Ansora Service Level Agreement (SLA)

01Who and What This Covers

This Service Level Agreement (SLA) applies to Ansora clients on an active, paid subscription in good standing. It describes the availability, support, and response-time targets for the Ansora AI receptionist service — the AI voice agent that answers your calls, books appointments, sends follow-up texts, and handles the automations we set up for your business.

Ansora is a Florida-based company (Miami, FL). If anything here conflicts with your signed service agreement, the service agreement controls. Terms like caller data, subprocessors, and data handling are defined in our Privacy Policy and Terms of Service.

02Availability Target

We target 99.9% monthly availability for the parts of the platform Ansora directly controls — the AI voice orchestration, appointment booking, follow-up messaging, and your Ansora dashboard. In a 30-day month, 99.9% works out to roughly 43 minutes of allowable downtime for the Ansora-controlled layer.

Important honesty note: your phone service depends on more than just Ansora. Calls travel over third-party telephony carriers (such as Twilio), the public phone network, and the wider internet. We do not control those networks and cannot guarantee their uptime. Our 99.9% target measures the availability of the Ansora platform itself, not the carriers or public infrastructure that sit between your caller and us. We choose reliable providers and design for resilience, but outages on their side are outside this target.

03What "Downtime" Means

For this SLA, "downtime" means a period when the Ansora-controlled platform is unavailable so that inbound callers cannot be answered by the AI receptionist and no working fallback (such as forwarding to your line or voicemail) is in place, and the cause is within Ansora's control.

Downtime is measured in whole minutes from when we confirm the issue (through our monitoring or your report) until service is restored. Brief, isolated glitches on a single call, or slowness that does not prevent calls from being handled, are not counted as downtime.

04What Does Not Count Against the Target

To keep our commitment honest, some events are outside our control and are excluded when we calculate availability:

• Scheduled maintenance performed within an announced window (see Section 5).
• Outages, congestion, or degradation caused by third-party telephony carriers, the public switched telephone network, the public internet, or upstream subprocessors (for example, Twilio, Deepgram, our LLM providers, Supabase, or Stripe).
• Force majeure — events beyond our reasonable control, such as natural disasters, widespread network or power failures, government action, or major cloud-provider outages.
• Client-side issues, such as misconfigured call forwarding on your end, a ported or disconnected number outside our control, incorrect DNS or calendar settings you manage, or your own account being suspended for non-payment.
• Problems caused by changes you or a third party you authorize make without coordinating with Ansora.
• Suspension of service for a violation of your service agreement or acceptable-use terms.
• Beta, preview, or experimental features clearly labeled as such.

05Scheduled Maintenance

We occasionally need to update, patch, or improve the platform. Whenever possible we perform this work in low-traffic hours and design it to be seamless, with no interruption to live calls.

For maintenance we expect to be noticeable, we aim to give you advance notice by email or through your dashboard. Our targets:

• Standard maintenance windows are targeted for overnight and weekend hours (U.S. time zones), when call volume for most local service businesses is lowest.
• For planned maintenance likely to affect service, we aim to give at least 48 hours' notice.
• Emergency maintenance — for urgent security or stability fixes — may happen with little or no notice, but we keep it as short as possible and follow up with an explanation.
• Time spent in an announced maintenance window does not count against the availability target.

06Support Response-Time Targets

When you need us, you can reach us at hello@ansora.net (and any priority channel we set up for your account). We triage every request by how much it affects your business and target an initial human response — an acknowledgment and next step, not necessarily a full fix — within these windows during business hours (Monday–Friday, U.S. Eastern time, excluding U.S. holidays):

• Urgent (service down / calls not being answered): same business day, and we begin working the issue as our top priority. For live, business-impacting outages we treat response as immediate during business hours.
• High (major feature broken, but calls are still being handled): within one business day.
• Normal (a question, a non-urgent bug, or a minor issue): within two business days.
• Low (general questions, feature ideas, routine change requests): within three business days.
• These are response-time targets, not guaranteed resolution times — some fixes depend on a third party (for example, a carrier) and take longer to fully resolve.

07Incident Communication

If a significant issue affects your service, we tell you what's happening rather than leaving you guessing. During an active incident we aim to acknowledge it, share what we know, and give you a realistic sense of timing.

For major incidents, once service is restored we follow up with a plain-English summary of what happened, what we did, and what we're changing so it's less likely to recur. We monitor the platform proactively so that, in many cases, we catch and address problems before you notice them.

08Failover and Call Continuity

We design the service so that a problem on our side does not have to mean a missed call. As part of your setup we configure sensible fallbacks so callers still reach your business.

Depending on how your account is set up, these safety nets can include:

• Fallback routing so that if the AI receptionist cannot answer, calls forward to a number you choose (such as your existing business line or an on-call phone) or go to voicemail.
• Redundancy across the platform components we control, so a single failure is less likely to take the whole service down.
• Reliable, established subprocessors for telephony and voice, chosen in part for their own uptime track records.
• Preservation of your configuration and data so service can be restored quickly after an interruption.
• We'll review your specific fallback plan with you during onboarding and can adjust it as your needs change.

09Tuning and Change Requests

Your AI receptionist is a system we maintain for you, not something you're left to configure alone. In your first week live, we actively tune the agent based on real calls. After that, you can request changes — updated hours, new services, script tweaks, booking rules, follow-up messaging, and similar adjustments — by contacting us.

Typical turnaround targets for change requests (these are goals, and complex changes may take longer):

• Simple changes (hours, greeting wording, a phone number, a small script tweak): typically within one to two business days.
• Moderate changes (new booking rules, added services, adjusted follow-up flows): typically within three to five business days.
• Larger changes (significant new automations or integrations): we'll scope the work with you and agree on a timeline before starting.
• Urgent corrections — for example, the agent stating something incorrect on live calls — are treated as high priority and addressed as quickly as we can, ahead of routine requests.

10Your Part in Keeping Service Reliable

A few things on your side help us hold these targets, and some are outside our control:

• Keep call forwarding, your phone number, and any calendar or scheduling connections we rely on set up the way we configured them.
• Let us know promptly when something looks wrong, using hello@ansora.net or your priority channel, so the clock starts and we can act.
• Keep your account current — service can be suspended for non-payment, which is excluded from the availability target.
• You're responsible for legally required caller notices and consents (such as call-recording disclosure and TCPA consent for outbound texts). We provide the tooling — including a configurable spoken disclosure — to make that turnkey, but the underlying obligation is yours as the business.

11Remedies and Service Credits

We stand behind our targets. If we fall short of the availability commitment in a given month due to a failure within our control, contact us and we will work with you on a remedy. Where a service credit is offered in your order form or service agreement, credits are applied against future monthly fees, are the exclusive remedy for missed availability targets, and require that your account be in good standing and that you request the credit within a reasonable time after the affected month; if your agreement does not state a credit, remedies are handled case by case in good faith.

Separately, 30-Day Catch Guarantee: if Ansora isn't answering your calls and booking real appointments in your first 30 days, we keep working at no charge until it is — or you get your setup fee and first month back. That guarantee covers our effort and the delivery of a working receptionist — it is not a promise of specific revenue or business results, which vary by business. This SLA describes availability and support commitments; it does not guarantee any particular sales, bookings, or outcomes.

A note on our roadmap: we are working toward SOC 2 (in progress, not yet certified) and continue to invest in reliability. Any uptime and turnaround numbers in this document are good-faith targets, not absolute guarantees.

12Changes to This SLA and How to Reach Us

We may update this SLA as our service evolves. If we make a material change that reduces a commitment, we'll give active clients reasonable notice. The current version, with its effective date, always governs.

Questions about this SLA, or need to report an issue? Email us at hello@ansora.net.

This document is written in plain English for clarity. It is not legal advice, and it should be reviewed by a qualified attorney before you rely on it.