Service Level Agreement
Published response times, uptime commitments, and an escalation path — not vague promises.Coverage is built around the GCC Sunday–Thursday workweek with UAE/EU Monday–Friday overlap. The signed statement of work prevails over this page where they differ.
Support tiers
Standard, included with every ops retainer (from $490 to $3,000/month): email and WhatsApp support, Sunday–Friday 09:00–18:00, with response targets of 4 business hours for P1, 8 business hours for P2, and the next business day for P3.
Priority, for retainers of $2,000/month or more, or as a $500/month add-on: adds a dedicated WhatsApp group and phone support, Sunday–Friday 08:00–20:00 with Saturday on-call for P1, and response targets of 1 hour for P1, 4 hours for P2, and the next business day for P3.
Enterprise, for custom contracts of $3,000/month or more in ops spend: adds a named engineer and a quarterly on-site option in the GCC, coverage 24/7 for P1 and Sunday–Friday 08:00–20:00 otherwise, with response targets of 30 minutes (24/7) for P1, 2 hours for P2, and 8 business hours for P3.
Response means a qualified human engaging with diagnosis, not an automatic acknowledgment. Resolution targets are stated per incident class in the runbook rather than promised as fixed hours, because we control our response — not every root cause, some of which sit with upstream model providers.
Severity definitions & uptime commitments
P1 means the production system is down or materially harming customers — for example, a voice agent not answering any calls, or an agent sending wrong prices at scale. P2 means a degraded state where a core function is impaired but a workaround exists — for example, handoff-to-human is broken, or latency is three times the baseline. P3 covers minor issues: cosmetic problems, single-conversation errors, or general questions.
For hosted agents (WhatsApp, voice, scribe), the Standard tier commits to 99.5% monthly uptime, with service credits of 5% of the monthly fee per 0.5% below target, capped at 30%. The Enterprise tier commits to 99.9% monthly uptime, with credits of 10% per 0.5% below target, capped at 50%. Uptime applies to our orchestration layer — the honest boundary of what we control — and excludes scheduled maintenance (announced at least 72 hours ahead), upstream model-provider or platform outages, and client-side infrastructure failures.
Escalation path
Level 1 is the on-call engineer, reached via WhatsApp or email, who owns the P1 acknowledgment within SLA and starts the incident log. Level 2 is the Head of Delivery, who is auto-escalated to if a P1 is unresolved after 2 hours or a P2 after 1 business day, and who owns the client communication cadence — an update every 2 hours until a P1 is resolved. Level 3 is the Founder/CEO, escalated to for any P1 lasting more than 8 hours, any data or privacy incident, or any client request for escalation.
For every P1 incident, a written incident report is sent to the client within 3 business days, covering what happened, the impact window, root cause, and prevention steps.
Frequently asked questions
A P1 is a production system down or materially harming customers — for example, a voice agent not answering any calls, or an agent sending wrong prices at scale. P1 incidents get the fastest response commitment in every SLA tier and trigger the full escalation path.
You receive automatic service credits based on our own uptime measurement — 5% of the monthly fee per 0.5% below target on the Standard tier (capped at 30%), or 10% per 0.5% on the Enterprise tier (capped at 50%). You can also file a claim within 30 days if you believe a credit was missed.
Uptime commitments apply to our orchestration layer — the part we control. Upstream model-provider or platform outages are excluded, but we pass through evidence of the outage, and where the upstream provider issues its own credits, we pass those on to you.
Chat on WhatsApp