Service Level Agreement (SLA)

1. Service Commitment

Voiceyfy (operated by Spicyfy Ventures LLC) is committed to providing a reliable, high-performance platform for AI voice automation. We guarantee that all core production services will maintain a Monthly Uptime Percentage of at least 99.9% during any billing cycle.

2. Uptime Calculation and Definitions

Monthly Uptime Percentage: This is calculated by subtracting the total number of minutes of Downtime in a given billing month from the total number of minutes in that month, divided by the total number of minutes in that month, multiplied by 100.

Downtime: A state where the core Voiceyfy services (inbound call handling, chat widget rendering, or API availability) are entirely unreachable or non-functional across all active client accounts. Downtime is measured based on our independent monitoring systems.

Scheduled Maintenance: Periodic system updates and maintenance required to keep our systems secure and efficient. We notify customers of scheduled maintenance at least 48 hours in advance. Scheduled maintenance does not count toward Downtime calculations.

3. Exclusions

The uptime guarantee does not apply to performance issues or Downtime caused by:

• Factors outside our reasonable control, including natural disasters, acts of war, or widespread internet outages.
• Outages or failures of third-party telephony carriers, speech-to-text engines, or text-to-speech providers.
• Issues resulting from the customer's own network connections, hardware, or third-party integrations (such as CRM or calendar API outages).
• Unauthorized actions or lack of cooperation from the customer's staff.

4. Service Credits

If we fail to meet our Monthly Uptime Percentage commitment, you are eligible to receive a Service Credit applied to your next monthly invoice. Service Credits are calculated as a percentage of the monthly subscription fee paid for the billing cycle in which the SLA was missed:

5. Credit Request Process

To receive a Service Credit, you must submit a written request to support@spicyfy.io within 30 days of the end of the billing cycle in which the service level was not met. The request must include the dates and times of the Downtime incident being claimed.

6. Support and Incident Response

We monitor our systems 24/7/365. For system issues reported by customers, we commit to the following initial response times:

• Critical Priority (Core system down): Initial response within 15 minutes.
• High Priority (Degraded performance): Initial response within 30 minutes.
• Normal Priority (General questions/non-blocking issues): Initial response within 8 hours.

7. Contact Information

If you have questions regarding this Service Level Agreement, please contact our compliance team at compliance@spicyfy.io.