Service Level Agreement (SLA)
Effective Date: January 1, 2025
Our Commitment to You
This Service Level Agreement ("SLA") outlines Gnosi's commitment to maintaining high-quality service availability and performance for our AI-powered phone answering service. This SLA applies to all paid subscription plans.
1. Service Availability
1.1 Uptime Commitment
99.9% Monthly Uptime Guarantee
We guarantee that the Gnosi service will be available 99.9% of the time in any given calendar month, excluding scheduled maintenance.
1.2 Calculation
Monthly Uptime Percentage = (Total Minutes in Month - Downtime Minutes) / Total Minutes in Month × 100
1.3 Exclusions
The following are excluded from downtime calculations:
- Scheduled maintenance (with 48 hours advance notice)
- Emergency maintenance (up to 4 hours per month)
- Force majeure events
- Customer-caused issues
- Third-party service failures
- Beta features or free services
2. Service Credits
If we fail to meet our uptime commitment, you are eligible for service credits based on the following schedule:
| Monthly Uptime Percentage | Service Credit |
|---|---|
| 99.0% - 99.89% | 10% of monthly fee |
| 95.0% - 98.99% | 25% of monthly fee |
| Below 95.0% | 50% of monthly fee |
2.1 Credit Request Process
- Submit a request to support@gnosi.io within 30 days of the incident
- Include dates and times of unavailability
- Provide any relevant error messages or screenshots
- Credits will be applied to your next billing cycle
2.2 Credit Limitations
- Maximum credit per month: 50% of monthly fee
- Credits cannot be exchanged for cash
- Credits expire after 12 months if unused
3. Performance Standards
3.1 Call Handling
- Call Answer Time: 95% of calls answered within 3 rings
- Call Processing: 99% of calls processed without errors
- Voice Quality: Clear audio on 98% of calls
- Transcription Accuracy: 95% accuracy for clear speech
3.2 System Performance
- API Response Time: < 200ms average
- Dashboard Load Time: < 3 seconds
- Data Sync: Real-time with < 5 second delay
- Webhook Delivery: 99.5% success rate
4. Support Response Times
We provide tiered support based on issue severity:
| Severity Level | Definition | Response Time | Resolution Target |
|---|---|---|---|
| Critical | Service completely unavailable | 30 minutes | 4 hours |
| High | Major feature unavailable | 2 hours | 24 hours |
| Medium | Minor feature issues | 8 hours | 72 hours |
| Low | General questions | 24 hours | 5 business days |
* Response times apply during business hours (9 AM - 6 PM CT, Monday-Friday). Critical issues are handled 24/7.
5. Maintenance Windows
5.1 Scheduled Maintenance
- Performed during off-peak hours (2 AM - 5 AM CT)
- Maximum 4 hours per month
- 48 hours advance notice via email and dashboard
- Status page updated with maintenance schedule
5.2 Emergency Maintenance
- Only for critical security or stability issues
- Maximum 4 hours per month
- Notification as soon as practicable
- Post-incident report within 48 hours
6. Data Backup and Recovery
Backup Commitments
- Backup Frequency: Real-time replication + hourly snapshots
- Backup Retention: 30 days of snapshots
- Recovery Time Objective (RTO): 4 hours
- Recovery Point Objective (RPO): 1 hour
Regular backup testing is performed quarterly to ensure recovery procedures work effectively.
7. Security Commitments
- Encryption: All data encrypted in transit (TLS 1.2+) and at rest (AES-256)
- Access Control: Multi-factor authentication, role-based permissions
- Monitoring: 24/7 security monitoring and intrusion detection
- Compliance: Annual third-party security audits
- Incident Response: Security incidents reported within 72 hours
8. Service Monitoring
We continuously monitor our service health:
- Status Page: Real-time service status at status.gnosi.io
- Monitoring Frequency: Every 60 seconds from multiple locations
- Metrics Tracked: Uptime, response time, error rates, call quality
- Incident Notifications: Email/SMS alerts for service disruptions
9. Customer Responsibilities
To ensure optimal service delivery, customers must:
- Maintain accurate account and contact information
- Properly configure AI agents and call routing rules
- Ensure third-party integrations are properly authenticated
- Report issues promptly with sufficient detail
- Comply with acceptable use policies
- Keep API credentials secure
10. Limitations
Note: This SLA does not apply to:
- Free trial accounts
- Beta or preview features
- Issues caused by customer actions or third-party services
- Force majeure events
- Customers in breach of Terms of Service
11. SLA Modifications
Gnosi reserves the right to modify this SLA with 30 days notice. Changes will be posted on our website and communicated via email. Continued use of the service constitutes acceptance of the modified SLA.
12. Contact Information
Technical Support: support@gnosi.io
Phone: (832) 772-2249
Status Page: status.gnosi.io
Emergency Contact: critical@gnosi.io
This Service Level Agreement is part of your subscription agreement with Gnosi. By using our services, you acknowledge that you have read and understood this SLA.