1. Scope of Services
Voxr provides AI-powered voice automation, CRM integration, and partner enablement tools to authorized Licensees. The services are made available on a subscription basis,subject to the Licensee’s compliance with the Voxr Licensee Terms and Conditions.
2. Availability Commitment
Voxr endeavors to maintain 99.9% monthly uptime for its core platform,excluding:
Planned maintenance (with at least 48 hours’ notice),
Force majeure events, including but not limited to natural disasters, cyberattacks, system-wide outages of upstream providers (e.g., AWS, GCP, Azure), and government-imposed service restrictions.
Voxr makes no guarantees of uninterrupted access and disclaims liability for circumstances beyond its reasonable control.
3. “AS IS” Disclaimer and Service Nature
All Voxr services are provided on an “AS IS” and “AS AVAILABLE” basis. No express or implied warranties are made regarding platform availability, uptime continuity, or fitness for any particular purpose.
Except as outlined in this SLA, no representations or guarantees are made concerning uptime or resolution times. Use of the Voxr platform is at the Licensee’s sole risk and responsibility.
4. Service Credit Eligibility
In the event of an unplanned outage exceeding four (4) consecutive hours (outside the exclusions listed in Section 6), the Licensee may be eligible for service credits under the following terms:
1/30th of the monthly subscription fee per qualifying day of disruption.
If downtime exceeds 24 hours, an additional 2/30th credit is applied per extra day.
Maximum credit is capped at 75% of the monthly subscription fee in any given billing cycle.
All credits are applied to future invoices and have no cash value.
5. Support Levels and Response Times
Voxr offers business-hours support (Mon–Fri, 9 AM–5 PM EST) via email or its support portal. Issues are triaged based on severity:
Priority P1, Critical outage (system down), Response Time: Within 1 hour, Resolution Goal: Within 4 hours
Priority P2, Major issue (functionality disrupted), Response Time: Within 4 hours, Resolution Goal: Within 24 hours
Priority P3, Minor issue (non-urgent bug or query), Response Time: Within 24 hours, Resolution Goal: Within 5 business days
Issues must be submitted via the Voxr support portal with all necessary detail.
6. Exclusions from Service Credits
No service credits shall apply in the following cases:
Downtime or degraded performance caused by third-party platforms, including but not limited to Twilio, GoHighLevel (GHL), internet service providers, or external CRMs.
Misuse, misconfiguration, or unauthorized changes made by the Licensee or its users
Service disruptions caused by non-payment, account suspension, or breach of agreementForce majeure events or government-mandated restrictions.
Emergency updates, abuse prevention measures, or necessary system interventions by Voxr.
Issues must be submitted via the Voxr support portal with all necessary detail.
7. Credit Request Process
Service credit requests must be submitted within 7 calendar days of the affected incident.
Voxr will confirm or deny eligibility within 10 business days following a review of logs and internal metrics.
Voxr’s determination of credit eligibility shall be final and non-negotiable.