Service Level Agreement

1. Uptime commitment

Swiftlee commits to 99.9% monthly uptime for the call routing platform, measured per calendar month. "Uptime" means the Swiftlee API responds with a successful status code AND inbound calls to provisioned numbers are answered (by AI assistant or human agent per the customer's configuration).

Uptime is measured by an independent external monitor that probes the public health endpoint every minute and publishes the result at getswiftlee.com/status.

Exclusions — the following do NOT count against uptime:

• Scheduled maintenance announced at least 48 hours in advance
• Force majeure: natural disasters, regional internet outages, DDoS attacks of unusual scale
• Outages of third-party providers (Vapi, Telnyx, Supabase, Vercel) where Swiftlee has no operational control — Swiftlee will communicate proactively but the time is excluded from uptime calculations
• Customer-caused outages: incorrect routing configuration, prompt engineering that causes the AI to loop, suspended billing

2. Service credits

If monthly uptime falls below 99.9%, the customer is eligible for service credits applied to the next billing cycle:

• 99.0% – 99.9%: 10% of the monthly base fee
• 95.0% – 99.0%: 25% of the monthly base fee
• Below 95.0%: 50% of the monthly base fee, plus the customer may terminate the contract without penalty

Credits are not cash refunds. They apply against future invoices. Customers must request credits within 30 days of the affected month by emailing support@getswiftlee.com. Credits are limited to the value of the affected monthly fee — they do not extend to consequential damages, lost revenue, or third-party claims.

3. Support response times

Support is available via email at support@getswiftlee.com. Initial response targets:

• P1 (critical) — service unavailable, all calls failing: 1 hour business hours, 4 hours off-hours
• P2 (high) — feature degraded, some calls affected: 4 hours business hours, next business day off-hours
• P3 (normal) — questions, change requests, minor bugs: 1 business day
• P4 (low) — feature requests, cosmetic issues: 3 business days

Business hours are 9am–6pm Pacific Time, Monday through Friday, excluding US federal holidays. P1 incidents trigger off-hours paging.

4. Data retention & recovery

Call recordings and transcripts are retained per the customer's configured retention policy (default: 90 days), then permanently deleted via daily purge cron.

Database backups are maintained via our infrastructure provider (Supabase) with point-in-time recovery for the most recent 7 days (Pro tier). For longer recovery horizons, customers requiring extended retention may request a custom data-retention addendum at standard rates.

5. Security & compliance

See our Security page for current technical controls. HIPAA-mode customers must have a signed Business Associate Agreement on file before transmitting any PHI through the platform.

6. Changes to this SLA

Swiftlee may update this SLA from time to time. Material changes (reduction of uptime commitment, reduction of service credits) will be communicated to customers via email at least 30 days before the effective date. Continued use after the effective date constitutes acceptance.