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Service Level Agreement (SLA)

Last updated: July 31, 2025

This Service Level Agreement ("SLA") is entered into between Fase AI LLC ("Fase AI," "we," "us," or "our"), a product of Olib AI, and the customer ("Customer," "you," or "your") and governs the service levels for the Fase AI platform.

This SLA is an integral part of your subscription agreement and demonstrates our commitment to providing reliable, high-performance healthcare communication services.

Service Availability Commitment

99%

Monthly Uptime Guarantee

Uptime Calculation

Monthly Uptime Percentage is calculated as:

(Total Minutes in Month - Downtime Minutes) / Total Minutes in Month × 100

Example: In a 30-day month (43,200 minutes), 99% uptime allows for maximum 432 minutes of downtime.

Exclusions from Downtime

  • •Scheduled maintenance (with 72-hour advance notice)
  • •Emergency maintenance (with immediate notification)
  • •Force majeure events
  • •Customer-caused issues or misconfigurations
  • •Third-party service failures outside our control
  • •DDoS attacks or other malicious activities

Service Credits

If we fail to meet our uptime commitment, you are eligible for service credits based on the following schedule:

Monthly Uptime PercentageService Credit
99% or aboveNo credit
98.0% - 98.99%10% of monthly fee
95.0% - 97.99%25% of monthly fee
Below 95%50% of monthly fee

Note: Service credits are your sole remedy for any failure to meet our service level commitments. Credits must be requested within 30 days of the incident and will be applied to future invoices.

Performance Commitments

API Response Time

< 200ms

95th percentile response time for API calls

AI Response Time

< 2 seconds

Average response time for AI-generated replies

Call Connection

< 3 seconds

Time to connect inbound calls

Message Delivery

99.5%

SMS/Email delivery success rate

Support Response Time Commitments

Severity LevelDefinitionInitial ResponseResolution Target
Critical (P1)Complete service outage or critical security issue15 minutes4 hours
High (P2)Major functionality degraded, significant impact1 hour8 hours
Medium (P3)Minor functionality issues, workaround available4 hours24 hours
Low (P4)General inquiries, feature requests24 hoursBest effort

Support Channels

Standard Support (Business Hours)

  • • Email: support@fase.ai
  • • Phone: 980-332-7387
  • • In-app chat support
  • • Monday-Friday, 8 AM - 6 PM ET

Emergency Support (24/7)

  • • Emergency hotline (P1/P2 only)
  • • On-call engineer escalation
  • • Automated incident detection
  • • Available for Enterprise plans

Data Backup and Recovery

Backup Commitments

  • •
    Backup Frequency: Daily automated backups
  • •
    Retention Period: 30 days rolling retention
  • •
    Geographic Redundancy: Backups stored in multiple regions
  • •
    Encryption: AES-256 encryption for all backups

Recovery Objectives

RTO (Recovery Time Objective)

4 hours

Maximum time to restore service

RPO (Recovery Point Objective)

1 hour

Maximum acceptable data loss

Security and Compliance Commitments

Infrastructure Security

  • • 24/7 security monitoring
  • • DDoS protection
  • • Web Application Firewall (WAF)
  • • Intrusion detection systems

Data Protection

  • • End-to-end encryption
  • • HIPAA compliance
  • • Regular security audits
  • • Penetration testing

Incident Response

  • • 15-minute response time
  • • Dedicated security team
  • • Automated alerting
  • • Post-incident reports

Compliance Updates

  • • Regulatory monitoring
  • • Timely updates
  • • Compliance notifications
  • • Documentation updates

Maintenance Windows

Scheduled Maintenance

  • •
    Window: Sundays, 2:00 AM - 6:00 AM ET
  • •
    Frequency: Maximum once per month
  • •
    Notice: 72 hours advance notification via email and dashboard
  • •
    Duration: Typically less than 2 hours

Note: We use rolling updates and blue-green deployments to minimize downtime during maintenance.

Reporting and Monitoring

Real-time Monitoring

Access our status page for real-time service health:

  • • Current system status and performance metrics
  • • Incident history and post-mortems
  • • Scheduled maintenance calendar
  • • Subscribe to status updates via email/SMS

Visit status.fase.ai →

Monthly Reports

Enterprise customers receive monthly SLA reports including:

  • • Uptime percentage and performance metrics
  • • Incident summary and resolution times
  • • Support ticket metrics
  • • Upcoming maintenance and feature releases

Service Credit Claim Process

How to Request Service Credits

  1. 1
    Submit Request: Email sla@fase.ai within 30 days of the incident
  2. 2
    Include Details: Provide dates, times, and description of the service issue
  3. 3
    Review Process: We'll investigate and respond within 5 business days
  4. 4
    Credit Application: Approved credits applied to your next invoice

Limitations and Exclusions

Important Limitations

  • •Service credits are the sole remedy for any failure to meet SLA commitments
  • •Maximum aggregate credit per month shall not exceed 50% of monthly fees
  • •Credits cannot be exchanged for cash refunds
  • •SLA does not apply to beta features or free trial periods
  • •Customer must be current on all payment obligations

Changes to This SLA

We may modify this SLA from time to time. Material changes will be notified at least 30 days in advance via email to your registered contact. Continued use of our services after such modifications constitutes acceptance of the updated SLA.

SLA Support Contact

For SLA-related inquiries, service credit requests, or to report service issues:

General Support

support@fase.ai

980-332-7387

SLA & Enterprise

sla@fase.ai

24/7 Emergency Hotline

Company: Fase AI LLC (a product of Olib AI)

Address: Stone Mountain, GA

Our Commitment to Excellence

At Fase AI, we are committed to providing enterprise-grade reliability and performance for healthcare communication. This SLA reflects our dedication to your success and our confidence in our platform's capabilities.