Service Level Agreement

1. Scope

This Service Level Agreement ("SLA") applies to customers on the Business plan or an Enterprise contract. Starter and Pro customers receive best-effort service without an uptime commitment.

2. Uptime Commitment

DialAct commits to 99.9% monthly uptime for the voice answering service on the Business plan and on Enterprise contracts. Uptime is measured as the percentage of minutes in a calendar month during which inbound calls can be received and answered by the AI agent.

3. Exclusions

Uptime calculations exclude: (a) scheduled maintenance windows communicated at least 24 hours in advance; (b) outages caused by third-party providers (Twilio, Stripe, Supabase, Vercel, or other infrastructure partners); (c) force majeure events; (d) customer-initiated configuration changes that cause degradation.

4. Service Credits

If monthly uptime falls below the committed level, customers may request a service credit equal to 5% of their monthly subscription fee per full percentage point below the commitment, up to a maximum of 30% of the monthly fee. Credits are applied to the next billing cycle and are the sole remedy for uptime failures.

5. How to Claim

To request a credit, email hello@dialact.app within 14 days of the end of the affected calendar month. Include your organisation name and a description of the downtime. We will respond within 5 business days.

6. Support Response Times

• Starter and Pro plans: Email support, with a reply within 1 business day
• Business plan and Enterprise: Priority email support, with a reply within 4 business hours
• All plans: Critical outages — acknowledged within 2 hours during business hours (09:00–18:00 GMT)

7. DialAct Contact Centre

DialAct Contact Centre contracts are Enterprise contracts, so the uptime commitment in section 2 and the service credits in section 4 apply to them. Each contract states its number of lines: the calls the AI agents take at the same time, run on capacity set aside for Contact Centre customers. Callers beyond those lines wait in a queue that tells them their place and offers a callback. Support response times, contacts for urgent issues and any further commitments are agreed in each Contact Centre contract.

8. Monitoring

Real-time platform status is available at dialact.app/status. Customers on the Business plan or Enterprise can subscribe to incident notifications by emailing hello@dialact.app.

9. Changes to This SLA

DialAct reserves the right to update this SLA with 30 days' notice. Continued use of the service after the notice period constitutes acceptance of the updated terms.

10. Governing Law

This SLA is governed by the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.