Intelox Pty Ltd (ACN 700 471 665) ("Intelox") aims to keep the call agent and client console available 99.9% of each calendar month. If we miss that target, the Client receives service credits as set out below.
1. What is covered
- The call agent's ability to make and receive calls and send messages
- The client console at callagent.intelox.com.au
The marketing website and the optional n8n integration are not covered.
2. How uptime is measured
- 2.1We check the covered services every minute from an external monitoring service.
- 2.2A minute counts as down if the service fails 2 checks in a row from more than one location.
- 2.3Monthly uptime % = (total minutes in the month minus downtime minutes) divided by total minutes in the month, times 100.
Example for a 30-day month at a 99.9% target:
| Step | Calculation | Result |
|---|---|---|
| Minutes in the month | 30 × 24 × 60 | 43,200 minutes |
| Allowed downtime | 43,200 × 0.1% | 43.2 minutes |
| Uptime if down 100 minutes | (43,200 − 100) ÷ 43,200 × 100 | 99.77% |
3. What does not count as downtime
- Scheduled maintenance announced at least 48 hours in advance, up to 4 hours a month
- Outages of Twilio, Google, ElevenLabs, Meta or telephone carriers that are outside our control
- Problems caused by the Client's systems, settings or breach of the Acceptable Use Policy
- Suspension under the Customer Terms of Service
- Events outside reasonable control, such as natural disasters or widespread internet outages
4. Service credits
| Monthly uptime | Credit |
|---|---|
| Below 99.9% | 10% of that month's fee, applied to the next month's invoice |
- 4.1The Client must request credits within 30 days after the end of the affected month by emailing support@intelox.com.au.
- 4.2Credits are applied to the next invoice. If the Client has cancelled, credits are refunded.
- 4.3Total credits in a month cannot exceed that month's fee.
- 4.4Service credits do not limit the Client's rights under the Australian Consumer Law.
5. Support response times
| Priority | Example | First response |
|---|---|---|
| Urgent | Agent cannot make or receive any calls | 2 business hours |
| High | A feature is not working, no workaround | 1 business day |
| Normal | Questions, changes, minor issues | 2 business days |
Business hours are 9am to 5pm, Monday to Friday, Melbourne time, excluding public holidays.
6. Monthly report
On request, Intelox will provide the Client with the uptime figure for the previous month.