Service Level Agreement (SLA).

1. 99.9% Inbound Telephony Uptime Commitment

CallCourty AI commits to maintaining a Monthly Uptime Percentage of at least 99.9% for its core inbound telephony ingestion network, speech-to-text processing pipeline, and webhook dispatch gateways during each monthly billing cycle.

Calculation: Monthly Uptime Percentage is calculated as follows:

*99.9% monthly availability corresponds to less than 43.8 minutes of unplanned downtime per calendar month across our core telephony infrastructure.

2. Exclusions from Downtime

Downtime is defined as the total minutes during which our core telephony gateways fail to receive inbound SIP calls or fail to initiate audio streaming. Downtime explicitly excludes any unavailability resulting from:

• Scheduled Maintenance: Maintenance windows announced at least forty-eight (48) hours in advance, performed during off-peak weekend hours (typically 12:00 AM – 4:00 AM Central Time).
• Emergency Security Maintenance: Unscheduled urgent patching required to remediate critical vulnerabilities or carrier security directives (not to exceed 60 minutes per month).
• Third-Party Carrier & Telco Failures: Outages or routing failures caused by upstream cellular carriers (AT&T, Verizon, T-Mobile), local exchange carriers, or general public Internet routing failures beyond our control.
• Subscriber Configuration Errors: Misconfigurations of Subscriber's PBX, call forwarding rules, office telephone trees, or firewall filters.
• Force Majeure: Acts of God, war, civil disturbance, cyber terrorism, or distributed denial-of-service (DDoS) attacks exceeding reasonable mitigation capacities.

3. Conversational Speech Latency Target

Our neural voice pipeline operates with a target median Time-to-First-Audio (TTFA) of under 250 milliseconds under standard PSTN/SIP carrier conditions. This minimizes conversational pause time and prevents unnatural caller delay.

Note: Latency is subject to the caller's mobile cellular reception and network transit hops. Latency exceeding 250ms due to degraded caller cellular connectivity does not constitute a service failure under this SLA.

4. Fail-Safe Telephony Rollover Architecture

To ensure that no high-value legal claimant or panicked jail caller is lost during an unexpected network event:

• Multi-Carrier SIP Failover: Telephony traffic automatically reroutes between secondary carrier trunks (Twilio Super Network and Telnyx) in under 500 milliseconds upon carrier gateway impairment.
• Automated Ring-Through Rollover: If our voice AI engine fails to initialize within two (2) rings, the carrier trunk automatically executes a secondary SIP rollover directly to Subscriber's designated emergency on-call cellular number.

5. Service Credits & Remedies

If CallCourty AI fails to meet the 99.9% Uptime Commitment during any billing month, Subscriber is eligible to receive a Service Credit applied against future subscription invoices:

Credit Request Procedure: To claim a Service Credit, Subscriber must submit a written ticket to support@callcourty.com within thirty (30) days of the month in which the downtime occurred, including approximate dates, times, and affected numbers. Service Credits are non-refundable, cannot be exchanged for cash, and constitute Subscriber's sole and exclusive remedy for any failure to meet the SLA.

6. Incident Severity & Support Response SLA

CallCourty AI provides technical support subject to the following response targets: