Service Level Agreement

1. Scope and Applicability

This Service Level Agreement (“SLA”) is part of the agreement between HandyMack Tech & Home Services LLC, operating the StrideVoice product, and Customers who subscribe to the StrideVoice AI phone agent platform. This SLA governs the availability commitments and service credit remedies for the core Services.

The availability commitments in this SLA apply as follows:

This SLA is subject to the StrideVoice Terms of Service. Capitalized terms not defined here have the meanings given in the Terms of Service.

2. Definitions

“Monthly Uptime Percentage”

The total minutes in a calendar month minus the total Downtime minutes in that month, divided by the total minutes in the month, expressed as a percentage. Calculated per calendar month.

“Downtime”

A period during which the AI phone agent functionality is completely unavailable to answer inbound calls (i.e., calls are not being answered by the AI agent and no voicemail fallback is operational), measured from when the Customer submits an incident report or when StrideVoice internal monitoring detects the outage, whichever is earlier. Downtime does not include degraded performance or partial service disruptions.

“Scheduled Maintenance”

Maintenance activity for which StrideVoice has provided at least 48 hours’ advance notice via the status page (status.stridevoice.com) or email. Scheduled Maintenance periods are excluded from Downtime calculations.

“Emergency Maintenance”

Unplanned maintenance required to address a critical security vulnerability or prevent imminent service degradation. Emergency Maintenance is excluded from Downtime calculations if it does not exceed 60 minutes per calendar month.

“Service Credit”

A credit applied to future invoices as compensation for an SLA violation, calculated as described in Section 5.

3. Service Availability Commitment

For Customers on Growing Teams and Full Crews plans, StrideVoice commits to a Monthly Uptime Percentage of at least 99.9% for the core AI phone agent answering functionality (the ability for the AI agent to answer inbound calls and process conversations).

A 99.9% Monthly Uptime commitment corresponds to a maximum of approximately 43.8 minutes of unscheduled Downtime per calendar month.

The following components are covered by this SLA:

• Inbound call answering and AI conversation processing;
• Call transcript generation and delivery to the Customer dashboard;
• Customer dashboard (console.stridevoice.com) availability for account management.

The following are not covered by this SLA:

• Performance or accuracy of AI responses (quality is not guaranteed);
• Third-party telephony infrastructure (Telnyx) beyond StrideVoice’s control;
• Integration features (calendar sync, CRM connections, etc.);
• SMS delivery rates (carrier-dependent).

4. Measurement and Reporting

StrideVoice measures service availability using internal monitoring systems that check the health of core services at regular intervals. Monthly uptime reports are available to Customers upon request.

StrideVoice maintains a public status page at status.stridevoice.com where Customers can view:

• Current service status for each platform component;
• Active incidents and their current status;
• Historical uptime data and incident postmortems;
• Scheduled maintenance windows.

Customers are encouraged to subscribe to status page notifications to receive real-time alerts about incidents and maintenance.

5. Service Credits

If StrideVoice fails to meet the Monthly Uptime commitment in a given calendar month, eligible Customers may request a Service Credit according to the following schedule:

Service Credits are calculated as a percentage of the Customer’s base monthly subscription fee for the affected month. Credits do not apply to overage charges, add-on fees, or any other amounts billed.

Total Service Credits issued for any single calendar month will not exceed 10% of the Customer’s monthly subscription fee for that month. Credits are applied to future invoices and have no cash value. Unused credits expire upon account termination.

6. Scheduled Maintenance

StrideVoice will perform routine maintenance activities that may temporarily affect service availability. We will provide at least 48 hours’ advance notice via the status page and email for any planned maintenance expected to impact service availability.

Scheduled Maintenance is typically performed during low-traffic windows (Tuesday through Thursday, 2:00 AM – 5:00 AM Mountain Standard Time). We will endeavor to minimize the duration and impact of all maintenance windows.

Time during a Scheduled Maintenance window is excluded from Downtime calculations for SLA purposes.

7. Incident Response

StrideVoice categorizes incidents by severity and responds accordingly:

Response times are measured from when the incident is acknowledged by StrideVoice, either through automated monitoring or Customer notification via [email protected]. “Response” means acknowledgment of the incident and assignment of engineering resources. “Resolution” means restoration of normal service functionality.

8. Exclusions

The following are excluded from Downtime calculations and do not give rise to Service Credits:

• Scheduled Maintenance as defined in Section 6;
• Emergency Maintenance not exceeding 60 minutes per calendar month;
• Downtime caused by factors outside of StrideVoice’s reasonable control, including force majeure events, internet service provider failures, distributed denial-of-service attacks, or acts of government;
• Downtime resulting from Customer’s actions or inactions, including misconfigured agent settings, exceeding usage limits, or use of the Services in violation of the Terms of Service;
• Failures of third-party services not within StrideVoice’s direct control (including Telnyx telephony infrastructure outages, except where caused by StrideVoice’s misconfiguration);
• Degraded AI response quality, increased latency, or suboptimal AI performance that does not result in a complete inability to answer calls;
• Beta features or features explicitly designated as “preview” or “experimental,” and all usage by beta program participants, design partners, and free-trial accounts (see Section 1);
• Downtime that Customer fails to report within 30 days of occurrence.

9. Credit Claims Process

To request a Service Credit, you must:

1. Submit a credit request to [email protected] within 30 days of the end of the calendar month in which the Downtime occurred;
2. Include in your request: (a) the dates and times of the claimed Downtime; (b) a description of the service impact you experienced; and (c) any documentation supporting your claim (e.g., call logs showing missed calls);
3. Your account must be in good standing (no outstanding unpaid invoices) at the time of the credit request.

StrideVoice will review your request within 15 business days and either apply the credit to your account or provide a written explanation of why the credit was denied. Our determination is final and binding.

10. Sole Remedy

Service Credits as described in this SLA are your sole and exclusive remedy for any failure by StrideVoice to meet the Monthly Uptime commitment. Service Credits do not entitle you to any refund of fees paid, termination of your subscription for cause, or any other remedy not expressly stated in this SLA. The aggregate liability of StrideVoice for SLA failures is limited by the limitation of liability in the Terms of Service.

11. Changes to This SLA

StrideVoice may update this SLA with 30 days’ advance written notice to Customers. Changes will not reduce the uptime commitment or credit percentages applicable to existing subscriptions during the current billing period. Updated SLA terms take effect at the start of the next billing period following the notice period.

12. Contact

For SLA-related inquiries or to report an outage: