Service Level Policy

Document ID: LCR-POL-SLA-v1.2 - Effective Date: 19 February 2026

This Service Level Policy explains the support and operational commitments for Havio AI receptionist services. Customer-specific commitments may vary by plan or signed agreement.

1. Scope

Havio depends on third-party telephony, AI model, hosting, CRM, calendar, analytics, and infrastructure providers. This policy covers Havio-controlled configuration, workflow, support, and monitoring. Third-party provider outages, customer systems, carrier issues, and force majeure events are excluded unless a signed agreement states otherwise.

2. Availability

Havio is designed for high availability, but public uptime commitments depend on the selected plan and signed agreement. Enterprise customers may receive custom availability commitments and service-credit terms in their order form.

3. Support Response Times

The baseline below applies when no signed order form or plan page gives a stricter target. Targets are first human response targets during the published support window, not guaranteed restoration times.

Starter support is business-hours email plus launch QA. Growth receives priority queue handling and weekly launch review during rollout. Scale receives priority queue handling plus an incident intake path. Enterprise support, named owner, escalation windows, availability targets, and service credits are defined in the signed agreement.

Support channels and coverage hours are provided in the applicable plan or agreement. Direct emergency contacts, if available, are provided privately to eligible customers.

If no signed plan or order form defines a stricter target, public support should be treated as business-hours support. Critical production issues should still be reported immediately through Report a production issue and choose severity with affected number, workspace, time window, caller impact, and fallback status.

4. Production Issue Details

Support can triage faster when the report includes:

• affected phone number, workspace, agent, integration, or route;
• approximate timestamps and caller time zone;
• whether all calls are affected or only a specific call type;
• whether the issue affects answering, transfer, booking, CRM/calendar writes, notifications, billing, or security;
• example call IDs, transcript links, screenshots, or destination-tool errors where available;
• whether calls have been rerouted to staff, paused, or sent to voicemail;
• the business impact and preferred callback owner.

Do not send passwords, API keys, private tokens, or unnecessary caller-sensitive data in support messages.

5. Maintenance

Havio may perform scheduled maintenance, security updates, model/provider updates, and emergency fixes. Material scheduled maintenance will be communicated in advance where practical. Emergency work may happen without advance notice when required to protect reliability or security.

6. Customer Responsibilities

Customers are responsible for keeping fallback contacts current, maintaining access to connected tools, configuring lawful call disclosure, monitoring their own phone system, and promptly reporting suspected incidents or toll-fraud risk.

Customers should test rollback instructions before launch, keep provider admin access available, maintain CRM/calendar permissions, and review failed transfers or failed writes during the rollout period.

7. Service Credits

Service credits, if any, are defined in the applicable order form or signed agreement. Credits do not apply to third-party outages, customer-caused incidents, scheduled maintenance, force majeure, or usage charges unless explicitly stated.

8. Security Incidents

Havio maintains internal incident response procedures. If a security incident affects customer data, Havio will notify affected customers as required by contract and applicable law.

Policy Changelog