Service Level Agreement
Effective Date: April 26, 2025 | Malya LLC
Our Commitment
This Service Level Agreement ("SLA") describes Malya LLC's commitments across two categories of service: (1) the Malya Voice — Voice AI Agents — our packaged voice product, which operates as an always-on automated service with platform uptime targets and human ticket response windows; and (2) enterprise project engagements — Data Infrastructure, AI Agents, Project Intelligence, and Portfolio Visibility consulting work, where SLAs are defined in the applicable Statement of Work and include milestone delivery, response-to-feedback, and post-delivery defect commitments.
1. Platform Uptime — Malya Voice (Voice AI Agents)
The Malya Voice automated phone-answering platform is designed to operate 24 hours a day, 7 days a week, including nights, weekends, and holidays. The uptime targets below describe the percentage of time the platform is available to receive and process inbound calls.
| Plan | Monthly Uptime Target | Max Downtime / Month |
|---|---|---|
| Starter | 99.5% | ~3.6 hours |
| Professional | 99.9% | ~43 minutes |
| Business | 99.9% | ~43 minutes |
| Enterprise | 99.95% | ~22 minutes |
"Uptime" means the percentage of time the Malya Voice platform is available to receive and process calls, excluding Scheduled Maintenance and Excused Downtime (see Section 4).
2. Support Response Times
| Priority | Description | Initial Response | Resolution Target |
|---|---|---|---|
| P1 — Critical | Service completely unavailable or major calls failing | 1 hour | 4 hours |
| P2 — High | Significant degradation; major feature impaired | 4 hours | 24 hours |
| P3 — Medium | Minor feature issue; workaround available | 1 business day | 5 business days |
| P4 — Low | General question, feature request, or cosmetic issue | 2 business days | Next release cycle |
Note on response times vs. platform availability: The Malya Voice automated platform itself runs 24/7 (calls are answered around the clock by AI). The response times above describe how quickly a Malya human engages with a support ticket. Human ticket response operates Monday–Friday, 9 AM–6 PM Central Time, with on-call escalation available for P1 critical incidents outside business hours. Enterprise plans include extended on-call coverage. Submit tickets via your dashboard or email service@malya.io.
3. Service Credits
If Malya fails to meet the uptime commitment for your plan in a given calendar month, you are eligible to request a service credit:
| Monthly Uptime Achieved | Credit (% of Monthly Fee) |
|---|---|
| Below target but ≥ 99.0% | 10% |
| Below 99.0% but ≥ 98.0% | 25% |
| Below 98.0% | 50% |
To claim a credit, submit a request to service@malya.io within 30 days of the incident. Credits are applied to future invoices and are not redeemable for cash. Maximum credit per month is 50% of the monthly fee.
4. Exclusions (Excused Downtime)
Uptime calculations exclude downtime caused by:
- Scheduled maintenance (announced at least 24 hours in advance)
- Emergency maintenance required to prevent security breaches or data loss
- Third-party service provider outages (Vapi, Supabase, AWS, Stripe, etc.)
- Force majeure events: natural disasters, war, cyberattacks, government actions
- Actions or omissions by the Client, including misconfigured agent settings or invalid API usage
- Internet connectivity issues outside Malya's control
- Free trial accounts or services in beta status
5. Enterprise Project Engagement SLAs
For Data Infrastructure, AI Agents for the Jobsite, Project Intelligence, and Portfolio Visibility engagements, delivery commitments are defined in the Statement of Work (SOW) for each project. The following terms apply by default unless modified in the SOW:
- Iterative sprint cadence: Malya commits to delivering a working agent, pipeline, dashboard, or platform increment at every sprint checkpoint, with stakeholder demos on real client project data. Sprint length is defined in the SOW based on engagement scope.
- Milestone delivery: Malya commits to delivering agreed milestones by the dates specified in the SOW. Delays caused by client-side actions (delayed approvals, late data provision, P6 or project management system access not granted, change requests, project pauses) do not count against Malya's delivery obligations.
- Production defect support: For 30 days following final delivery, Malya will fix material defects at no additional charge. This includes ingestion pipeline failures, AI agent output errors traceable to our model configuration, and dashboard data accuracy issues. Excluded: defects caused by upstream tool changes (P6 schema changes API updates), client data quality issues, or scope changes.
- Response to client feedback: Malya will respond to client feedback on deliverables within 2 business days.
- Operational incident severity (managed-services clients): For clients on a managed-services engagement where Malya operates the data platform or AI agents ongoing, incident severity follows Section 2 above, applied to construction-specific scenarios — e.g., P6 ingestion pipeline offline, document-control agent unable to log RFIs, project-intelligence model returning errors, BI dashboard data stale beyond 24 hours.
- Retainer clients: Dedicated availability of up to the agreed hours per month, with unused hours not carried forward unless otherwise specified.
6. Contact
© 2026 Malya LLC. Effective April 26, 2025.