Service Level Agreement
Effective date: May 28, 2026
This Service Level Agreement describes the uptime commitment Verdiex makes for the Hearline service. It is incorporated into and forms part of the Master Services Agreement.
1. Uptime target
Verdiex targets 99.9 percent monthly uptime for the AI voice receptionist (the Dedicated Number answering inbound calls).
99.9 percent uptime equals approximately 43 minutes of allowable downtime per month.
2. What counts as downtime
Downtime is defined as a period where:
- Inbound calls to the Customer's Dedicated Number are not answered by the AI Agent within 30 seconds, OR
- The AI Agent picks up but is unable to process the call due to upstream infrastructure failure
Downtime does NOT include:
- Scheduled maintenance announced at least 48 hours in advance (capped at 4 hours per quarter)
- Force majeure events (natural disasters, carrier outages, regional internet failures)
- Customer caused issues (call forwarding misconfigured on the Customer's end, billing lapses)
- Third party service provider outages outside Verdiex's reasonable control (Twilio, Vapi, Anthropic, Cartesia, Deepgram)
3. Measurement
Uptime is measured monthly via:
- Vapi's call success metrics
- Twilio's call status logs
- Verdiex internal monitoring
Downtime is calculated from the moment the issue is detected (via monitoring or Customer report) to the moment the Service is restored.
4. Service credits
If Verdiex fails to meet the 99.9 percent monthly target, the Customer is entitled to the following service credits, applied to the following month's invoice:
| Monthly uptime | Service credit |
|---|---|
| 99.9 percent or higher | None (target met) |
| 99.0 percent to 99.89 percent | 5 percent of monthly subscription fee |
| 95.0 percent to 98.99 percent | 15 percent of monthly subscription fee |
| Below 95.0 percent | 30 percent of monthly subscription fee |
Service credits are not refundable in cash; they are applied to the next billing cycle. Maximum service credit in any month is 30 percent of the monthly subscription fee. Setup fees are not eligible for service credits.
5. Claiming a credit
The Customer must request a service credit within 30 days of the affected month by emailing [email protected] with:
- The dates and times of the alleged downtime
- Any supporting evidence (screenshots, missed call records)
Verdiex will respond within 5 business days with the credit determination.
6. Exclusive remedy
The service credits described in this SLA are the Customer's sole and exclusive remedy for any Service unavailability.
7. Status communication
Verdiex commits to:
- Notifying the Customer via email and SMS within 30 minutes of identifying a service affecting outage
- Publishing real time status updates during outages
- Providing a post incident summary within 48 hours of resolution for any outage exceeding 15 minutes
8. Changes
Verdiex may update this SLA with 14 days advance notice. The current version is always available at this URL.