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Service Level Agreement

Last updated: October 24, 2025

This Service Level Agreement ("SLA") describes the service levels Akol commits to deliver and the remedies available if we fail to meet them.

1

Service Availability

Uptime Commitment

Akol commits to the following uptime guarantees based on your plan:

Starter

99.5%

Pro

99.9%

Business

99.95%

Enterprise

99.99%

Uptime Calculation

Uptime is calculated monthly using the following formula:

Uptime % = (Total Minutes - Downtime Minutes) / Total Minutes × 100
Total Minutes = total minutes in the calendar month
Downtime Minutes = minutes when Service was unavailable

Exclusions

The following are not counted as downtime:

Scheduled maintenance (with 48+ hours notice)
Emergency maintenance for security issues
Issues caused by your equipment, software, or third-party services
Issues caused by factors outside our reasonable control (force majeure)
Features in beta or preview
API rate limiting due to excessive requests
2

Service Credits

Credit Amounts

If we fail to meet our uptime commitment, you are eligible for service credits:

Below commitment but ≥ 99%10% of monthly fee
98% - 98.99%25% of monthly fee
95% - 97.99%50% of monthly fee
Below 95%100% of monthly fee

Credit Request Process

1Submit a credit request within 30 days of the incident
2Include your account ID and incident dates/times
3Credits will be applied within one billing cycle
4Credits are non-transferable and cannot be exchanged for cash

Maximum Credits: Service credits for any month will not exceed 100% of your monthly fee. Credits do not accumulate across months.

3

Performance Standards

Call Quality

Voice latency< 300ms (median)
Audio qualityHD voice where supported
Call connection rate≥ 99.5%

API Performance

API response time< 200ms (p95)
Webhook delivery< 5 seconds
API availabilitySame as service uptime

Dashboard Performance

Page load time< 3 seconds
Real-time updates< 1 second latency
4

Support Response Times

Support Tiers

PriorityDefinitionResponseUpdates
P1 - CriticalService unavailable, affecting all users15 minEvery 30 min
P2 - HighMajor feature unavailable, workaround exists1 hourEvery 2 hours
P3 - MediumFeature degraded, limited impact4 hoursEvery 8 hours
P4 - LowMinor issue, questions, feature requests24 hoursAs needed

Support Availability by Plan

Starter

Business hours (9-5 PST, M-F)

Email

Pro

Extended hours (7-9 PST, M-F)

EmailChat

Business

24/5

EmailChatPhone

Enterprise

24/7

EmailChatPhoneDedicated CSM
5

Maintenance

Scheduled Maintenance

  • Sundays 2-6 AM PST (low-traffic)
  • 48+ hours advance notification
  • Maximum 4 hours per window
  • Maximum 2 windows per month

Emergency Maintenance

May be performed without advance notice for:

  • Security vulnerabilities
  • Critical bug fixes
  • Regulatory compliance requirements
6

Disaster Recovery

Recovery Time Objective (RTO)

4 hours

Recovery Point Objective (RPO)

1 hour

Geographic redundancy

Multiple data centers

Failover

Automated for critical components

Regular disaster recovery testing is performed to ensure business continuity.

7

Monitoring & Status

Real-time system status
status.akol.ai
Status updates
Email or SMS subscription
Historical uptime reports
Available in dashboard
8

Changes to This SLA

We may update this SLA from time to time. Material changes will be communicated 30 days in advance. Changes will not reduce service levels during your current subscription term.

9

Contact

For SLA-related inquiries or to request service credits: