SideKickCo - Service Level Agreement (SLA)
This Service Level Agreement ("SLA") is incorporated into and forms part of the commercial terms between Launch Mode Ltd (trading as "SideKickCo") and the Customer (specifically for accounts on the Pro, Pro+ and/or Power tier).
1. Definitions
"Business Hours" means 09:00 to 17:00 UK Time, Monday to Friday, excluding UK Bank Holidays.
"Downtime" means a period during which the core SideKickCo call-handling infrastructure is completely unavailable to process inbound calls, calculated globally across the platform.
"Monthly Uptime Percentage" is calculated as the total number of minutes in a calendar month, minus the number of minutes of Downtime suffered in that month, divided by the total number of minutes in the month.
"Service Credit" means the percentage of the applicable monthly subscription fees credited to the Customer following a verified claim.
"Upstream Provider" means third-party infrastructure and AI services utilized by SideKickCo, including but not limited to Twilio, OpenAI, Vapi, and ElevenLabs.
2. Target Uptime
SideKickCo will use commercially reasonable efforts to ensure the platform is available with a Monthly Uptime Percentage of at least 99% during any monthly billing cycle.
3. Exclusions from Downtime (The "Carve-Outs")
Downtime calculations will not include any unavailability, suspension, or performance issues caused by the following:
Upstream Provider Outages: Any failure, latency, or degradation of service originating from Upstream Providers (e.g., OpenAI API outages, Twilio telecom network failures, or Vapi bridging issues).
Scheduled Maintenance: Planned maintenance windows, provided that SideKickCo has given the Customer at least 48 hours advance notice via email or platform status page.
Customer-Side Failures: Issues arising from the Customer’s own equipment, internet connection, incorrect call-forwarding configurations, or third-party CRM/calendar integrations failing to sync.
Force Majeure: Events outside of SideKickCo’s reasonable control, including natural disasters, acts of government, or systemic internet backbone failures.
4. Support and Incident Response
SideKickCo provides tiered support based on the severity of the issue reported by the Customer. Target initial response times during Business Hours are as follows:
Severity 1 (Critical): Complete loss of core call-handling functionality (Platform down).Target Response: 3 Business Hours
Severity 2 (High): Significant degradation of service (e.g., calls are connecting, but integrations are repeatedly failing).Target Response: 6 Business Hours
Severity 3 (Normal): Non-critical bugs, billing inquiries, or general support questions.Target Response: 1 Business Day
5. Service Credits
If SideKickCo fails to meet the 99% Monthly Uptime Percentage in a given billing month (subject to the exclusions in Section 3), the Customer is eligible to request a Service Credit.
Uptime between 98.5% and 98.99%: 5% Service Credit
Uptime below 98.5%: 10% Service Credit
5.1. Claim Process
To receive a Service Credit, the Customer must submit a claim via email to e.g., customerservice@sidekickco.co.uk within 30 days of the end of the month in which the Downtime occurred. The claim must include dates, times, and a description of the outage.
5.2. Sole Remedy
Service Credits are applied to future billing cycles and are not available as cash refunds. The issuance of Service Credits constitutes the Customer’s sole and exclusive remedy for any failure by SideKickCo to meet the Uptime commitment.