • Process Eligible Calls
  • Store call intelligence data
  • Provide access via the application and APIs

Not included:

  • Customer internet or network issues
  • Browser/device problems
  • Identity provider issues
  • Any customer-controlled systems

2. Eligible Call Processing

Commitment:
At least 99.5% of Eligible Calls are successfully processed each month.

Eligible Call Requirements

  • Delivered via supported integration
  • Includes required metadata
  • Within configured analysis scope
  • Not a duplicate
  • Recording available in supported format (for transcription/analysis)

Processed Means

  • Transcript and AI analysis completed (if applicable)
  • Data stored and retrievable

3. Alert Delivery Timeliness

Commitment (monthly):

  • 90% of alerts → within 5 minutes after processing
  • 99% of alerts → within 15 minutes after processing

Eligible Alert Event

An Eligible Call that meets configured alert rules.

Important

An alert is considered delivered when:

  • It is available in the application
  • It is sent to configured outbound channels

Delivery to third-party systems (email, CRM, carrier, etc.) is not guaranteed

4. Support Response Times

Severity 1 – Critical

  • Service unavailable or major failure
  • Response: 1 hour (24/7)
  • Updates: Every 4 hours

Severity 2 – High Impact

  • Major degradation affecting multiple users
  • Response: 4 business hours
  • Updates: Daily

Severity 3 – Standard

  • Non-critical issue with workaround
  • Response: 1 business day

Severity 4 – Low Impact

  • Minor issue or general request
  • Response: 2 business days

These are response times only, not resolution guarantees.

5. Committed Deliverables

Deliverables only count as SLA commitments if:

  • Documented in writing
  • Include agreed target dates
  • Approved by both parties

Feature requests and roadmap items are not SLA commitments unless formally documented.

Examples & Clarifications

The following are NOT SLA violations:

  • Missing or unavailable recordings from third-party providers
  • Delays in external systems (email, CRM, carriers)
  • UI/visual delays where data is still stored correctly

AI Output Disclaimer

AI-generated outputs (transcripts, summaries, insights):

  • Are probabilistic
  • May not be fully accurate or complete

These are not covered by SLA guarantees and do not qualify for credits.

Service Credits

Credit Amount

  • 1 full day of service credit for every 1 hour of platform downtime

Limits

  • Max 33% of monthly fees per month

Requirements

Customer must:

  • Report within 30 days
  • Provide ticket number and supporting details
  • Be in good financial standing

Credits:

  • Are applied to future invoices
  • Are not paid in cash

Termination Rights

Customer may terminate the affected service if:

  • SLA failures occur for 3 consecutive months, or
  • A Committed Deliverable is missed and not resolved within 30 days

Requires 30 days written notice

Service Credit Exceptions

Credits will NOT apply if issues are caused by:

  • Customer changes or misconfiguration
  • Capacity limits exceeded
  • Customer systems or connectivity
  • Third-party providers (e.g., OpenAI, carriers, CRM, cloud)
  • Unsupported integrations
  • Maintenance (scheduled or emergency)
  • Beta or experimental features
  • Force majeure events
  • Lack of customer cooperation

Definitions

Business Day

Weekdays excluding:

  • Federal holidays
  • Bank closure days (CA or service location)

Exclusive Remedy

Service Credits and termination rights are:

The only remedies available for SLA failures.

No guarantees of:

  • Uninterrupted service
  • Error-free operation
  • Fitness for a specific purpose

General Terms

  • Undefined terms follow the governing agreement
  • Governing agreement overrides this SLA if conflicts exist
  • SimpleVoIP may update this SLA per agreement terms

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