Service Level Agreement

Elav8 AI LLC is designed to provide commercially reasonable availability for the core hosted application. Any formal service credits, if offered, must be stated in a signed Service Order.

Availability measurements exclude scheduled maintenance, emergency maintenance, beta features, customer systems, customer misconfiguration, third-party integrations, carrier networks, AI model providers, payment processors, force majeure events, abuse mitigation, and suspensions under the Agreement.

Unless a signed Service Order states a specific service-credit remedy, this SLA is an operational target and does not create a credit, refund, penalty, or termination right.

Availability applies to the hosted application control plane, not to individual calls, texts, emails, campaigns, numbers, AI responses, third-party integrations, carrier approvals, or downstream recipient networks.

Support requests may be sent to support@aetheragent.app. Response times depend on severity, plan, business hours, and the information provided with the request.

Maintenance may be performed to preserve security, reliability, compliance, and performance. We aim to minimize disruption when practical.

Provider may perform emergency maintenance without advance notice where needed for security, legal compliance, abuse prevention, carrier requirements, data integrity, or operational stability.

Customer must provide reasonable information needed to diagnose an issue, including timestamps, affected users, affected numbers or campaigns, request IDs, error messages, and steps to reproduce where available.

Voice, SMS, email, campaign registration, number assignment, payment, and AI behavior depend on third-party systems. Carrier filtering, campaign approval, number provisioning, DNS propagation, model availability, and recipient networks are not fully controlled by Provider.

This SLA does not guarantee message delivery, call completion, lead conversion, approval by carriers, AI accuracy, or any revenue outcome.

Provider may route, reroute, throttle, pause, or degrade non-critical traffic to preserve platform integrity, comply with carrier or legal requirements, protect deliverability, or respond to suspected abuse.

Customer-side issues such as invalid DNS records, disconnected integrations, expired credentials, browser restrictions, device problems, blocked cookies, incorrect webhook URLs, lead-source quality, and missing consent records are outside this SLA.

Provider may classify incidents by severity based on customer impact, scope, workaround availability, security risk, and operational risk. Status updates may be provided by email, in-app notice, status page, or direct support communication.

Not every defect, delay, third-party outage, campaign rejection, carrier filtering event, or AI-quality issue is an availability incident. Provider may address non-availability issues through ordinary support, product updates, or customer configuration guidance.

SLA exclusions include misuse, unsupported configurations, beta features, free trials, customer-provided data or systems, failure to follow documentation, force majeure, scheduled or emergency maintenance, legal or carrier suspensions, security controls, payment failures, and third-party services.

Provider is not responsible for any failure caused by Customer content, consent posture, campaign details, lead quality, audience, recipient devices, recipient networks, spam reports, user error, or changes made by Customer or its vendors.