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Service Level Agreement

Last updated: 17 June 2026

1. About this SLA

1.1 This Service Level Agreement (the "SLA") describes the service availability commitment and support commitments that Inteligencia Artificial Limited, a company registered in England & Wales (company no. 15667932), registered office Highdown House, 11 Highdown Road, Leamington Spa, Warwickshire, CV31 1XT, which operates ai-agent-calls.com ("we", "us", "our") offers for the Services.

1.2 This SLA is incorporated into, and forms part of, the ai-agent-calls.com Terms of Service (the "ToS"). It must be read together with the ToS, the Acceptable Use Policy, the Data Processing Agreement and the Privacy Policy. Capitalised terms used but not defined in this SLA have the meanings given to them in the ToS.

1.3 If there is any conflict between this SLA and the ToS, the ToS prevails, except where the ToS expressly states that this SLA governs.

2. Definitions

In this SLA:

2.1 "Availability" means the extent to which the core Platform is materially available to accept the Customer's instructions to configure and run Campaigns.

2.2 "Emergency Maintenance" means maintenance that we reasonably consider necessary to perform urgently to protect the security, integrity or stability of the Services, the Platform or any data, including the application of urgent patches or supplier-mandated changes.

2.3 "Measurement Period" means a calendar month.

2.4 "Scheduled Maintenance" means planned maintenance carried out in accordance with clause 8.

2.5 "Severity Level" means the classification of a support request in accordance with clause 5.

2.6 "Support Hours" means 09:00–18:00 UK time, Monday to Friday, excluding England & Wales public holidays.

2.7 "Third-Party Provider" means any third party whose products, services, networks or infrastructure the Services depend on or interoperate with, including (by category, and without naming any specific vendor): telephony and carrier providers; speech-to-text and text-to-speech (voice) providers; AI / large-language-model providers; cloud hosting and infrastructure providers; email and messaging providers; content-delivery, networking and connectivity providers; and any provider engaged as a Sub-processor.

2.8 Other capitalised terms (including "Services", "Platform", "Customer", "Authorised User", "Contact", "Call Recipient", "End User", "Compliance Pack", "Campaign", "Customer Data", "Sub-processor" and "AUP") have the meanings given to them in the ToS.

3. Scope

3.1 This SLA covers the availability of the core Platform that the Customer uses to configure, manage and run Campaigns.

3.2 This SLA does not cover any of the following, all of which are addressed by the as-is and dependency provisions in clause 6:

  • (a) the performance, availability, latency, quality or behaviour of any Third-Party Provider, including telephony, AI/voice, hosting, networking and email providers;
  • (b) the placing, connection, routing, completion, audio quality or deliverability of individual telephone calls, or any carrier behaviour, call blocking, spam/scam labelling, number reputation, answer rates or call outcomes;
  • (c) any beta, trial, evaluation, preview, free-of-charge or "as-available" feature, which is provided without any availability commitment;
  • (d) any issue caused by the Customer's own systems, devices, networks, configurations, integrations, credentials, Customer Data, contact lists or content; and
  • (e) any matter within an Excluded Period (clause 4.2).

4. Service availability

4.1 Best-efforts commitment. We aim to keep the Services available and reliable, and we will work to resolve any issues within our control as quickly as reasonably practicable. We do not currently guarantee a specific availability percentage or offer service credits.

4.2 Excluded Periods. The following are excluded when assessing availability and do not count as downtime:

  • (a) Scheduled Maintenance;
  • (b) Emergency Maintenance;
  • (c) any unavailability, interruption, slowness or degradation caused, in whole or in part, by any Third-Party Provider — including any outage, fault, latency, capacity limit, rate-limit, throttling, suspension, termination, policy or pricing change, deprecation or discontinuation by a Third-Party Provider;
  • (d) any unavailability, interruption, slowness or degradation caused, in whole or in part, by the Customer or any Authorised User, or by the Customer's systems, devices, networks, configurations, integrations, credentials, Customer Data, contact lists or content, or by the Customer's breach of the ToS or the AUP;
  • (e) any suspension of the Services that we are entitled to make under the ToS or the AUP (including for non-payment, security risk or unlawful or prohibited use);
  • (f) any event of Force Majeure (clause 6.4); and
  • (g) any matter outside the scope set out in clause 3.2.

5. Support

5.1 Channels. We provide support during Support Hours by email and/or the in-platform support channel. Support is available to the Customer's Authorised Users in respect of the Services.

5.2 Severity Levels and target response times. On receiving a support request during Support Hours, we will use best efforts to acknowledge and begin responding as quickly as reasonably practicable, prioritising requests according to their severity (from a critical outage of the core Platform through to general queries and feature requests). These are response targets only; they are not guaranteed resolution or fix times.

5.3 Best efforts, no fix guarantee. We will use best efforts to investigate and address reported issues, but we do not guarantee that any issue will be resolved within any particular time, or at all, and in particular we cannot guarantee resolution of issues that arise from, or depend on, any Third-Party Provider or the Customer's own systems, data or content.

5.4 We may reasonably classify and re-classify the Severity Level of a request. We may require the Customer's reasonable cooperation, information and access to investigate and resolve an issue, and target response times are paused while we await it.

6. As-is basis; dependence on Third-Party Providers; Force Majeure

6.1 Dependence on Third-Party Providers. The Customer acknowledges that the Services orchestrate and depend on Third-Party Providers (including telephony, AI/voice, hosting and connectivity providers) that we do not own or control. We are responsible only for our own platform. We are not responsible or liable for any downtime, degradation, act, omission, failure, outage, fault, latency, capacity limit, rate-limit, throttling, suspension, termination, policy or pricing change, deprecation or discontinuation by any Third-Party Provider, or by the public telephone network or the internet, even where it affects or prevents the provision of the Services. We will use reasonable efforts to mitigate such issues and to select reputable providers, but their availability is outside our control.

6.2 Calls, quality and deliverability. Without limiting clause 6.1, we do not warrant or guarantee that any call will connect, complete or be of any particular audio quality; that any number, voice or message will be delivered, answered or not blocked, throttled or labelled (including as spam or scam) by any carrier, network or recipient device; or any particular call outcome, answer rate or number reputation. Carrier behaviour, call routing and deliverability are outside our reasonable control.

6.3 As-is; no warranty. Except as expressly stated in the ToS and to the maximum extent permitted by law, the Services are provided "as is" and "as available", and we disclaim all warranties, conditions and representations of any kind, whether express, implied or statutory, including any implied warranty or condition of satisfactory quality, fitness for a particular purpose, accuracy or non-infringement. In particular, we do not warrant that the Services will be uninterrupted, timely, secure or error-free, that defects will be corrected, or that the Services will meet the Customer's requirements or be fit for any particular purpose. The Customer is responsible for its own configuration, integrations, Customer Data, contact lists, consent, lawful basis, Campaign content and regulatory compliance, as set out in the ToS and the AUP. Nothing in this clause 6.3 limits or affects any non-excludable statutory rights, or our data-protection obligations under the Data Processing Agreement and applicable law.

6.4 Force Majeure. We are not liable for any failure or delay in performing, or for any unavailability of, the Services to the extent caused by any event or circumstance beyond our reasonable control, including: act of God, fire, flood, earthquake, severe weather or natural disaster; epidemic or pandemic; war, terrorism, civil unrest, riot or sabotage; cyber-attack, denial-of-service attack, malware or other malicious third-party action; failure, outage, fault, suspension, termination, rate-limit, throttling, policy or pricing change, deprecation or discontinuation by any Third-Party Provider; failure or interruption of the internet, telecommunications, telephony, carrier, networking, power or hosting infrastructure; any change in, or action taken under, applicable law, regulation, regulatory guidance, court or governmental order, or a Third-Party Provider's policy or terms; strikes, labour disputes or shortages; any embargo, sanction or import/export restriction; and any government, court or regulatory action, sanction, ban, suspension, withdrawal or order (in any country) that restricts, suspends, withdraws or shuts down a Third-Party Provider, or any AI model or service we rely on, or makes it unavailable in a jurisdiction (each a "Force Majeure" event). If a Force Majeure event continues for thirty (30) consecutive days, either party may exercise any termination rights set out in the ToS.

7. Limitation of liability

7.1 This clause 7 must be read together with, and is subject to, the limitation of liability clause in the ToS, which governs the parties' overall liability. In the event of any conflict between this clause 7 and the limitation of liability clause in the ToS, the ToS prevails.

7.2 Subject to clause 7.4, and to the maximum extent permitted by law, we are not liable to the Customer, whether in contract, tort (including negligence), breach of statutory duty or otherwise, for any: (a) loss of profits, revenue, business, contracts, anticipated savings, sales or opportunity; (b) loss of or damage to goodwill or reputation; (c) loss, corruption or unavailability of data; (d) wasted expenditure; or (e) indirect, special or consequential loss or damage — in each case however arising and even if foreseeable or if we were advised of the possibility.

7.3 Subject to clause 7.4, our total aggregate liability arising out of or in connection with this SLA and the availability of the Services is limited as, and capped at the amount, set out in the limitation of liability clause of the ToS. This SLA does not create any additional or separate liability cap; the ToS cap applies to liability under this SLA.

7.4 Liabilities that are NOT excluded or limited. Nothing in this SLA (including clauses 6 and 7) excludes or limits, or purports to exclude or limit, any liability that cannot lawfully be excluded or limited, including: (a) death or personal injury caused by our negligence; (b) fraud or fraudulent misrepresentation; and (c) any other liability that cannot be excluded or limited under applicable law. Where any provision of this SLA would otherwise exclude or limit such a liability, it is read down only to the extent necessary so that the liability is not excluded or limited.

8. Maintenance

8.1 Scheduled Maintenance. We aim to carry out Scheduled Maintenance during off-peak hours and to give the Customer reasonable advance notice (target: at least 24–48 hours) by email and/or in-platform notice. Scheduled Maintenance is an Excluded Period and does not count as downtime.

8.2 Emergency Maintenance. We may carry out Emergency Maintenance at any time without prior notice where we reasonably consider it necessary. We will use reasonable efforts to notify the Customer as soon as practicable. Emergency Maintenance is an Excluded Period and does not count as downtime.

9. Changes to this SLA

9.1 We may update or amend this SLA from time to time in accordance with the change/amendment provisions of the ToS. The version in force is identified by the "Last updated" date at the top of this document. Continued use of the Services after an update takes effect constitutes acceptance of the updated SLA.

10. Governing law and jurisdiction

10.1 This SLA and any dispute or claim (including non-contractual disputes or claims) arising out of or in connection with it or its subject matter are governed by, and construed in accordance with, the laws of England and Wales, and the parties submit to the exclusive jurisdiction of the courts of England and Wales, consistent with the ToS.