CoworkBridge
Legal

Service Availability Terms

What uptime CoworkBridge targets for websites and AI call answering, and what happens when it falls short.

Draft for review. This document is a working draft prepared for CoworkBridge and has not yet been reviewed by an attorney. Have it reviewed for the states where your customers and their callers are located before you promote this site.

What we target

  • Websites. 99.9 percent monthly availability, excluding scheduled maintenance.
  • AI Front Desk call answering. 99.5 percent monthly availability, excluding scheduled maintenance and carrier level outages outside our control.

These are targets, not guarantees written into every agreement. A specific committed 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.

  • Critical issues affecting booking, routing, availability, or the call flow are acknowledged within one hour inside the support window. CoworkBridge will correct the issue or place the affected function into a safe fallback within four business hours.
  • 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 target in a calendar month and the cause was within our control, contact us and we will credit that month's fee proportionally. Credits are applied to the next invoice.

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.

Last updated August 2026. Questions about this document? Email michael@coworkbridge.com or call 703-635-7632.