Service Level Agreement (SLA)
Last updated: August 20, 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. It complements our Terms of Service, Privacy Policy, and HIPAA Compliance safeguards.
Service Availability Commitment
99%
Monthly Uptime Guarantee
Uptime Calculation
Monthly Uptime Percentage is calculated as:
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 Percentage | Service Credit |
|---|---|
| 99% or above | No 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 Level | Definition | Initial Response | Resolution Target |
|---|---|---|---|
| Critical (P1) | Complete service outage or critical security issue | 15 minutes | 4 hours |
| High (P2) | Major functionality degraded, significant impact | 1 hour | 8 hours |
| Medium (P3) | Minor functionality issues, workaround available | 4 hours | 24 hours |
| Low (P4) | General inquiries, feature requests | 24 hours | Best 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
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
- 1Submit Request: Email sla@fase.ai within 30 days of the incident
- 2Include Details: Provide dates, times, and description of the service issue
- 3Review Process: We'll investigate and respond within 5 business days
- 4Credit 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.