Service Level Agreement

If Voiceyfy is down, your phone is not being answered, and that costs you jobs. This page sets out what we commit to, how we measure it, and what you get back when we miss.

Uptime commitment

We target 99.9% monthly availability for call answering on paid plans. That works out to roughly 43 minutes of allowable downtime in a 30-day month.

Availability is measured against the call answering path specifically: an inbound call reaching the platform, being answered by your agent, and the conversation completing. Dashboard, analytics and reporting features are covered by a separate 99.5% target, since an outage there does not stop calls being answered.

What does not count as downtime

• Scheduled maintenance announced at least 48 hours ahead, capped at four hours per month and scheduled outside 9 AM to 9 PM IST
• Outages at your telecom provider, or a number that has not been correctly forwarded to Voiceyfy
• Failures inside a third-party system you have connected, such as a CRM or calendar
• Suspension for non-payment, or for use that breaches our Terms of Service
• Events genuinely outside our control, including nationwide network or cloud provider failures

Support response targets

Support runs Monday to Saturday, 9 AM to 8 PM IST, on Email usmoc.aidniyfyeciov@aidni and +91 93476 21511. Critical issues are monitored around the clock.

• Critical, meaning calls are not being answered at all: first response within 1 hour, worked continuously until resolved
• High, meaning a core function such as booking or handoff is broken: first response within 4 working hours
• Normal, meaning a question or a non-blocking defect: first response within one working day
• Low, meaning a feature request or general guidance: first response within three working days

Growth and Professional plans get priority queueing and a named point of contact for critical issues.

Service credits

If monthly availability for call answering falls below the target, you can claim a credit against the following month:

• Below 99.9% and at or above 99.0%: 10% of that month's fee
• Below 99.0% and at or above 95.0%: 25% of that month's fee
• Below 95.0%: 50% of that month's fee

Credits are the remedy for missed availability, and they are applied to future invoices rather than paid out in cash. Where an outage runs past 24 consecutive hours, our refund policy applies instead and you can ask for money back.

Claiming a credit

Email Email usmoc.aidniyfyeciov@aidni within 30 days of the end of the affected month with your account name and the dates and times you saw the problem. We check it against our monitoring and apply approved credits to the next invoice.

Status and incident reporting

Live platform status is published on our system status page. Incidents affecting call answering are posted there as they are being worked on, and a summary of what happened follows once the issue is closed.