Service Level Agreement

Draft for legal review. Every number in this SLA is a proposal for the owner to approve or change (D08 to D12). iCall has not launched yet, so no uptime history exists. Nothing here is a promise until the owner approves it and the SLA is published as approved.

1. Scope

This SLA applies to paying customers of iCall, the AI phone assistant from KCall LLC. It covers the production service: the assistant answering and placing calls, and the iCall workspace and its control API. It does not apply to the free demo, trials, pilots under a separate letter, or beta features marked as such. Pilot customers get best-effort support until the order form says the SLA applies.

2. Definitions

• Month means a calendar month in Tbilisi time (UTC+4).
• Covered service means the ability of the assistant to answer an inbound call on a number connected to iCall and to place scheduled outbound calls, and the ability of an authorised user to sign in to the workspace.
• Downtime means a period of at least [5 consecutive minutes · to be confirmed] in which the covered service is not available to you, measured by our monitoring (synthetic test calls and workspace checks every minute).
• Availability is the percentage of minutes in the month that are not downtime.
• Scheduled maintenance means maintenance announced as set out in section 5.

3. Availability target

We aim for monthly availability of at least [99.5% (about 3 hours 40 minutes of downtime in a 30-day month); 99.9% would allow about 43 minutes · to be confirmed].

Downtime includes failures of the AI model providers and hosting providers we choose to use. It does not include the exclusions in section 4.

Our recovery planning aims at a restore time of no more than 4 hours and no more than 24 hours of data loss in a major failure. These are internal engineering targets that we measure. They are not commitments and do not give rise to credits.

4. What is not downtime

• scheduled maintenance within the limits of section 5
• problems with your phone carrier, SIP trunk, PBX, internet connection, devices or integrations you connect
• calls that cannot be completed because the caller's network or the receiving party failed
• your misuse, breach of the AUP, exhausted package minutes or spending limits you set, or a suspension permitted by the terms
• events beyond our reasonable control that we could not avoid with normal care, such as war, disaster, public power or network failures, or government action
• features marked planned, beta or preview

5. Maintenance

• Scheduled maintenance happens in the window [Sunday 03:00 to 06:00 Tbilisi time · to be confirmed], announced at least [48 hours · to be confirmed] ahead by email and in the workspace.
• Scheduled maintenance that exceeds [4 hours in a month · to be confirmed] counts as downtime.
• Emergency maintenance to fix a security or stability problem may happen at any time with as much notice as is practical and counts as downtime if the covered service is unavailable.
• We drain live calls before a restart where possible, so that calls already in progress are not cut off.

6. Support

Support is provided by KCall in Georgian and English.

• Channel

  Email [support email · to be confirmed]

  Hours

  Monday to Friday, [10:00 to 19:00 Tbilisi time (UTC+4) · to be confirmed], except Georgian public holidays

  Use for

  all questions and reports

• Channel

  Phone or messenger line [support phone or messenger, to be set · to be confirmed]

  Hours

  the same hours

  Use for

  urgent questions

• Channel

  Severity 1 line [24 hours a day, 7 days a week, on call · to be confirmed]

  Hours

  always

  Use for

  service down

The support hours are our business hours. A report received outside them is treated as received when the next support period starts, except for Severity 1.

7. Response targets

Severity is set by us with your input, based on its impact. Response means a person from our team acknowledges the report and starts work, not that the issue is solved.

• Severity

  1 Critical

  Meaning

  No calls can be answered, or the assistant is unusable for all callers

  First response

  [30 minutes, 24/7 · to be confirmed]

  Updates

  [every hour · to be confirmed]

  Target to restore or work around

  [4 hours · to be confirmed]

• Severity

  2 High

  Meaning

  Major function broken or badly degraded, workaround exists

  First response

  [2 business hours · to be confirmed]

  Updates

  [every 4 business hours · to be confirmed]

  Target to restore or work around

  [1 business day · to be confirmed]

• Severity

  3 Normal

  Meaning

  Minor problem, limited impact

  First response

  [1 business day · to be confirmed]

  Updates

  [every 2 business days · to be confirmed]

  Target to restore or work around

  [5 business days · to be confirmed]

• Severity

  4 Question

  Meaning

  How-to, request, suggestion

  First response

  [2 business days · to be confirmed]

  Updates

  as needed

  Target to restore or work around

  not applicable

Restore targets are goals, not guarantees. Credits depend only on availability under section 8.

8. Service credits

If monthly availability falls below the target, you can claim a credit against future fees for the affected month:

• Monthly availability

  below the target and at least 99.0%

  Credit, share of the monthly fee for that month

  [10% · to be confirmed]

• Monthly availability

  below 99.0% and at least 95.0%

  Credit, share of the monthly fee for that month

  [25% · to be confirmed]

• Monthly availability

  below 95.0%

  Credit, share of the monthly fee for that month

  [50% · to be confirmed]

• The total credit for a month is capped at [50% · to be confirmed] of that month's monthly fee. Usage fees, telephony and SMS are not credited.
• You must claim in writing within [30 days · to be confirmed] after the end of the month, with the dates and times you saw. We will check against our monitoring and reply within [10 business days · to be confirmed].
• Credits are applied to your next invoice. They are not paid out in cash, except on the last invoice of an ended agreement.
• Credits are your only financial remedy for a failure to meet the availability target. If availability is below [95% · to be confirmed] in two months in a row, you may end the agreement with written notice and we refund prepaid fees for the unused period.

9. Reporting and status

We keep monthly availability figures and will give them to you on request. A public status page and incident history are planned and will be announced when available. Incidents that affect security or personal data are handled under the incident notification commitment.

10. Changes

We may improve this SLA at any time. A change that makes it worse for you takes effect after the notice period in the terms of service.