Service Level Agreement
Our commitment to providing reliable, high-quality AI receptionist services. This SLA outlines our uptime targets and service credit policy.
Effective: December 21, 2025|Last updated: December 26, 2025
1. Introduction
This Service Level Agreement ("SLA") describes the service levels BuzzrdAI commits to provide to customers. This SLA applies to all paid BuzzrdAI subscription plans.
We understand that your business depends on reliable phone answering. This SLA demonstrates our commitment to maintaining the high availability and performance you expect.
2. Service Availability
99.9% Uptime Target
We target 99.9% monthly uptime for our AI receptionist service, ensuring your calls are answered reliably.
Uptime Commitment: BuzzrdAI targets 99.9% monthly uptime for core AI receptionist functionality, which includes:
- Ability to receive and answer inbound phone calls
- AI voice interaction functionality
- Call recording and transcript generation
- Dashboard access for viewing calls and leads
How We Calculate Uptime: Monthly uptime percentage is calculated as: ((Total Minutes in Month - Downtime Minutes) / Total Minutes in Month) × 100
Downtime is defined as any period during which the core service is unavailable to receive or process calls, excluding scheduled maintenance and exclusions listed below.
3. Performance Metrics
We monitor the following metrics to ensure service quality:
| Metric | Target | Measurement |
|---|---|---|
| Platform Uptime | 99.9% | Core service availability per month |
| Call Answer Rate | 99.5% | Calls answered within 3 rings |
| Notification Delivery | 99.9% | Email/SMS sent within 60 seconds of call end |
| Dashboard Response Time | <500ms | 95th percentile page load time |
| Transcript Availability | <5 min | Time from call end to transcript availability |
4. Scheduled Maintenance
Maintenance Windows
We schedule maintenance during low-traffic periods to minimize impact on your business. You'll be notified in advance.
Maintenance Window: Scheduled maintenance typically occurs during low-traffic hours (2:00 AM - 6:00 AM Eastern Time) on weekends.
Advance Notice: We provide at least 48 hours notice for scheduled maintenance via email and dashboard notification. Emergency maintenance may be performed with shorter notice if required to prevent service degradation.
Maintenance Exclusion: Scheduled maintenance windows are excluded from uptime calculations, provided proper notice was given.
5. Service Credits
If we fail to meet our uptime commitment, you may be eligible for service credits:
| Monthly Uptime | Service Credit |
|---|---|
| 99.9% - 99.5% | No credit (within acceptable range) |
| 99.5% - 99.0% | 10% of monthly subscription fee |
| 99.0% - 95.0% | 25% of monthly subscription fee |
| Below 95.0% | 50% of monthly subscription fee |
Maximum Credit: Total service credits in any billing month will not exceed 50% of that month's subscription fee. Service credits are applied to future invoices and are not redeemable for cash.
6. Exclusions
SLA Exclusions
Certain events outside our control are excluded from uptime calculations and service credit eligibility.
The following are excluded from uptime calculations and do not qualify for service credits:
- Force Majeure: Natural disasters, acts of war, terrorism, government actions, or other events beyond our reasonable control
- Scheduled Maintenance: Properly notified maintenance windows
- Customer Actions: Issues caused by your configuration, incorrect call forwarding setup, or misuse of the service
- Third-Party Failures: Outages of third-party services (phone carriers, internet providers) not contracted by BuzzrdAI
- Alpha/Beta Features: Any features explicitly marked as alpha, beta, or experimental
- Account Suspension: Periods during which your account was suspended for non-payment or policy violations
7. Claiming Service Credits
How to Claim
Submit credit requests within 30 days of the incident. We'll review and apply eligible credits to your account.
To request a service credit:
- Submit within 30 days: Credit requests must be submitted within 30 days of the end of the month in which the downtime occurred
- Contact support: Email support@buzzrdai.com with the subject line "SLA Credit Request"
- Include details: Provide the dates and times of the downtime you experienced, along with any relevant details
- Review process: We will review your request within 10 business days and notify you of the outcome
If approved, credits will be applied to your next billing cycle. You must be in good standing (current on payments, not in violation of Terms of Service) to receive credits.
8. Support Response Times
We're Here to Help
Our support team is committed to responding promptly to your inquiries and resolving issues quickly.
We provide email support for all customers. Target response times for support inquiries:
| Priority | Description | Response Target |
|---|---|---|
| Critical | Service completely unavailable, calls not being answered | 4 hours |
| High | Major feature not working, significant impact on operations | 8 hours |
| Normal | General questions, minor issues, feature requests | 24 hours |
Response times are measured during business hours (Monday-Friday, 9 AM - 6 PM Eastern Time, excluding US holidays).
9. Changes to This SLA
We may update this SLA from time to time. Changes that materially reduce our service commitments will be notified at least 30 days in advance via email.
The version of the SLA in effect at the time of a service incident will govern credit eligibility for that incident.
10. Contact Us
For questions about this SLA, to report an outage, or to request service credits, please contact us:
Email us at
support@buzzrdai.comRepPreps, LLC d/b/a BuzzrdAI | 7901 4TH ST N, STE 300, ST. PETERSBURG, FL 33702
Effective: December 21, 2025|Last updated: December 26, 2025