Service Level Agreement

This Service Level Agreement ("SLA") describes the service commitments Caliradi LLC makes for the Caliradi.ai platform. It is incorporated by reference into our Terms of Service.

1. The 90-day written guarantee

How it works

1. Within 90 days of activating your plan, write to us with "90-day refund" in the first line: reply to your payment confirmation email, or use the message form at caliradi.ai.
2. Tell us which of the 90-day targets written into your contract were missed.
3. We process the refund within 7 business days, back to your original payment method.

Eligibility

To qualify, you must have:

• An active paid plan.
• Made the request within 90 days of activation (the date of your first paid charge).
• Made reasonable use of your plan — meaning you let our team complete onboarding (typically the first 7 days) and used at least one of your monthly human-assist hours.
• Not violated our Acceptable Use Policy.

What you get back

20% of all plan fees you have paid in your first 90 days. The remaining 80% covers our team's onboarding, integrations, AI infrastructure, and human-assist hours already delivered.

Annual performance commitment (Pro, Scale and VIP · $997/mo and above)

Plans at $997/mo and above carry a second, separate commitment that runs for the full year. We review progress with you every quarter against the SOW agreed on Day 0. If two consecutive quarterly reviews show neither SOW execution as planned nor meaningful business progress — jointly evaluated against the goals you stated at onboarding — you can claim 20% of your annual fee back.

Reviewed every 90 days, not at year-end, so the assessment is made while there is still time to change course. This commitment applies to the annual fee and is separate from the 90-day guarantee described above.

2. First-output commitment (24 hours)

We commit to delivering your first measurable output within 24 hours of your plan activation, where "first output" means at least one of:

• The first AI agent (sales, support, or marketing) deployed and live in your environment.
• The first batch of qualified leads delivered to your CRM.
• The first marketing campaign or sequence launched.
• The first customer-support conversation handled by Kaira.

If we miss this 24-hour window through our fault, we credit a free additional human-assist hour to your account for the next period you pay for.

3. Uptime commitment

We target 99.5% monthly uptime for the Caliradi platform. Uptime is measured as:

Uptime % = (Total minutes in month − Downtime minutes) ÷ Total minutes × 100

"Downtime" excludes:

• Scheduled maintenance announced at least 24 hours in advance.
• Outages caused by third-party services beyond our reasonable control (e.g., our payment processor, AI model provider, hosting provider or CDN).
• Force majeure events (natural disasters, cyber-attacks of unforeseeable severity, government actions).
• Issues caused by your own integrations or content.

Service credits

If we miss the uptime target in any calendar month, you can request a service credit:

Service credits are applied to the next period you pay for. To claim a credit, write to us through the message form at caliradi.ai within 30 days of the affected month, with the dates and times of the outage. Credits are your sole and exclusive remedy for missed uptime.

4. Support response times

For critical incidents (Service down, security breach, billing emergency), use the in-app emergency button, or call or text +1 (650) 623-2878.

5. Human-assist hours

Each plan tier includes monthly human-assist hours from our bilingual ops team:

Hours reset at the start of each month and do not roll over. Managed plans and entry plans are paid one period at a time and do not renew automatically (see Terms of Service, section 3). Additional hours can be purchased at $75/hour (Starter–Growth), $65/hour (Pro–Scale), or $55/hour (VIP).

6. Data backup & recovery

• Backups. All customer data is backed up daily, encrypted, and retained for 30 days.
• Recovery time objective (RTO): 4 hours for the production system after a major incident.
• Recovery point objective (RPO): 24 hours of data (we may lose up to one day's worth of changes in the worst-case disaster scenario).

7. Maintenance windows

Routine maintenance is performed during low-traffic windows: Sundays, 2am–4am Pacific Time. Where possible, we deploy hot-fixes without downtime. We notify you at least 24 hours in advance for any maintenance expected to affect availability.

8. Limitations

All commitments in this SLA are subject to the limitation-of-liability provisions in our Terms of Service. Service credits and the 90-day refund are your exclusive financial remedies under this SLA.

9. Contact