Legal

Service Level Agreement

Effective Date: May 14, 2026

This Service Level Agreement ("SLA") is incorporated into the Terms of Use between Lorem Herba Limited ("we," "us," or "our") and you ("User" or "you"). It applies to the "Dial A Genie" AI voice receptionist service (the "Service"). Capitalized terms not defined here have the meaning in the Terms.

1. Scope

This SLA covers the core Service components: AI agent availability, call handling, dashboard access, and integrations (e.g., calendars). It does not cover third-party services (e.g., VAPI, Twilio telephony) or User-configured elements.

2. Service Availability

2.1 Uptime Commitment

We commit to a best-efforts availability model with priority-based response and resolution times. This reflects the nature of the service, which depends on multiple third-party AI and telephony providers that are continuously evolving.

2.2 Onboarding Period

For all new accounts, the first 7 business days following go-live will be designated as an Onboarding and Optimisation Period. During this time, the AI agent will be fine-tuned to your specific business requirements. Any minor variations or issues during this period are a normal and expected part of configuring the agent to your business and will not be treated as a service failure. In most cases, no issues should arise, but this period exists as a precaution given the custom nature of each deployment.

2.3 Major Platform Outages

Outages caused by upstream providers — including but not limited to VAPI, Twilio, OpenAI, Anthropic, Google, and Cloudflare — are outside our control and will be excluded from SLA obligations. These events are rare but can occur once or twice a year and may last anywhere from a few hours to a full day.

2.4 Scheduled Maintenance

Any scheduled maintenance will be performed over weekends, and clients will be notified at least 48 hours in advance.

2.5 Monitoring

We use industry-standard tools to track uptime.

3. Support and Response Times

3.1 Support Channels

Email info@dialagenie.com or in-dashboard chat where available (during business hours: 9am–5pm NZT/AEDT, Mon–Fri, excluding holidays).

3.2 Response Times

  • High Priority / Critical Issues (Service fully down): Initial response within 24 hours; resolution target 48 hours.
  • Medium / Low Priority (Minor issues): Response within 3 business days; resolution target 5–7 business days.

In Australia, these align with consumer guarantees under Australian Consumer Law — remedies apply if we fail to meet reasonable expectations.

4. Remedies for SLA Breaches

4.1 Service Credits

If Monthly Uptime is significantly impeded, service credits can be applied for on a case-by-case basis.

Credits apply to the next invoice or, if no renewal, as a refund. Maximum credits: 100% of one month's fees. Claim within 30 days of the affected month.

Service credits will not apply where downtime results from upstream provider failures, force majeure events, or industry-wide infrastructure incidents beyond our reasonable control.

4.2 Termination Right

If uptime is significantly impacted for 3 consecutive months, you may terminate with 14 days' notice and receive a pro-rated refund.

4.3 Sole Remedy

These credits are your exclusive remedy for SLA breaches, to the extent permitted by law (e.g., no exclusion of Australian Consumer Law remedies).

5. Exclusions and Limitations

  • No remedies for breaches due to your misuse, unauthorized modifications, or non-payment.
  • We may update this SLA with 30 days' notice; continued use constitutes acceptance.

6. Governing Law

  • For New Zealand users: New Zealand law.
  • For Australian users: Laws of New South Wales.

7. Contact Us

For questions or claims contact:

David Feng

Email: info@dialagenie.com

Phone: +64 21 338 986