Service Commitment
Effective Date: September 24, 2026
This replaces the previous Service Level Agreement. We have removed the uptime guarantee and service credits, because i3Simple currently runs on a single server without automatic failover and we would rather tell you that than promise something we cannot underwrite.
What we commit to
- We aim for the platform to be available at all times, and we monitor it daily.
- We keep tested backups and can restore service from them.
- We give at least 48 hours notice of planned maintenance, by email and in the platform, and we schedule it outside US business hours wherever possible.
- If there is an unplanned outage, we will tell you what happened and what we changed.
- Your phone numbers and your AI agents are carried by Telnyx and ElevenLabs. If either has an outage, calls may be affected even when our platform is running. We will say so plainly when that is the cause.
If the platform is down
If the platform is unavailable for more than 24 consecutive hours through our fault, email support@i3simple.com and we will refund the affected period. This is your remedy for downtime.
Support
Email support@i3simple.com. We answer during business hours, 9am to 6pm Eastern, Monday to Friday, excluding US federal holidays.
- Free: best effort
- Pro: within 1 business day
- Growth: within 4 business hours
Something actually broken — calls not being answered, the platform unreachable — gets looked at as soon as we see it, whatever the plan.
i3Simple · support@i3simple.com