01
Introduction
This Service Level Agreement defines the support standards and service expectations provided by Kinto Creative Ltd for the AI voice receptionist service.
02
Service Availability
The AI voice agent itself runs continuously, including outside standard support hours. It does not require staff to be available for calls to be answered. The Company does not guarantee uninterrupted or error-free operation, and availability may be affected by third-party infrastructure or AI model providers outside the Company's control.
03
Support Hours
Standard support is available Monday to Friday, 9:00 AM to 5:00 PM UK time, excluding public holidays. Support requests received outside these hours will be handled on the next working day. Support is provided via email at hello@kintocreative.co.uk.
04
Response Time Targets
The Company aims to respond within the following timeframes. These are targets, not guarantees:
- Critical issues (complete system failure), within 4 business hours
- High priority issues (major functionality impacted), within 1 business day
- General enquiries and non-urgent requests, within 2 business days
05
Voice AI Setup
Go-live timing depends on timely receipt of the completed onboarding form, calendar access, and call-forwarding confirmation from the client, as set out in the Voice AI Setup & Service Agreement.
06
Voice AI Monthly Plan
Changes to services, pricing, opening hours, and calendar settings are typically completed within 2–3 working days, at no extra charge, as set out in the Voice AI Setup & Service Agreement.
07
Exclusions
This SLA does not cover issues caused by client misuse or breach of agreements; external system failures outside the Company's control; custom development beyond the agreed scope; or training or consulting outside agreed services.
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Kinto Creative Ltd · hello@kintocreative.co.uk · kintocreative.co.uk