This SLA forms part of the Master Services Agreement and applies to paid subscriptions in good standing.
1. Availability Commitment
9278.ai will use commercially reasonable efforts to make the core platform available at least 99.9%of the time each calendar month (“Monthly Uptime”), measured as (total minutes − Downtime minutes) ÷ total minutes. “Downtime” means sustained unavailability of core call-handling confirmed by our monitoring, excluding the Section 3 items.
2. Support Targets
- P1 — Critical (platform down / agents not answering): target first response 1 hour, 24×7.
- P2 — Major: target first response 4 business hours.
- P3 — Minor / question: target first response 1 business day.
Support channels: email support@9278.ai and the in-dashboard help, with critical (P1) support available 24×7.
3. Exclusions
Downtime excludes:
- scheduled or emergency maintenance (notified where practicable);
- issues caused by upstream carriers/SIP partners, the internet, power outages, or the Customer's configuration, prompts, or integrations;
- force majeure;
- suspension for breach or non-payment;
- beta features.
4. Service Credits
- Below target but ≥ 99.0% → 10% of the monthly fee.
- Below 99.0% but ≥ 95.0% → 25% of the monthly fee.
- Below 95.0% → 50% of the monthly fee.
Service credits are the Customer's sole and exclusive remedy for availability shortfalls. To claim, email support@9278.ai within 30 days of the affected month. Credits apply to future invoices and are not refunded in cash.
Contact
- Support: support@9278.ai
- Legal: legal@9278.ai
Ace Peak Invest Pte Ltd (9278.ai), 1 Scotts Road, #24-10, Shaw Centre, Singapore 228208.