Service Availability and Support

Service Availability and Support Policy

Effective date: 2 October 2026

This policy describes general service and support expectations for RoboConnect. It is not a guaranteed uptime commitment. Any binding availability target, service credit, response commitment, or support entitlement must be expressly stated in the customer’s signed order or service agreement.

1. Service components

RoboConnect service may include cloud calling, DID access, IVR and routing, agent extensions, dialers, recording, dashboards, analytics, and onboarding. The features included for a customer are those in its approved quotation, invoice, and account configuration.

2. Availability and dependencies

RoboConnect works to operate and support the service, but uninterrupted or error-free availability is not guaranteed unless a separate written commitment says otherwise. Calls may be affected by telecom carriers, DID providers, internet connectivity, customer networks, power, devices, operating systems, app stores, hosting, third-party systems, configuration, or events outside RoboConnect’s reasonable control.

3. Maintenance and service changes

Maintenance, security work, upgrades, carrier changes, or urgent repairs may temporarily affect some features. RoboConnect will use reasonable efforts to communicate planned work when practical. Emergency work may be performed without advance notice where needed to protect service security or stability.

4. Support requests

Customers may contact RoboConnect through the support channel or contact details provided for their account. Include the affected number or extension, approximate time, issue description, impact, and steps already taken. Do not send passwords, API secrets, or unnecessary call-recording content in a support request.

Support hours and included support scope are those displayed on the website or stated in the customer’s quotation or agreement. Response times are targets only unless a written agreement expressly makes them binding. Resolution times depend on issue complexity and third-party providers.

5. Customer-side troubleshooting

Customers should keep internet, LAN, devices, operating systems, credentials, and agent settings in working order; appoint an account contact; and provide reasonable access and information needed to investigate issues. Changes outside the contracted scope may incur additional charges.

6. Billing and suspension

Billing cycles, the twenty-four-hour invoice deadline, suspension for non-payment, and thirty-day call-bundle expiry are governed by the Terms & Conditions and the customer’s invoice. Suspension does not itself pause a billing cycle or bundle validity.

7. Service credits

No service credit is offered under this general policy. A service credit or remedy applies only if expressly included in a signed customer agreement, which will define its eligibility, exclusions, claim process, and limits.

8. Contact

For support, contact [email protected] or use the contact method provided for your account.