SLA
This SLA applies to all standard and pilot engagements. It complements the Terms of Service and is the source of truth for what we commit to and what happens when we miss.
Targets
| Metric | Target | Notes |
|---|---|---|
| Agent uptime | 99.5% | Measured monthly, excluding upstream carrier outages |
| Pickup latency | < 2s | From ring to first agent word, 95th percentile |
| Lead delivery | < 60s | From call end to CRM / email push |
| Tuning response | < 24h | Business days, Mon–Fri Kampala time |
| Incident response | < 1h | Critical outages, 24/7 |
What happens if the agent fails
Every deployment has a failover path. If our agent doesn't pick up within 6 seconds, the call routes back to your existing line (voicemail, mobile, on-call tech). You configure that destination during onboarding. We will never silently drop a call.
Monitoring
We monitor every call leg, transcript delivery, and CRM push in real time. If a metric breaches its target we open an incident, notify you within 1 hour, and post updates until resolution. Monthly uptime is reported to you on the 1st of the following month.
Credits when we miss
If monthly agent uptime falls below 99.5%, we credit 10% of that month's retainer for every 0.5 percentage point below target, up to 50% of the month. Credits apply automatically to the next invoice — you don't have to ask.
What's excluded
The targets above don't apply to outages caused by your carrier or CRM, your downstream systems being unreachable, scheduled maintenance announced 48 hours in advance, or events outside our reasonable control (regional internet outages, force majeure).
How to reach us in an incident
Email hailanthorne@gmail.com with subject "INCIDENT" or call +256 752 190 591. Pilot clients also get a direct WhatsApp line shared at kickoff.
As we scale we'll publish a public status page. Until then, incident history is available on request.