This Service Level Agreement ("SLA") forms part of the applicable agreement governing the Customer's use of HuskyVoiceAI. It applies only where the Customer's plan, Order Form, Master Services Agreement, or other signed agreement expressly includes or incorporates this SLA.
The service provider under this SLA is the HuskyVoiceAI legal entity identified in the applicable Agreement or Order Form, which may be APPEQ INC or APPEQPLUS INDIA PRIVATE LIMITED.
Scope & Eligibility
1.1 Eligible Customers
This SLA applies to Customers whose applicable plan, Order Form, or signed Agreement expressly includes or incorporates this SLA ("Eligible Customers").
1.2 Other Customers
Customers whose applicable plan or Agreement does not include this SLA are not eligible for the service-credit remedies described here unless otherwise agreed in writing.
1.3 Order of precedence
If this SLA conflicts with an applicable signed Order Form, Master Services Agreement, or other customer-specific agreement, the customer-specific signed document controls to the extent of the conflict. Otherwise, this SLA governs availability measurement and service-credit remedies for the Covered Service.
Definitions
Monthly Uptime Percentage: the percentage of Total Monthly Minutes during which the Covered Service is available, excluding Excluded Downtime.
Total Monthly Minutes: the total number of minutes in the applicable calendar month during which the Eligible Customer is subscribed to the Covered Service.
Downtime: a period during which the Covered Service is materially unavailable to the Eligible Customer, as measured using HuskyVoiceAI's relevant monitoring, platform, incident, and service records.
Included Downtime: Downtime that is not Excluded Downtime under Section 7.
Excluded Downtime: unavailability resulting from the events and circumstances described in Section 7 and therefore excluded from the Monthly Uptime Percentage calculation.
Service Credit: a monetary credit calculated as a percentage of the applicable monthly recurring fees for the affected Covered Service, as described in Section 5.
Covered Service & Measurement
"Covered Service" means the production HuskyVoiceAI platform components expressly included in the applicable plan, Order Form, or Agreement and operated by the applicable HuskyVoiceAI service provider for the Eligible Customer.
Unless expressly included in writing, the Covered Service does not include the independent availability of Customer systems, Customer-selected carriers, public internet connectivity, third-party systems controlled by the Customer, or optional integrations outside HuskyVoiceAI's reasonable control.
Monthly Uptime Percentage is calculated as:
(Total Monthly Minutes − Included Downtime Minutes)
÷ Total Monthly Minutes × 100
HuskyVoiceAI may use its platform monitoring, infrastructure logs, carrier records, incident records, and other reasonably relevant operational data to determine availability.
Short or intermittent interruptions may be aggregated where they form part of the same underlying incident or materially prevent normal use of the Covered Service. The SLA is not intended to exclude repeated material interruptions merely because each individual interruption is brief.
Monthly Availability Target
HuskyVoiceAI commits to the following monthly availability target for Eligible Customers:
Monthly uptime target
99.5%
Measured over the applicable calendar month
Allowable downtime
0.5%
Approximately 3.4–3.7 hours depending on month length
Measurement window
Calendar month
Subject to Excluded Downtime
Service Credits
If the Monthly Uptime Percentage for the affected Covered Service falls below 99.5% in a calendar month, an Eligible Customer may receive a Service Credit according to the following schedule:
How the Service Credit is calculated
The percentage above is applied to the monthly recurring subscription or platform fees paid or payable for the affected Covered Service for the applicable calendar month. It is a monetary invoice credit, not an automatic grant of additional usage credits or calling minutes.
Unless the applicable Order Form states otherwise, the Service Credit base excludes taxes, one-time setup fees, onboarding or professional-services fees, pass-through telecom charges, and separately purchased usage top-ups or usage units.
If a Customer's recurring plan fee includes bundled usage credits or included minutes, the Service Credit percentage is applied to the recurring plan fee itself, not to the number of bundled usage credits or included minutes.
For determining the applicable Service Credit tier, Monthly Uptime Percentage is calculated using the underlying availability data without rounding the result upward into a higher availability tier.
Total Service Credits for a single calendar month will not exceed 100% of the applicable monthly recurring fees for the affected Covered Service.
Credit Claims
6.1 Claim deadline
A Service Credit claim must be submitted within 30 calendar days after the end of the month in which the relevant Downtime occurred, unless the applicable Agreement provides a different claim period.
6.2 Submission
Claims should be sent to support@huskyvoice.ai with the subject "SLA Credit Claim".
The claim should identify the Customer account, approximate incident date and time, affected service, and a brief description of the issue. HuskyVoiceAI may use its own monitoring and service records to verify the claim and may request reasonably available supporting information where necessary.
6.3 Credit application
Approved Service Credits are ordinarily applied to the next invoice for the affected Covered Service. If there is no future invoice, the credit may be applied against amounts outstanding or otherwise handled as specified in the applicable Agreement or Order Form.
Excluded Downtime
The Monthly Uptime Percentage excludes unavailability caused by circumstances outside the Covered Service or outside HuskyVoiceAI's reasonable control, including:
- Customer systems, Customer applications, Customer networks, Customer-configured integrations, or Customer-selected telecommunications providers
- Customer misuse, unsupported configuration, unauthorized changes, or failure to follow documented technical requirements
- Public internet, telecommunications, or third-party infrastructure failures outside HuskyVoiceAI's reasonable control
- Force majeure events or widespread internet, cloud, carrier, power, or network disruptions beyond HuskyVoiceAI's reasonable control
- Security incidents, attacks, or abusive traffic requiring protective action, to the extent not caused by HuskyVoiceAI's failure to maintain its agreed safeguards
- Scheduled maintenance communicated with reasonable prior notice, ordinarily at least 72 hours where practicable
- Emergency maintenance reasonably required to address a material security, integrity, or availability risk, with notice as soon as reasonably practicable
- Beta, trial, preview, sandbox, proof-of-concept, or expressly non-production features
- Suspension permitted under the applicable Agreement, including for non-payment, unlawful use, security risk, or material breach
The use of a third-party supplier by HuskyVoiceAI does not, by itself, automatically make an incident Excluded Downtime. The exclusion depends on whether the affected dependency was outside HuskyVoiceAI's reasonable control and whether the applicable Order Form or Agreement expressly includes that dependency within the Covered Service.
Incident Communication
HuskyVoiceAI will use commercially reasonable efforts to notify affected Eligible Customers of material availability incidents after confirming the incident and will provide material status updates until restoration where practicable.
Notification may be provided through email, dashboard notifications, account communications, or another designated incident communication channel depending on the nature of the incident and the systems available at that time.
Remedy & Agreement Relationship
Except where the applicable Agreement or Order Form expressly provides otherwise, the Service Credits described in this SLA are the Customer's sole and exclusive monetary remedy for HuskyVoiceAI's failure to meet the Monthly Uptime Target.
Nothing in this SLA modifies any exclusions, limitations of liability, indemnities, termination rights, security obligations, data-protection obligations, or other remedies expressly provided in the applicable Agreement.
This SLA does not expand the service provider's aggregate liability beyond the limits agreed in the applicable Agreement.
Contact
Security incidents should be reported separately to security@huskyvoice.ai.
