Schedule 2: Service Level Agreement (SLA)

Company: Voxd AI LTD

Version: 1.1.0

Last Updated: 9 February 2026

1. Scope of Services

1.1 This Service Level Agreement applies only to chatbot applications, logic, workflows, integrations, and infrastructure operated directly by Voxd ("Core Services").

1.2 This SLA does not apply to services, platforms, models, messaging channels, or systems not owned or controlled by Voxd, including Third-Party Services and client-owned systems.

2. Service Availability and Uptime

2.1 Voxd aims to provide 99.9% uptime for the Core Services measured monthly, excluding Permitted Downtime.

2.2 Uptime is calculated as total minutes in a calendar month minus downtime minutes, divided by total minutes, multiplied by 100. Downtime applies only where Core Services are unavailable due to Voxd-controlled infrastructure.

3. Third-Party Platforms and Dependencies

3.1 The Services depend on third-party platforms including (without limitation) Meta/WhatsApp, AI model providers, hosting providers, and client-managed accounts.

3.2 Availability, performance, policy enforcement, rate limits, outages, suspensions, or failures of Third-Party Services are outside Voxd’s control and do not count as downtime or SLA breach.

4. Client-Owned and External Systems

4.1 Client-owned or third-party systems, APIs, databases, or software integrated with the Services are "External Systems".

4.2 Voxd does not guarantee availability, performance, accuracy, or data integrity of External Systems. Issues arising from External Systems do not constitute downtime.

4.3 Voxd is not responsible for data loss or corruption originating from External Systems unless directly and solely caused by Voxd’s Core Services.

5. Permitted Downtime

5.1 Permitted Downtime includes scheduled maintenance, emergency security work, third-party outages, External System failures, client misconfiguration, unauthorised changes, rate limiting, platform enforcement, force majeure events, or Client-caused issues.

6. Scheduled Maintenance

6.1 Where reasonably practicable, Voxd will give at least 48 hours’ notice of planned maintenance and schedule it outside normal UK business hours.

7. Support Services

7.1 Support covers availability issues and errors in Core Services, and reasonable assistance diagnosing third-party or External System issues.

7.2 Support excludes feature development, major functional changes, and maintenance of External Systems.

8. Support Hours

8.1 Support hours are Monday to Friday, 09:00–17:00 UK time, excluding public holidays in England and Wales.

8.2 Voxd will aim to provide an initial response within 8 business hours during support hours. Initial response means acknowledgement and assessment, not resolution.

9. Client Responsibilities

9.1 The Client must maintain valid third-party accounts required for the Services.

9.2 The Client must ensure External Systems are properly maintained and notify Voxd of changes that may affect the Services.

10. Service Credits

10.1 Where service credits are expressly agreed in writing, they are the Client’s sole and exclusive remedy for failure to meet uptime commitments. No service credits apply unless explicitly stated in an Order Form.

11. Data and Security

11.1 Voxd implements reasonable technical and organisational measures for systems under its control.

11.2 Voxd is not responsible for security incidents originating from Third-Party Services or External Systems.

12. SLA Exclusions

12.1 This SLA does not apply to beta, experimental, trial, or free services, or to issues caused by misuse or unsupported configurations.

13. Liability Alignment

13.1 This SLA is subject to the limitations, exclusions, and remedies set out in the main Terms. Nothing in this SLA increases Voxd’s liability beyond what is stated in the Terms.

← Back to Terms of Service