Legal · v1
Service Level Agreement
Service Level Agreement (SLA) — v1
Version: v1. Published by EmberDial LLC, a California limited liability company. This SLA describes the service-level target and support response tiers that EmberDial commits to use commercially reasonable efforts to meet for the Service. It is informational and is not a contractual guarantee in this initial release. Capitalized terms not defined here have the meanings given in the Master Services Agreement (MSA).
1. Uptime Target
EmberDial targets 99.5% Monthly Availability of the Service. A 99.5% monthly target corresponds to approximately 3.6 hours of permitted unavailability per calendar month. This is a target, not a contractual guarantee — see Section 6.
2. Definition of Downtime
For purposes of this SLA, the Service is considered "Down" when, for a period of five (5) consecutive minutes or more, authenticated Customers are unable to place outbound calls or receive inbound calls through the EmberDial web application due to a fault in infrastructure operated by EmberDial.
Monthly Availability = (Total Minutes in the Month − Total Down Minutes in the Month) / (Total Minutes in the Month), expressed as a percentage.
3. What Does Not Count as Downtime
Downtime does not include unavailability caused by:
- Scheduled maintenance within the standard maintenance window described in Section 5.
- Emergency maintenance reasonably necessary to protect the security, integrity, or availability of the Service or Customer Data, for which EmberDial will give as much advance notice as is reasonably practicable.
- Upstream carrier or third-party infrastructure failures beyond EmberDial's reasonable control, including failures of Telnyx LLC, Amazon Web Services, the public Internet, or other downstream telecommunications carriers.
- Customer-side issues, including Customer's internet connectivity, local networks, browsers, devices, credentials, misconfiguration, exceeding posted usage limits, violation of the AUP, or other Customer action or inaction.
- Force majeure events as described in the MSA (acts of God, war, terrorism, civil unrest, epidemic, pandemic, government action, etc.).
- Beta, preview, or early-access features that EmberDial has identified as such in the Documentation.
- Suspensions imposed under the MSA or AUP (for example, suspension for non-payment or for a compliance violation).
- Brief intermittent issues resolved within five (5) consecutive minutes.
4. Support Response Tiers
EmberDial will use commercially reasonable efforts to provide an initial human response to support requests within the following windows. "Business hours" means Monday through Friday, 9:00 a.m. to 6:00 p.m. U.S. Eastern Time, excluding U.S. federal holidays.
| Priority | Definition | Target First Response |
|---|---|---|
| P0 | Production is down for all users — total outage of the dialer. | 1 hour during business hours; best-effort outside business hours. |
| P1 | A major feature is broken or significantly degraded for most users (e.g., recording fails, lead import broken, dashboard unavailable). | 4 business hours. |
| P2 | A minor feature is degraded, or a cosmetic issue exists, with workarounds available. | Next business day. |
These tiers refer to first response, not resolution. Resolution times depend on the nature and complexity of the issue. EmberDial commits to communicate status updates at a reasonable cadence until resolution.
5. Maintenance Windows
Standard window: EmberDial may perform scheduled maintenance on Sundays between 2:00 a.m. and 4:00 a.m. U.S. Eastern Time. Maintenance in this window is not considered Downtime.
Non-standard window: For maintenance outside the standard window, EmberDial will give at least 48 hours' advance notice by email to Customer's administrator-of-record and/or via an in-product banner, except in the case of emergency maintenance, for which EmberDial will give as much notice as is reasonably practicable.
6. No Service Credits in This Initial Release
For clarity: this SLA is not a contractual guarantee in this initial release. The uptime target and response targets stated above are commercial-reasonable-efforts commitments, and EmberDial does not commit to service credits, refunds, or any other monetary remedy for failure to meet them. Customer's sole and exclusive remedy for dissatisfaction with the Service's availability or support is to terminate the MSA for convenience under Section 9.2 of the MSA.
EmberDial intends to publish a future version of this SLA that introduces service credits as EmberDial's operational track record matures. That future version will be backed by the MSA and will apply on a prospective basis.
7. How to Report Incidents
Customers should report incidents and support requests by email to support@emberdial.com. Include the approximate time the issue began, a description of the symptoms, the URL or feature affected, the user(s) affected, and any relevant screenshots or error messages. For P0 incidents, Customer may additionally call the support number published in the Documentation if one is available.
8. Status Page
EmberDial may publish service status, incident postmortems, and scheduled-maintenance notices at a public status page linked from emberdial.com. The status page is informational; the authoritative measure of Monthly Availability is EmberDial's internal monitoring records.
9. Definitions
- Service — the EmberDial cloud-based AI-assisted dialer platform as defined in the MSA.
- Customer — the entity that has signed the MSA and is current on Fees.
- Monthly Availability — as defined in Section 2.
- Down / Downtime — as defined in Section 2, subject to the exclusions in Section 3.
- P0 / P1 / P2 — as defined in Section 4.
10. Modifications
EmberDial may modify this SLA from time to time. Material changes will be announced through email to Customer's administrator-of-record or by in-product banner at least 30 days before they take effect. Non-material changes may take effect on posting.
End of Service Level Agreement v1.