Service Level Agreement

800one.com Voice AI for Your Enterprise Agreement

This Service Level Agreement ("SLA") applies to customers subscribing to 800one.com's Enterprise-tier plan ("you," "your") provided by 800one.com ("800one.com," "we," "us," "our"). It defines our commitments to service availability, performance, and support for our Voice AI services (the "Services"). This SLA is an optional add-on to your Enterprise subscription and supplements our Terms and Conditions.

Service Availability

Uptime Commitment

800one.com guarantees that the Services will be available 99.9% of the time in any given calendar month, excluding scheduled maintenance and uncontrollable events (defined below).

Measurement

Uptime is calculated as the time the Services are available, while Downtime is the time the Services are unavailable, as measured by our monitoring systems.

Scheduled Maintenance

• Notification: We provide 48 hours' notice for maintenance via email or in-app alerts.
• Timing: Maintenance occurs outside standard business hours (Monday–Friday, 9 AM–5 PM PST).
• Exclusion: Scheduled maintenance does not count as downtime under the uptime commitment.

Uncontrollable Events

• Definition: Downtime caused by factors beyond our reasonable control (e.g., natural disasters, internet outages, third-party provider failures like Twilio, or cyberattacks despite reasonable security measures) is excluded from the uptime calculation.
• Mitigation: We will restore service as quickly as possible but are not liable for delays caused by such events.

Performance Standards

Call Processing

Voice AI agents will process calls with an average latency of less than 2 seconds under normal conditions.

Transcription Accuracy

Transcriptions will achieve at least 95% accuracy for clear audio inputs, barring external factors (e.g., poor call quality).

Concurrent Calls

The Services will support the contracted number of concurrent calls (e.g., 100+ as agreed) without degradation, subject to usage within your plan limits.

Support Services

Availability

Enterprise clients receive 24/7 support via email, chat, and phone.

Response Times

Service Credits

Eligibility

If we fail to meet the 99.9% uptime commitment in a month, you may request a service credit.

Credit Calculation

• 99.5%–99.89% uptime: 10% of your monthly subscription fee
• 99.0%–99.49% uptime: 20% of your monthly subscription fee
• Below 99.0% uptime: 30% of your monthly subscription fee

Request Process

Submit a claim to helpdesk@800one.com within 30 days of the end of the affected month, including details of the downtime. Credits are applied to your next billing cycle.

Customer Responsibilities

• Compliance: You must use the Services in accordance with our Acceptable Use Policy and applicable laws (e.g., TCPA, GDPR).
• Usage Limits: Exceeding your contracted minute or call volume may impact performance and is not covered by this SLA.
• Support Access: Provide necessary access and information to assist us in resolving issues promptly.

Exclusions

This SLA does not apply to:

• Downtime caused by your misuse, third-party integrations, or failure to follow usage guidelines
• Trial periods or non-Enterprise plans
• Scheduled maintenance or uncontrollable events as defined above

Termination

You may terminate your Enterprise subscription without penalty if we fail to meet the 99.9% uptime commitment for three consecutive months, provided you notify us within 30 days of the third failure. See our Terms and Conditions for full details.

Changes to This SLA

We may update this SLA with 30 days' notice via email or our website. Changes apply to your next billing cycle unless otherwise stated.

Contact Us

For support or SLA inquiries:

• Email: helpdesk@800one.com
• Support Hours: Monday–Friday, 9 AM–5 PM PST

We're committed to delivering reliable Voice AI—let us know how we can support your success!