Service Level Agreement

This Service Level Agreement (the “SLA”) applies to customers of Receptionist On Call, Inc. on a paid plan (Starter, Pro, or Scale). The free plan is provided without service-level commitments. This SLA is part of the Terms of Service and uses capitalized terms defined there.

1. Service Commitments

1.1 Uptime.

We will use commercially reasonable efforts to make the API control plane and the voice media plane available for at least the following percentages of each calendar month, excluding Scheduled Maintenance and Excluded Events:

• Starter: 99.5% monthly uptime;
• Pro: 99.9% monthly uptime;
• Scale: 99.95% monthly uptime.

1.2 Measurement.

Uptime is measured by our external monitoring of the public API endpoints and a synthetic voice-session probe. “Downtime” means a period of at least five (5) consecutive minutes during which the relevant service returns server errors or is unreachable, excluding Scheduled Maintenance and Excluded Events. “Monthly Uptime Percentage” is calculated as (total minutes in the month − Downtime minutes) ÷ total minutes in the month, expressed as a percentage.

2. Scheduled Maintenance and Excluded Events

The following are not counted as Downtime:

• Scheduled Maintenance: maintenance announced at least forty-eight (48) hours in advance, conducted between 02:00 and 06:00 UTC, and limited to a cumulative ninety (90) minutes per calendar month;
• Force-majeure events, including but not limited to natural disasters, war, terrorism, civil unrest, labor disputes, governmental action, and pandemic-related disruptions;
• Failures of third-party providers (e.g., Twilio, Deepgram, ElevenLabs, Anthropic, Stripe, Google) where such failures are not within our reasonable control;
• Failures caused by Customer’s configuration, integrations, software, hardware, or network;
• Suspension or termination of the Service in accordance with the Terms of Service or the Acceptable Use Policy;
• Beta or pre-release features that are explicitly designated as such.

3. Support Response Targets

We provide support during the hours and through the channels indicated below. Response targets are measured from the time we receive a ticket through the supported channel and apply on business days only, except where 24×7 coverage is indicated.

• P1 — Service unavailable in production: initial response within one (1) hour, 24×7 for Pro and Scale; within four (4) business hours for Starter.
• P2 — Material degradation or partial outage: initial response within four (4) hours, 24×7 for Pro and Scale; within one (1) business day for Starter.
• P3 — Functional issue with a workaround: initial response within one (1) business day for Pro and Scale; within two (2) business days for Starter.
• P4 — Question or feature request: initial response within two (2) business days for all paid plans.

Support channels include email at support@receptionistoncall.com and the in-dashboard help widget. Status updates are published at status.receptionistoncall.com.

4. Service Credits

4.1 Credit table.

If Monthly Uptime Percentage falls below the commitment for a paid plan, Customer is eligible to receive a service credit calculated as a percentage of the monthly fees paid for the affected service:

• At or above 99.0% but below the commitment: 10% credit;
• At or above 95.0% but below 99.0%: 25% credit;
• Below 95.0%: 50% credit.

4.2 Claims.

To receive a credit, Customer must submit a written claim to support@receptionistoncall.com within thirty (30) days after the end of the month in which the Downtime occurred, including dates and times of the incident, affected service, and any supporting logs. Credits are applied to the next monthly invoice and have no cash value. Total credits in any single month will not exceed the fees actually paid for that month.

4.3 Sole remedy.

Service credits are Customer’s sole and exclusive remedy, and our sole and exclusive liability, for any failure to meet the commitments in this SLA.

5. Data Durability

We replicate the production database synchronously within an availability zone and asynchronously across at least one additional region. Daily encrypted backups are retained for thirty (30) days. Our internal recovery objectives are a Recovery Point Objective (RPO) of one (1) hour and a Recovery Time Objective (RTO) of four (4) hours for the control plane; the voice media plane is stateless and is designed for sub-minute regional failover.

6. Security Incident Notification

We will notify Customer of a confirmed security incident affecting Customer Personal Data in accordance with the timelines in the Data Processing Addendum.

7. Suspension

Suspensions resulting from Customer’s non-payment, violation of the Acceptable Use Policy, or risk of harm to the Service or third parties are not Downtime and do not qualify for service credits.

8. Changes

We may update this SLA from time to time. Material changes will be announced by email or through the dashboard at least fifteen (15) days before they take effect, and any changes that reduce the uptime commitment will not apply until the start of Customer’s next billing period.

9. Contact

For SLA inquiries, please contact support@receptionistoncall.com.