This Service Level Agreement ("SLA") describes service availability targets and service credit remedies for eligible customers of HuskyVoiceAI (a product from AppEQ). This SLA applies only to Enterprise-plan customers or customers with an executed Order Form that explicitly references this SLA ("Eligible Customers").
Scope & Eligibility
1.1 Enterprise-Only
This SLA applies only to customers on HuskyVoiceAI's Enterprise plan or customers with an executed Order Form that explicitly references this SLA ("Eligible Customers").
1.2 Other Plans
Customers not on the Enterprise plan are provided the Services on an "as available" basis under the Terms of Service and are not eligible for service credits under this SLA.
1.3 Order of Precedence
If there is a conflict between this SLA and the Terms of Service, this SLA governs only with respect to availability measurement and service credits.
Definitions
2.1 Monthly Uptime Percentage
Monthly Uptime Percentage is calculated as: (Total minutes in the month − Downtime minutes) ÷ Total minutes in the month × 100
2.2 Downtime
Downtime is any continuous period of 5 minutes or more during which the Services are unavailable (i.e., Eligible Customers cannot establish new connections or maintain existing connections to the platform).
2.3 Service Availability
Services are deemed available when they can accept new connections and maintain active connections for more than 5 minutes continuously.
Availability Targets
AppEQ commits to the following monthly uptime targets for Eligible Customers:
Service Credits
If AppEQ fails to meet the Availability Target in any calendar month, Eligible Customers are entitled to service credits as follows:
99.0% – 99.4%
10% monthly credit
95.0% – 98.9%
25% monthly credit
90.0% – 94.9%
50% monthly credit
Below 90.0%
100% monthly credit
Credit Claims Process
Claim Deadline
Claims must be submitted within 30 calendar days following the month in which the downtime occurred. Claims submitted after 30 days will not be considered.
Submission
Claims must be submitted by contacting support@huskyvoi.com with the subject "SLA Credit Claim" and must include evidence of downtime and affected period(s).
Credit Application
Credits are applied as a reduction to the next month's invoice or, if the service is cancelled, as a credit toward the final invoice.
Exclusions
This SLA does not apply to downtime caused by:
- • Third-party service failures (telephony carriers, internet providers)
- • Customer misconfiguration or misuse of the Services
- • DDoS attacks, security incidents, or force majeure events
- • Planned maintenance communicated 30+ days in advance
- • Beta or trial features designated as non-production
Failure Notification
AppEQ will notify Eligible Customers of significant availability issues via email, dashboard alerts, and status page updates at status.huskyvoi.com within a reasonable timeframe following detection.
Sole Remedy
Service credits are the sole remedy for any failure to meet availability targets. Maximum aggregate credits in any 12-month period shall not exceed 100% of fees paid in that period. This SLA states AppEQ's entire liability for any unavailability.
Contact
For SLA credit claims or questions about this agreement, contact:
support@huskyvoi.com
Subject: "SLA Credit Claim"