This Service Level Agreement ("SLA") applies to customers subscribing to InBroadVision's Enterprise-tier plan ("you," "your") provided by InBroadVision ("InBroadVision," "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
InBroadVision 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
| Issue Type | Initial Response | Target Resolution |
|---|---|---|
| Critical Issues (complete service outage) |
Within 1 hour | Within 4 hours |
| High Priority (major feature failure) |
Within 4 hours | Within 24 hours |
| Standard Issues (general inquiries) |
Within 24 hours | N/A |
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 team@inbroadvision.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: team@inbroadvision.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!