Service Availability Terms

What we commit to

AI Front Desk call answering. 99 percent monthly availability. That allows about seven hours in a month, and it is a floor we credit against, not a target.
Websites. 99.9 percent monthly availability, about forty five minutes in a month.

Both exclude scheduled maintenance announced in advance, and outages caused by the things listed under Exclusions below.

Why those numbers

The AI Front Desk runs on Twilio for the telephone call and Retell AI for the voice assistant. Twilio commits to 99.95 percent monthly availability for its voice service, and Retell states greater than 99.9 percent. Multiplied together, the live call path is expected to be available about 99.85 percent of the time, which is roughly one hour a month. Where a call also books an appointment, Google Calendar adds its own 99.9 percent commitment and the expected figure becomes about 99.75 percent, or roughly two hours a month. Websites run on a content delivery network operated to the same infrastructure as its 99.99 percent enterprise commitment, about four minutes a month.

We commit to 99 percent on call answering rather than the 99.85 percent the stack is expected to deliver, because the difference is the margin we can actually stand behind when a carrier or an AI platform has a bad month. A promise you can keep in a bad month is worth more than a bigger number you withdraw. A specific higher service level can be written into a Growth Partner agreement on request.

Monitoring

Websites are checked for uptime continuously. AI Front Desk lines are monitored for answer failures and for calls that do not complete. When something breaks, our alerting fires before most customers notice.

Scheduled maintenance

Routine software, plugin, and dependency updates are applied during low traffic hours. Work expected to interrupt service is announced at least 48 hours in advance by email. Emergency security patching may be applied without notice.

What happens during an outage

Website outage. We restore from the most recent backup or fail over as appropriate, and tell you what happened and why.
Call answering outage. Calls fall back to your own line or to voicemail according to the failover rule set during configuration. Configuring that failover rule is part of setup, not an add on.

Support response

Critical support is available Monday through Friday from 8:00 a.m. to 6:00 p.m. Eastern Time, excluding federal holidays.

Outside the support window, approved fallback rules remain active and calls continue to be answered and captured. Critical reports are reviewed when the next business support window begins.
Standard production requests keep a two business day turnaround, handled one at a time in the order received, within your included monthly hours.
Growth Partner gets priority production ahead of the standard queue, with a named account contact.

We do not promise weekend or evening human response, because we do not yet staff it. Saying otherwise would be the kind of commitment that is easy to publish and hard to keep.

Credits

If availability falls below the commitment in a calendar month, or a single outage runs longer than four consecutive hours, and the cause was within our control, contact us within 30 days and we will credit that month's fee in proportion to the hours affected. The credit is capped at one month's fee, is applied to the next invoice, and is the sole remedy for an availability failure.

Exclusions

These terms do not cover outages caused by your own domain or registrar changes, third party platforms you connect, carrier or network failures outside our control, content you or your staff change directly, or events outside reasonable control.

Contact

Email michael@coworkbridge.com or call 703-635-7632.