Service Level Agreement

This Service Level Agreement describes Agent360 LLC's monthly uptime commitment for the Services and the Service Credits that Customer may claim if Agent360 fails to meet that commitment.

Last updated: April 20, 2026 · Version: v2026.04.20-4

Disclaimer: This document is a draft generated for review. Before publishing, have a licensed SaaS attorney review specifically for: IP protection, TCPA outbound compliance, CCPA compliance, and enforceability in California courts.

This Service Level Agreement (“SLA”) is provided by Agent360 LLC (“Agent360”) to its paying Customers and is part of the Terms of Service. It describes Agent360’s monthly uptime commitment for the AI voice-receptionist Services (“Zoe”) and the Service Credits that Customer may claim if Agent360 fails to meet that commitment. The Service Credits are Customer’s primary remedy for any failure of Agent360 to meet the uptime commitment, subject to §6 below.

1. Definitions

• Monthly Uptime Percentage — the total minutes in a calendar month minus Downtime, divided by the total minutes in that month.
• Downtime — a period of five (5) or more consecutive minutes during which the Customer-facing Core Components are unavailable, as measured by Agent360’s external monitoring. Partial degradations that do not render the Core Components unavailable are not Downtime.
• Core Components — (a) inbound call answering by Zoe; (b) the customer-facing admin dashboard at *.agent360.com; and (c) the public APIs Customer uses to fetch transcripts, summaries, and intake records.
• Service Credit — a credit calculated under Section 3, applied against a future invoice.
• Excluded Time — has the meaning given in Section 4.

2. Uptime Commitment

Agent360 will use commercially reasonable efforts to make the Core Components available with a Monthly Uptime Percentage of at least 99.0% during each calendar month.

2.1 Scheduled Maintenance Notice

Agent360 LLC will provide at least seventy-two (72) hours’ advance notice of scheduled maintenance via the in-product banner and email to the account owner. Scheduled Maintenance is performed during the standard window of Sundays 02:00–05:00 U.S. Pacific Time and will not exceed eight (8) hours in any calendar month. Where Agent360 must address an urgent security or stability risk that does not permit 72 hours’ notice, the maintenance is treated as Emergency Maintenance under Section 4 below and Agent360 will give as much advance notice as is practicable.

3. Service Credits

If the Monthly Uptime Percentage in a calendar month is less than 99.0%, Customer is eligible for the following Service Credit, calculated as a percentage of the monthly subscription fee Customer paid for the affected Services in that month:

Cap. The maximum aggregate Service Credit in any calendar month is 10% of Customer’s monthly subscription fee for the affected Services, regardless of the number or duration of incidents. Service Credits do not apply to usage-based fees (e.g., outbound minutes, premium voices, premium models), implementation fees, or pass-through telephony fees.

Form of credit. Service Credits are non-cash, non-refundable, non-transferable, and apply only to future invoices. They expire if not used within twelve (12) months of issuance or upon termination of the account, whichever is earlier.

• < 99.0% and ≥ 98.0%: Service Credit — 2% of monthly subscription fee
• < 98.0% and ≥ 95.0%: Service Credit — 5% of monthly subscription fee
• < 95.0%: Service Credit — 10% of monthly subscription fee (cap)

4. Exclusions

The Monthly Uptime Percentage does not include any Downtime caused by:

• Scheduled Maintenance announced at least seventy-two (72) hours in advance, performed during the standard maintenance window of Sundays 02:00–05:00 U.S. Pacific Time, not to exceed eight (8) hours in any calendar month.
• Emergency Maintenance required to address a security or stability risk; Agent360 will give as much advance notice as practicable.
• Force Majeure events as defined in Section 13 of the Terms.
• Third-party outages outside Agent360’s reasonable control AND that could not have been avoided through commercially reasonable redundancy, failover, retry, or graceful-degradation measures Agent360 has documented in the Architecture Overview at /compliance/architecture. For each Sub-processor category (telephony, LLM, STT, TTS, DNS, certificate authorities, database, infrastructure) Agent360 maintains either (i) active redundancy with at least one alternate provider with automatic failover, (ii) active-passive failover with a documented RTO and RPO, or (iii) where (i) and (ii) are not commercially reasonable, a documented mitigation plan (caching, queueing, retry, or graceful degradation) reviewed at least annually. An outage of a single Sub-processor that Agent360 has designed redundancy or failover around does NOT qualify as Excluded Time — only the residual unavoidable downtime (after redundancy / failover has been exhausted) qualifies.
• Customer-caused issues, including misconfiguration; use that exceeds usage or rate limits; failure to follow Agent360’s documented requirements; integrations with third-party systems controlled by Customer; or actions by Customer’s users.
• Beta, preview, alpha, “experimental,” or “labs” features.
• Free or trial accounts and any Services not under a paid subscription.
• Suspension or termination of Customer’s account under the Terms or AUP.

5. How to Request a Service Credit

To receive a Service Credit, Customer must submit a written request to [email protected] within thirty (30) days after the end of the affected month, including: (a) account name and subdomain; (b) dates and times of each Downtime period claimed; (c) external monitoring records, log excerpts, or other supporting evidence; and (d) the Service Credit amount Customer believes is due. Agent360 will validate the request against its internal monitoring and server logs and respond within fifteen (15) business days.

6. Primary Remedy; Termination Right

The Service Credits in Section 3 are Customer’s primary remedy for any failure of Agent360 LLC to meet the Uptime Commitment. The Service Credits are not penalties. Nothing in this §6 limits any non-waivable right or remedy Customer may have under applicable law, or any liability that any statute, regulation, or court of competent jurisdiction may directly impose on Agent360 LLC notwithstanding this allocation.

If, in any three (3) consecutive calendar months, the Monthly Uptime Percentage is less than 95.0%, Customer may terminate the affected subscription for cause under Section 12.3 of the Terms by written notice to [email protected] within thirty (30) days after the end of the third month, without further obligation other than payment for Services already provided.

7. Status and Communications

Agent360 communicates service status, incidents, and maintenance windows by email to account owners and by in-product notice. A public status page at status.getagent360.com is planned; until it is live, incident notifications and post-incident summaries are delivered by email, and Customer may request incident details from [email protected].

8. Changes to this SLA

Agent360 may modify this SLA from time to time. Material changes will be communicated by email and/or in-product notice at least thirty (30) days before they take effect. Continued use after the effective date constitutes acceptance.