VoiceRun Enterprise Service Level Agreement and Support Terms

This SLA applies to production Services purchased under a mutually executed Order Form incorporating this version. It establishes monthly availability commitments, service credits, persistent-failure termination rights and support response targets. It does not apply to self-service plans solely because this page is publicly available.

1Covered services and targets

Each purchased Service is measured separately. Availability of one Service does not compensate for another's outage. Preview, beta, free and test environments are excluded unless expressly covered by an Order Form. A purchased production function does not lose coverage merely because it depends on another VoiceRun component.

2Measurement

2.1 Window and calculation. Availability is measured by calendar month in UTC, or the portion of that month during which the Service is purchased and enabled for production. Eligible Minutes are minutes in that period after removing only the excluded intervals in Section 3. Unavailable Minutes are Eligible Minutes during which Customer cannot materially use the purchased core function because of a failure of the covered Service. Monthly Availability equals 100 multiplied by (Eligible Minutes minus Unavailable Minutes), divided by Eligible Minutes. If no Eligible Minutes exist, no availability percentage or credit is due for that period. Minutes are not counted twice because several components failed at the same time.

2.2 Functional availability. Realtime availability includes the ability to establish and handle calls, execute the purchased agent or orchestration function and perform the agreed transfer within VoiceRun's scope. For Nonrealtime Services, availability includes a functioning system for valid job submission, processing, management and result access. An endpoint returning a response does not make a failed processing system available. Ordinary training duration, expected queueing within documented purchased capacity, or an individual job's legitimate validation error or lack of model improvement is not downtime. An outage that materially prevents Customer's use counts even if other customers are unaffected.

2.3 Evidence. VoiceRun will use monitoring, incident and platform records and reasonably consider Customer's contemporaneous logs, affected call or job identifiers, timestamps and other evidence. Customer may request a reasonable explanation of the calculation. VoiceRun's records are not conclusive where credible contrary evidence shows an error. No minimum incident duration applies before a qualifying outage is counted.

3Exclusions and provider responsibility

An interval is excluded only to the extent the unavailability is caused by: Customer-controlled systems or unauthorized Customer changes; Customer's use contrary to Documentation or agreed capacity; a lawful suspension under the Agreement; maintenance meeting Section 4; an underlying public cloud infrastructure outage outside VoiceRun's reasonable control despite commercially reasonable redundancy and recovery measures; or an outage or unavailability of an external LLM, speech-to-text, text-to-speech or other model provider outside VoiceRun's reasonable control, subject to the following paragraph. VoiceRun must reasonably substantiate the cause and excluded duration. A concurrent failure within VoiceRun's responsibility is not excluded merely because an external event also occurred.

VoiceRun remains responsible for its own integration, routing, orchestration and any failover mechanisms included in the agreed Service scope. Unavailability caused or prolonged by a failure of those VoiceRun components counts to the extent their proper operation would have avoided that unavailability, including by routing to an available, authorized fallback provider. Failover does not guarantee uninterrupted availability of external providers, and the unavailability of all authorized providers does not by itself establish a failure of VoiceRun's failover mechanisms. This exclusion applies to the availability calculation, service credits and persistent-failure rights under this SLA; it does not excuse VoiceRun's separate support, data-protection, confidentiality or security obligations.

There is no blanket exclusion for other third-party services, a provider being separately paid by Customer, or general force majeure. A failure solely in Customer's independently operated carrier, network or contact-center system outside the purchased VoiceRun scope is a Customer-system dependency; VoiceRun's own integration failure remains covered. Customer-directed restrictions on fallback and any resulting variation of the agreed Service scope or SLA must be expressly recorded in the Order Form.

4Maintenance

VoiceRun will provide at least 24 hours' notice of planned maintenance where practicable, state the expected impact and duration, and use commercially reasonable efforts to minimize disruption. Only downtime reasonably necessary within the notified maintenance window is excluded as planned maintenance. Emergency maintenance needed to address an urgent security or stability risk is exempt from advance notice; VoiceRun will give prompt notice where feasible and limit disruption to what is reasonably necessary. Routine failures may not be relabeled as maintenance to avoid the SLA. Time beyond the stated window counts unless independently excluded under another provision.

5Service credits

5.1 Basis. The credit applies to fees paid or payable for the affected Service in the affected month, including the reasonably allocated monthly portion of a prepaid or minimum subscription commitment. It excludes taxes, Professional Services, implementation fees and third-party charges paid directly by Customer. If an annual or bundled minimum exceeds usage charges, the parties will allocate its applicable monthly share to the affected Service using the Order's stated allocation or a reasonable allocation based on agreed standalone prices or historical billed share. The same fees cannot receive duplicate credits. The maximum availability credit is 50% of the affected Service fees for that month.

5.2 Claims. Customer must request a credit through the agreed support or account channel within 30 days after the end of the affected calendar month, identifying the Service, outage dates and reasonably available supporting details. VoiceRun will review the claim reasonably and communicate its calculation. A validated credit will be applied to the next practicable invoice. Customer remains responsible for undisputed amounts; requesting a credit does not waive a timely invoice dispute.

5.3 Minimum commitments and expiry. Credits reduce amounts Customer otherwise owes and count as payment toward the applicable minimum commitment; they cannot be clawed back through a minimum-spend true-up. A credit for prepaid usage restores the corresponding unused value without counting the same payment twice. If the affected Service terminates with no further invoice against which a valid credit can be used, the unused credit will be refunded. Credits do not authorize withholding unrelated fees.

6Persistent failure

If a covered Service misses its availability target in two consecutive calendar months or in any three months within a rolling six-month period, Customer may terminate that affected Service by written notice within 30 days after the end of the month that completes the threshold. This right is based on actual availability and does not depend on Customer having claimed every monthly credit. VoiceRun will make the relevant availability information reasonably available; a notice deadline is extended to the extent VoiceRun's delay in providing necessary information prevents a timely informed notice.

Termination may be effective on notice or on a later transition date the parties agree. VoiceRun will refund prepaid fees attributable to the unprovided affected Service and release the corresponding future commitment. The remaining Services and commitments continue. Shared commitments are allocated under the Enterprise Services Agreement. Customer may receive earned credits for prior periods and an unused-fee refund for later periods without double recovery for the same fees. The right does not require an additional material-breach cure period.

Service credits and this affected-service termination right are Customer's exclusive contractual remedies for an availability miss as such. They do not displace remedies for a separate breach of confidentiality, security, data protection, no-training or other independent obligations arising from the same incident, subject to the Agreement's liability limits and no double recovery.

7Support

Response means a human acknowledgment and commencement of investigation or appropriate handling, rather than an automated receipt. These are initial response targets, not guaranteed resolution times. Business days are Monday through Friday, excluding US federal holidays, with business hours 9 a.m. to 5 p.m. US Eastern Time, unless the Order Form specifies a different schedule. A business-day response target runs within that schedule. Support is provided in English unless otherwise agreed.

Customer will use the support channel supplied during onboarding and the urgent escalation method designated for Severity 1 issues, provide reasonable diagnostic information and maintain an available contact for a critical incident. VoiceRun and Customer will reasonably cooperate on severity classification; VoiceRun may not downgrade an issue contrary to its actual impact merely to avoid a target. VoiceRun will provide appropriate progress updates for critical incidents. Failure to meet a response target does not itself create an additional availability credit or a fixed resolution guarantee, but the Agreement's other express obligations remain applicable.