Service Level Agreement (SLA)
Oravoice.io - Voice AI Services
Last Updated: December 2025
This Service Level Agreement ("SLA") applies to customers subscribed to eligible Oravoice.io plans ("you", "your"). This SLA outlines Oravoice's commitments related to service availability, performance, and support for our AI voice agent services (the "Services").
This SLA is supplemental to and governed by Oravoice's Terms & Conditions. In the event of a conflict, the Terms & Conditions shall prevail.
Service Availability
Uptime Commitment
Oravoice targets 99.9% monthly uptime for the Services, excluding Scheduled Maintenance and Uncontrollable Events.
Measurement
Uptime is calculated as the percentage of total minutes the services are operational, as measured by Oravoice's monitoring systems.
Scheduled Maintenance
Notification
We provide at least 48 hours' advance notice of scheduled maintenance via email or in-app notifications whenever reasonably possible.
Timing
Scheduled maintenance is generally performed outside standard business hours to minimize customer impact.
Exclusion
Scheduled maintenance periods are not counted as downtime for SLA calculations.
Uncontrollable Events
Definition
Uncontrollable Events include circumstances beyond Oravoice's reasonable control, such as:
- Uncontrollable Events include circumstances beyond Oravoice's reasonable control, such as:
- Internet backbone failures
- Third-party service or telephony provider outages
- Security incidents requiring emergency mitigation
Downtime caused by such events is excluded from uptime calculations.
Mitigation
Oravoice will make reasonable efforts to restore service as quickly as possible but is not responsible for delays caused by these events.
Performance Standards
Call Processing
Under normal operating conditions, Oravoice voice agents are designed to process calls with minimal latency and stable call quality.
Transcription Accuracy
Oravoice aims for high transcription accuracy for clear audio inputs. Accuracy may vary based on audio quality, accents, background noise, or third-party telephony factors.
Concurrent Call Capacity
The Services support concurrent calls based on your subscribed plan and agreed usage limits. Performance may be affected if usage exceeds contracted limits.
Support Services
Availability
Support availability depends on your subscribed plan:
- Enterprise plans: 24/7 support via email and chat
- Non-Enterprise plans: Business-hours support
Response Time Targets
- Critical issues (complete service outage): Initial response within 1 hour
- High-priority issues (major feature impact): Initial response within 4 hours
- Standard issues (general inquiries): Initial response within 24 hours
Resolution Targets
Resolution times vary by issue severity and complexity. Oravoice will provide progress updates for ongoing incidents.
Service Credits
You agree to:
- Use the Services in compliance with Oravoice's Acceptable Use Policy and all applicable laws (including telecommunication and data protection regulations)
- Stay within contracted usage limits
- Provide timely access, information, and cooperation required to investigate and resolve service issues
Exclusions
This SLA does not apply to:
- Downtime caused by customer misuse, misconfiguration, or unauthorized modifications
- Failures of third-party integrations or telephony providers
- Trial periods, beta features, or non-production environments
- Scheduled Maintenance or Uncontrollable Events
Termination
If Oravoice fails to meet the uptime commitment for three consecutive months, eligible Enterprise customers may terminate their subscription without penalty by providing written notice within 30 days of the third occurrence.
Changes to This SLA
Oravoice may update this SLA from time to time. Material changes will be communicated via email or the website. Updates take effect at the start of the next billing cycle unless otherwise stated.
Contact Us
For SLA or support-related inquiries, please contact:
Email: team@oravoice.io
Support Hours: As per your subscribed plan