Service Level Agreement (SLA)

This Service Level Agreement (“SLA”) describes the support standards and service expectations for Virtual Desk Agent.

This SLA applies to support and configuration services provided by Virtual Desk Agent for AI call agent, virtual receptionist, appointment scheduling, and messaging workflows (the “Services”).

Important: Issues originating from third-party platforms (telephony providers, messaging carriers, calendars, CRMs, hosting, etc.) are outside the scope of this SLA.

1) Scope of Support

This SLA covers:

* Support for issues directly related to Virtual Desk Agent’s configured workflows and systems

* Assistance with troubleshooting call flows, routing rules, and basic automation logic

* Guidance for configuration questions and best-practice recommendations

* Fixes for issues caused by our setup or changes made by our team (where applicable)

This SLA does not cover:

* Problems caused by third-party outages or carrier restrictions

* Custom development beyond the agreed scope

* Client-side errors due to unauthorized edits or changes made by the client or third parties

* General IT support unrelated to the Services

2) Support Channels

Support requests can be submitted via:

Email: [email protected]

When contacting support, please include:

* Your name and business name

* A short description of the issue

* Screenshots or logs (if available)

* Time and date of the incident

* The affected phone number/workflow (if applicable)

3) Support Hours

Unless otherwise agreed in writing:

Support Hours: Monday–Friday (local business hours)

After-hours requests will be handled on the next business day.

4) Severity Levels & Target Response Times

Response time means the time to acknowledge your ticket and begin investigation. Resolution time varies based on complexity and third-party dependencies.

Severity 1 — Critical

Examples: System-wide outage; calls/messages not functioning for most workflows

Target Response: Within 4–8 business hours

Severity 2 — High

Examples: Major feature impaired; missed-call text-back not triggering; booking flow broken

Target Response: Within 1 business day

Severity 3 — Medium

Examples: Minor workflow issues; partial disruption; reporting/notification issues

Target Response: Within 2 business days

Severity 4 — Low

Examples: General questions; minor edits; non-urgent improvements

Target Response: Within 3 business days

Note: These are targets, not guarantees. Complex issues may require additional time.

5) Third-Party Dependencies (Out of Scope)

Our Services may rely on third-party providers such as:

* Telephony and messaging providers and mobile carriers

* CRM and scheduling/calendar platforms

* Web hosting, DNS, and domain providers

* Email services and analytics tools

Issues caused by the following are outside this SLA:

* Carrier filtering, deliverability issues, or compliance enforcement (including A2P requirements)

* Third-party outages or downtime

* Changes to third-party pricing, policies, or APIs

* Account suspensions or restrictions initiated by third parties

6) Client Responsibilities & Compliance

Clients are responsible for:

* Maintaining active and properly configured third-party accounts (if used)

* Providing timely access to necessary credentials, systems, and documentation

* Designating a primary contact for support communications

* Ensuring compliance with applicable laws and regulations for calling, texting,

consent, opt-out handling, and data usage

* Reviewing and approving scripts, disclosures, and messaging content

Virtual Desk Agent is not responsible for service disruption resulting from third-party enforcement actions, including suspension or termination of third-party accounts, numbers, or messaging services.

7) Limitations

This SLA defines service standards and support expectations only. Virtual Desk Agent does not guarantee uninterrupted service and is not liable for:

* Third-party service failures

* Data issues originating outside our configured workflows

* Indirect, incidental, or consequential business losses (including lost revenue)

8) Modifications

We may update this SLA from time to time. Updates will be posted on our website and will apply prospectively.

9) Governing Law

This SLA is governed by the laws applicable to your operating jurisdiction unless otherwise required by law.

10) Contact Us

If you have questions about this SLA, please contact:

Virtual Desk Agent
Email: [email protected]

Effective Date: March 5, 2026

Get in touch with us

Have questions or want to see how it works? Book a quick call and we’ll walk you through a simple demo tailored to your business.

096749 89915

[email protected]

B/50/H/3 Bright Street, Park Circus

Monday - Friday,
9:00 am - 5:00 pm

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Supercharge your customer communication with

Virtual Desk Agent —

Virtual Desk Agent is your always-on AI receptionist built to answer calls, recover missed leads, schedule appointments, and follow up automatically. Reduce missed opportunities, improve customer experience, and save time by letting natural, human-like conversations handle common inquiries—without adding more staff or manual work. Our system is customizable to your business workflows and scales easily as your call volume grows, so every customer gets a fast, professional response.