Uptime Commitment:

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

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.

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.

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.

Availability:

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

Response Times:

Critical Issues (complete service outage)

• Initial response within 1 hour.High Priority (major feature failure)
• Response within 4 hours.Standard Issues (general inquiries)
• Response within 24 hours.

Resolution:

Critical issues within 4 hours, high-priority issues within 24 hours.

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%: 10% of your monthly subscription fee.
• 99.0%–99.49%: 20% of your monthly subscription fee.
• Below 99.0%: 30% of your monthly subscription fee.

Request Process:

Submit a claim toteam@dialora.ai within 30 days of the end of the affected month, including details of the downtime. Credits are applied to your next billing cycle.

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.