Voice AI Service Level Agreement
AiDial’s standard availability commitment for hosted production voice AI services, including what is covered, how availability is measured, what is excluded, and how to request an SLA review.
The Service Level We Are Promising
For covered production voice AI services, AiDial will use commercially reasonable efforts to meet a 99.5% monthly availability target. This promise is about AiDial-controlled hosted voice AI service availability, not every connected carrier, CRM, booking system, internet service, or customer-managed system.
Monthly Target
Covered production voice AI services should be available for at least 99.5% of eligible minutes in a calendar month.
If The Target Is Missed
AiDial reviews the incident, works to restore or improve the affected service, provides reasonable information about the cause where appropriate, and applies any eligible service credit under the tiers shown here.
Service Credits
Credits apply to the affected monthly AiDial service fee as a future invoice credit, not a cash refund, and only for verified AiDial-controlled downtime.
How Availability Is Measured
Availability is measured only for covered production voice AI services. Scheduled maintenance, emergency maintenance, customer-caused issues, third-party service interruptions, and events outside AiDial’s reasonable control are excluded from the calculation.
Availability Formula
Verified Downtime
Verified downtime means minutes during which covered production voice AI services were unavailable due to an AiDial-controlled platform issue.
If a signed customer agreement sets different service levels, support terms, exclusions, remedies, or claim requirements, that agreement takes precedence.
What Is Not Included And How To Request A Review
The SLA is deliberately scoped to the AiDial-hosted voice AI service. It does not promise availability for third-party telecommunications, connected software, customer infrastructure, or events outside AiDial’s reasonable control.
Not Included
- Carrier networks, SIP providers, phone numbers, and call routing outside AiDial's reasonable control.
- Customer internet access, local phone systems, CRM, booking, calendar, payment, DNS, hosting, or other customer-managed tools.
- Third-party AI, speech, messaging, calendar, booking, or CRM services that AiDial depends on but does not control.
- Unsupported integrations, exceeded usage limits, unpaid accounts, customer instructions, customer configuration, beta or trial features, maintenance windows, internet routing issues, or suspension under the customer agreement.
Requesting An SLA Review
- Use the support channel named in your signed agreement.
- If no channel has been agreed, email hello@aidial.com.au with SLA Review Request in the subject line.
- Include the affected service, business name, contact details, approximate date and time of impact, caller examples where available, and relevant screenshots, logs, or error messages.
- Remove or mask confidential information before sending logs or examples.
