Emitrr Service Level Agreement

Updated: Jan 25, 2025

Introduction

This Service Level Agreement (“SLA”) outlines Emitrr’s commitment to service availability and reliability. Emitrr provides HIPAA-compliant Texting and Voice Automation Solutions to healthcare and local businesses, and recognizes that system uptime and availability are critical to our customers’ operations. This SLA describes our uptime guarantees, service credits, and related procedures.

Service Commitment

Emitrr will use commercially reasonable efforts to make each of the Emitrr Services available with the Monthly Uptime Percentage described below (the “Service Commitment”). In the event Emitrr does not meet the Service Commitment, you will be eligible to receive a Service Credit as described below.

Definitions

  1. Service Availability: Refers to the ability of the Emitrr platform (including Texting API, Email API, Voice API, and the Web Dashboard) to respond to valid user requests.
  2. Downtime: Any period of time when core platform functionality is unavailable, excluding SLA Exclusions (see Section 6).
  3. Monthly Uptime Percentage: Calculated as:

Monthly Uptime% = (Total Minutes in the Month−Downtime Minutes / Total Minutes in the Month ​) × 100

Service Credit: Financial credits awarded to the customer in the event Emitrr fails to meet the Monthly Uptime Guarantee.

Uptime Commitment

Emitrr guarantees a Monthly Uptime Percentage of at least 99.95%, excluding SLA Exclusions. If the Monthly Uptime Percentage for a particular Emitrr Service is less than 99.95% for any calendar month, then you may claim Service Credit equal to the percentage of the Monthly Charges for the particular affected Emitrr Service as set forth in the table below:

Monthly Uptime %Service Credit % of Monthly Fee
< 99.95 %5%
< 99.90 %10%
< 99.80 %15%
< 99.00 %15%

How Uptime is Measured

Emitrr measures uptime through a combination of:

  1. Synthetic monitoring from multiple geographically distributed nodes (every 30 seconds)
  2. Internal service heartbeat checks
  3. Real-time incident logging through Emitrr’s DevOps pipeline
  4. Third-party observability platforms (Datadog, New Relic)

Incident Detection: Downtime is considered to begin when either:

  • Our automated monitoring detects failure across 2+ geographic regions, or

Incident Resolution: Downtime ends when the service is restored to fully functional status across all endpoints and monitoring returns to normal.

All downtime is logged with timestamps and root cause details in internal incident reports and shared upon request.

Service Commitments & Credit Request

Eligibility for Credits: To be eligible, the customer must be in good standing with all payments up to date. Credit applies only to the affected service and only for paid plans.

Requesting a Credit:

To receive a Service Credit, you must submit a request by sending an email to [email protected] within 15 days of the end of the month in which the Downtime occurred. Your request must include:

  1. The words “SLA Credit Request” in the subject line;
  2. The dates and times of each Downtime incident you are claiming;
  3. The affected Emitrr Service(s); and
  4. Your request logs that document the errors and corroborate your claimed outage (any confidential or sensitive information in these logs should be removed or replaced with asterisks).

If the Monthly Uptime Percentage of such request is confirmed by Emitrr and is less than the Service Commitment, then Emitrr will issue the Service Credit to you within one billing cycle following the month in which your request is confirmed by Emitrr. 


Payment of Credit

  1. Validated credits will be applied to the next billing cycle.
  2. Service Credits are the sole and exclusive remedy for SLA breaches.

SLA Exclusions

This SLA does not apply to downtime caused by:

  1. Scheduled Maintenance: Emitrr provides a 48-hour notice via email and status in app. Scheduled maintenance is capped at 2 hours per month.
  2. Customer Configuration Errors: Downtime resulting from incorrect use of Emitrr APIs, SDKs, or configurations.
  3. Third-Party Services: Failures originating from third-party carriers (Our messaging and voice network providers, phone carriers), customer internet service providers, or SMS/voice gateway interruptions.
  4. Force Majeure: Acts beyond Emitrr’s reasonable control including natural disasters, DDoS attacks, war, government restrictions, or utility failures.
  5. Trial or Free Accounts: SLA only applies to paid accounts.

Redundancy & High Availability Architecture

Emitrr is built using distributed microservices hosted in multi-region deployments on AWS. Key capabilities include:

  1. Auto-healing: Failed instances are automatically replaced.
  2. Multi-AZ Database Replication for near-zero RTO/RPO.
  3. Active monitoring across all tiers voice transcription, messaging, webhook delivery, and dashboard access.
  4. Real-time failover and circuit breaker patterns to isolate cascading failures.

All platform logs, metrics, and traces are retained for forensic analysis, and monthly uptime reports are available upon request.

Emitrr Terms of Service

This SLA is governed by the Emitrr Terms of Service. Capitalized terms used herein but not defined will have the meanings set forth in the Emitrr Terms of Service. If there are any conflicts between the Emitrr Terms of Service and this SLA, the terms and conditions of this SLA apply, but only to the extent of such conflict.

Amendment and Termination

Emitrr reserves the right to update this SLA with 30 days’ notice. Any changes will be communicated via email and posted publicly. 

Contact Information

Support: [email protected]

Security Team: [email protected]

Senior Management Escalation: Pulkit G – CTO ([email protected])