This Service Level Agreement (“SLA”) sets out the service availability, support, maintenance, incident response, and other service commitments applicable to the Callsavvy Services.

Callsavvy is a brand and trading name operated by Hyperveo LLC (“Callsavvy”, “we”, “us”, or “our”). For the purposes of this SLA, references to “Callsavvy” refer to Hyperveo LLC, the legal entity responsible for providing the Services.

This SLA forms part of the agreement between Hyperveo LLC and the Customer and is subject to the terms and conditions of that agreement.

1. Service Availability, Delays & Interruptions

Callsavvy will use commercially reasonable efforts to maintain the availability and performance of the Callsavvy all-in-one CRM platform, including but not limited to voice, messaging, automation, integrations, and customer engagement services (the “Services”).

In the event of any material service disruption, outage, or degradation attributable to the Callsavvy platform, we will notify you as soon as reasonably practicable and, in any event, within twenty-four (24) hours of becoming aware of such disruption.

Where a specific paid Service is not delivered due to a confirmed outage on the Callsavvy platform, Callsavvy may, at its discretion, credit the affected User Account with an amount equivalent to the cost of the impacted Service for the affected period.

Callsavvy shall not be liable for, nor provide credits or compensation for, delays, interruptions, or failures caused by factors beyond its reasonable control, including but not limited to force majeure events, internet service providers, telecommunications carriers, cloud infrastructure providers, or third-party integrations and partners.

The following service levels govern Callsavvy’s response to reported incidents:

Priority	Response Time	Description / Examples
Level 1 – Business Critical	Acknowledgement within 5–15 minutes during support hours Target resolution: up to 48 hours (working hours)	Complete service outage or critical failure preventing core CRM operations in a live production environment (e.g. inability to place or receive calls across the platform).
Level 2 – Degraded Service	Acknowledgement within 30–60 minutes during support hours Target resolution: up to 7 business days	Partial service disruption, performance degradation, or malfunction affecting non-critical features, integrations, or workflows.
Level 3 – General / Informational	Acknowledgement within 1–6 hours during support hours Target resolution: 1–12 hours (working hours)	General inquiries, configuration assistance, product questions, feature requests, and non-urgent issues.

2. Maintenance

Callsavvy performs scheduled maintenance to ensure platform security, stability, and performance. Where possible, maintenance activities will be conducted during periods of low platform usage to minimize customer impact.

We will provide at least three (3) days’ advance notice for scheduled maintenance that may result in service interruption. In the case of emergency or critical maintenance, Callsavvy may perform such maintenance without prior notice but will provide a reasonable explanation and updates as appropriate.

3. Customer Support & Communication

Callsavvy provides customer support for the duration of this Agreement exclusively through its designated and official support channels.

Support requests will only be accepted from:

• - Designated account contacts; and
• - Account administrators authorized within the Callsavvy platform.

Callsavvy does not provide support to unauthorized users, end-customers of your organization, or third parties.

Support is available strictly during Callsavvy’s official support hours:

• 5:00 AM – 4:00 PM GMT, Monday to Friday (excluding public holidays)

All support requests must be submitted via Callsavvy’s official support channels, including but not limited to the designated support email and in-platform support tools. Requests made through informal, personal, or unofficial channels will not be considered valid support requests.

4. SLA Updates and Modifications

Callsavvy reserves the right to modify, update, or otherwise revise this Service Level Agreement from time to time to reflect changes to the Callsavvy platform, Services, support processes, service levels, technology, operational requirements, or applicable legal and regulatory requirements.

Any updated version of this SLA will be made available through the Callsavvy platform, website, customer portal, or other official communication channel. Unless otherwise stated, changes will become effective upon publication or on the effective date specified in the updated SLA.

Where a change materially reduces a service level or otherwise materially affects the rights or obligations of the Customer under this SLA, Callsavvy will provide reasonable advance notice before the change takes effect.

The version of the SLA in effect at the time the applicable Services are provided will govern those Services, subject to any specific contractual terms agreed separately between Callsavvy and the Customer.

Continued use of the Services following the effective date of an updated SLA constitutes acceptance of the updated SLA.

For customer engagement and account management inquiries, please contact: hi@callsavvy.com