Service Level Agreement

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.

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\" means a period when the core HuskyVoiceAI Services are unavailable to Eligible Customers, excluding Exclusions listed in Section 4.

2.3 \"Core Services\"

\"Core Services\" refers to:

• Agent routing and call handling platform availability
• Customer dashboard access
• Core APIs required to operate inbound/outbound call flows (as applicable)

For avoidance of doubt, third-party carrier connectivity and third-party AI inference are addressed in Exclusions (Section 4).

3.1 Target Availability

HuskyVoiceAI will use commercially reasonable efforts to provide 99.9% Monthly Uptime Percentage for Eligible Customers (\"Target Availability\"), measured on a calendar-month basis.

4.1 Scheduled Maintenance

Planned maintenance windows, provided we give reasonable advance notice (typically via email or dashboard notice). We will aim to schedule maintenance during low-usage hours where feasible.

4.2 Telecom Carrier / PSTN / Network Issues

Outages or degraded performance attributable to third-party telecom carriers, PSTN routing, last-mile connectivity, or telecom provider outages (e.g., Twilio, Airtel, Tata Tele or downstream carrier networks).

4.3 Third-Party Provider Dependencies

Issues caused by third-party service providers outside our reasonable control, including AI inference providers and real-time media infrastructure providers.

4.4 Customer Environment or Misconfiguration

Issues caused by Customer systems, network, integrations, incorrect configuration, or use inconsistent with the Terms of Service or Acceptable Use Policy.

4.5 Force Majeure

Events beyond reasonable control (natural disasters, acts of government, war, large-scale internet outages, etc.).

4.6 Suspension for Policy/Payment Reasons

Suspensions due to non-payment, fraud, abuse, telecom misuse, or Acceptable Use Policy violations.

5.1 Credit Eligibility

If HuskyVoiceAI fails to meet the Target Availability in a given calendar month, Eligible Customers may request service credits as described below.

5.2 Service Credit Schedule

5.3 Credit Application

Service credits:

• Are applied to future invoices (not cash refunds)
• Are the sole and exclusive remedy for SLA breaches
• Do not apply to third-party pass-through fees (telecom usage, phone numbers, international calling, taxes)

5.4 Credit Cap

Total service credits in a single month shall not exceed 30% of monthly Enterprise platform fees.

6.1 Request Window

Customer must submit a credit request within 30 days of the end of the month in which the SLA event occurred.

6.2 How to Submit

Email: support@huskyvoice.ai

Subject: SLA Credit Request – [Customer Name] – [Month]

Include:

• Account/tenant identifier
• Approximate time window of impact
• Description of impact
• Any relevant logs/screenshots (if available)

6.3 Verification

We will verify requests against our internal monitoring and incident logs. Approved credits are applied on the next billing cycle where feasible.