This SLA defines the service levels for the SimpleAgentix platform and remedies when they are missed.
1. Availability
99.9% monthly uptime for platform core services, excluding scheduled maintenance (notified 24h ahead) and events beyond reasonable control.
2. Latency
Voice-to-workflow initiation under 2 seconds under standard network conditions; agent task mirrors in the dashboard in near-real time.
3. Support Response
Email/voice support: first response within 24 hours. Critical incidents: response within 2 hours, status updates every 4 hours.
4. Credits
Unplanned downtime beyond 0.1%/month earns service credits: 5% of the monthly fee per full 1% shortfall, capped at 20%, applied as coin credit.
SimpleAgentix Private Limited · Shri Krishna Pally, Anulya, Ranaghat, Nadia, West Bengal, India — 741255
Questions: grievance@simpleagentix.com · +91 83710 88108