This Service Level Agreement sets out Merdial’s availability commitment, how availability is measured, what does not count against it, and what you get when we miss it. It forms part of the Terms of Service and applies to paid subscriptions.
Free plan
The Free plan is provided as-is and carries no availability commitment or service credits. Everything else in this document applies to paid plans.1. The commitment
Merdial will make the Service available at least 99.9% of the time in each calendar month. That allows roughly 43 minutes of unavailability per month.
2. How availability is measured
Monthly Uptime Percentage = (total minutes in the month − Unavailable Minutes) ÷ total minutes in the month, expressed as a percentage.
A minute is an Unavailable Minute if, during that minute, either:
- Platform unavailability — the web application or its API returns errors for all requests, or fails to respond, for substantially all customers; or
- Realtime failure — an active call session cannot receive live transcription or coaching, for substantially all affected customers.
Availability is measured by Merdial’s monitoring. We will share the relevant measurements with a customer making a claim.
Post-call processing is not availability
Scoring, qualification and coaching-plan generation run in a queue. A queue that is running slowly is a performance issue we will fix and tell you about; it is not downtime and does not earn credits. Only a queue that has stopped producing results for over 4 hours counts.3. Service credits
| Monthly Uptime Percentage | Credit (% of that month’s fees for the affected service) |
|---|---|
| ≥ 99.9% | None — the commitment was met |
| ≥ 99.0% and < 99.9% | 10% |
| ≥ 95.0% and < 99.0% | 25% |
| < 95.0% | 50%, and a right to terminate for cause with a pro-rated refund of prepaid fees |
Credits are applied against a future invoice, are capped at 100% of the monthly fee for the affected service, are not exchangeable for cash, and are the sole and exclusive remedy for a failure to meet the availability commitment — except for the termination right below 95%.
4. Claiming a credit
- Email team@merdial.com with the subject line
SLA credit request. - Include the dates and times of the unavailability, the affected accounts or departments, and any logs or request IDs you have.
- Submit within 30 days of the end of the month in which the incident occurred. A claim made after that is waived.
- We acknowledge within 2 business days and decide within 15 business days. If we agree, the credit appears on the next invoice.
We will not make you find our own outage
Where an incident affected substantially all customers, we apply credits without a claim and tell you we have. The claim process is for the cases our monitoring did not catch as yours.5. What does not count
Unavailable Minutes exclude time attributable to:
- Scheduled maintenance, announced at least 48 hours ahead and kept inside a weekend window, up to 4 hours per month.
- Emergency maintenance to close a security vulnerability, with as much notice as safety allows.
- Failures of your own network, devices, dialer, softphone, browser, or the machine running the desktop capture client.
- Your configuration — an exhausted talk-time allowance, a suspended account, revoked credentials.
- Use in breach of the Acceptable Use Policy or beyond documented rate limits.
- Force majeure, internet-wide failures, and outages at an upstream provider that are outside our reasonable control — though we will still tell you what happened and what we are changing.
- Beta, preview or experimental features, which are labelled as such.
6. Support
| Severity | Definition | First response target |
|---|---|---|
| P1 — Critical | The Service is unavailable, or live calls cannot be captured or handled. No workaround. | 1 hour, 24/7 |
| P2 — High | A major function is broken or badly degraded for many users. A workaround exists but is painful. | 4 business hours |
| P3 — Normal | A function is broken for some users, or behaves incorrectly with a reasonable workaround. | 1 business day |
| P4 — Low | A question, a cosmetic issue, or a feature request. | 3 business days |
Business hours are 09:00–18:00 UTC, Monday to Friday, excluding public holidays. P1 coverage is continuous. Response targets are targets for a first human response, not for a fix. Support reaches us at team@merdial.com; Team and Custom plans get a priority channel.
7. Incident communication
- For an incident affecting many customers we post an update within 60 minutes of confirming it, and update at least hourly until resolved.
- For a P1 we publish a written post-incident review within 5 business days — what broke, the impact, the timeline, and what changes so it does not recur.
- Security incidents follow the notification path in the DPA, which is faster: 48 hours.
Contact
Support and SLA claims: team@merdial.com. This SLA is effective 6 September 2026.