Service Level Agreement
Our commitment to providing reliable, responsive support for your voice AI operations.
Support Hours
Business Hours
Monday - Friday:
9:00 AM - 6:00 PM EST
Our support team is available during these hours for immediate assistance.
After Hours
Weekends & Holidays:
Emergency support available
Critical issues will be addressed within 24 hours, even outside business hours.
Response Time Commitments
Initial Response
We will acknowledge your inquiry within 24 hours of receipt, regardless of when it was submitted.
Detailed Response
For complex issues, we provide a detailed response with next steps within 48 hours.
Resolution Target
Most issues are resolved within one week, with regular updates throughout the process.
Support Channels
Issue Severity Levels
Critical (P1)
System completely down or major functionality unavailable.
Response: Within 4 hours during business hours
High (P2)
Significant functionality impaired but system operational.
Response: Within 8 hours during business hours
Medium (P3)
Minor functionality issues or feature requests.
Response: Within 24 hours
Low (P4)
General inquiries, documentation requests, or enhancement suggestions.
Response: Within 48 hours
SLA Exclusions
Issues caused by customer's network, hardware, or third-party services
Scheduled maintenance windows (with advance notice)
Force majeure events (natural disasters, power outages, etc.)
Issues related to unsupported configurations or custom modifications
Need Immediate Support?
Contact our support team during business hours or submit an inquiry for after-hours support.