TrueEngage Service Level Agreement

Effective Date: June 1, 2026

This Service Level Agreement ("SLA") defines service availability commitments, support services, incident management procedures, escalation processes, and service credit remedies applicable to the TrueEngage Service.

This SLA forms part of the TrueEngage Terms of Service and applies only to Customers with an active paid subscription that includes the applicable support entitlement.

Related Documents:

Terms of Service
Data Processing Addendum (DPA)
Privacy Policy
Technical and Organizational Measures (TOMs)
Trust Center

1. TERM AND ELIGIBILITY

This SLA becomes effective on the start date of Customer's paid subscription and remains in effect until termination or expiration of the applicable subscription.

This SLA does not apply to:

Free trials;
Evaluation subscriptions;
Expired subscriptions;
Suspended accounts;
Accounts with overdue payment obligations;
Services designated as beta, preview, early access, pilot, evaluation, or similar offerings.

2. DEFINITIONS

Availability means the ability of Authorized Users to access and use the Service in a Production Environment.

Downtime means a period during which the Service is unavailable for fifteen (15) or more consecutive minutes, excluding SLA Exclusions.

Incident means an unplanned interruption, degradation, malfunction, or security event affecting the Service.

Resolution means restoration of normal service operation, implementation of a workaround that materially restores functionality, or confirmation that service integrity has been restored.

Production Environment means a Deployment used by Customer and End Users for live business operations.

Non-Production Environment means a testing, development, staging, sandbox, training, or similar environment not intended for live customer interactions.

Scheduled Maintenance means planned maintenance announced in advance.

Service Credit means a credit applied to future invoices in accordance with this SLA.

Customer has the meaning set forth in the Terms of Service.

Partner means an authorized reseller, distributor, systems integrator, or managed service provider providing the Service to Customer.

Force Majeure Event means an event beyond a party's reasonable control, including natural disasters, war, terrorism, labor disputes, utility failures, internet disruptions, or governmental actions.

3. CUSTOMER RESPONSIBILITIES

Customer shall:

Maintain all required Genesys Cloud subscriptions, licenses, permissions, and connectivity required for use of the Service;
Maintain appropriate administrator and user access controls;
Provide accurate information necessary for incident investigation;
Cooperate with TrueEngage during troubleshooting and remediation activities;
Submit support requests through authorized support contacts;
Maintain current contact information for operational and escalation purposes.

Failure to meet these responsibilities may affect response times, resolution times, and eligibility for Service Credits.

4. SUPPORT PLANS

4.1 Standard 24x7 Support

Standard Support includes:

24x7 incident reporting and support for Production Environments;
Access to the TrueEngage Support Portal;
Technical assistance for standard Service functionality;
Escalation procedures defined in this SLA.

Standard Support does not include:

Configuration assistance;
Custom development;
Custom integrations;
Professional Services;
Service Credits.

4.2 Premium 24x7 Support

Premium Support is available as an Add-On and includes:

All Standard Support benefits;
Priority support handling;
Up to ten (10) hours per month of configuration assistance;
Support for custom configurations and integrations;
Service Credit eligibility;
SLA reporting upon request.

Unused support hours expire at the end of each calendar month and do not carry forward.

Additional Professional Services may be purchased separately.

5. CONFIGURATION ASSISTANCE (PREMIUM ONLY)

Premium Support Customers receive up to ten (10) hours per month of configuration or advisory assistance.

Examples include:

Contact option configuration;
Widget configuration;
Deployment setup and optimization;
Routing design and optimization;
API configuration assistance;
Genesys Cloud integration assistance;
Deployment reviews and recommendations.

Custom development work, implementation projects, and extensive consulting services may require separate Professional Services engagements.

6. INCIDENT SEVERITY LEVELS

TrueEngage shall make the initial severity classification of an Incident acting reasonably based on available information. Severity levels may be adjusted as additional information becomes available.

Severity	Description	Examples
Critical (P1)	Complete or near-complete loss of Service functionality in a Production Environment with no reasonable workaround available.	Full platform outage, widespread voice/video failures, major security incident.
High (P2)	Significant degradation of functionality with limited workaround available.	Major feature unavailable, persistent media quality issues, Management Panel unavailable.
Medium (P3)	Functional impairment with a reasonable workaround available.	Reporting issues, intermittent service errors, limited feature malfunction.
Low (P4)	Minor issue with limited business impact.	Cosmetic issue, isolated user issue, configuration question, documentation issue.

Critical incidents apply only to Production Environments.

Issues affecting Non-Production Environments will normally be classified as Medium or Low severity.

7. RESPONSE AND RESOLUTION TARGETS

Response and resolution targets apply to both Standard and Premium Support.

Severity	Initial Response	Status Updates	Resolution Target (90% of Cases)
Critical (P1)	15 Minutes	Every 1 Hour	4 Hours
High (P2)	1 Hour	Every 2 Hours	12 Hours
Medium (P3)	4 Hours	Every 8 Hours	3 Business Days
Low (P4)	8 Hours	Every 24 Hours	Commercially Reasonable Efforts

Response times are measured from the time a valid support ticket is received and classified.

Resolution targets are operational targets and not guarantees.

8. AVAILABILITY COMMITMENT

Availability commitments apply only to Production Environments.

For Customers with Premium Support, TrueEngage commits to:

99.9% Monthly Availability

Availability is calculated as:

Availability = (Total Minutes – Downtime Minutes) ÷ Total Minutes × 100

Availability is measured on a per-region basis for the applicable regional deployment of the Service.

Availability shall be measured using TrueEngage's monitoring systems, operational records, and incident management systems.

Downtime excludes all SLA Exclusions described in Section 10.

9. SERVICE CREDITS (PREMIUM ONLY)

Service Credits are available only to Premium Support Customers that are current on all payment obligations.

Service Credits constitute Customer's sole and exclusive remedy for SLA non-compliance.

9.1 Availability Credits

Monthly Availability	Service Credit
Below 99.9%	10%
Below 99.0%	15%
Below 98.0%	25%

Credits are calculated against the monthly fees attributable to the affected Service.

9.2 Resolution Performance Credits

If TrueEngage fails to meet the Resolution Target for more than ten percent (10%) of Critical or High severity incidents during a calendar month:

Average Delay Beyond Target	Service Credit
Up to 25%	10%
26% – 50%	15%
Greater than 50%	25%

9.3 Credit Limitations

Service Credits:

Are applied to future invoices only;
Have no cash value;
Are non-transferable;
May not be combined for the same event.

Total Service Credits for any calendar month shall not exceed twenty-five percent (25%) of the monthly fees attributable to the affected Service.

9.4 Credit Requests

To receive a Service Credit, Customer must submit a written request within thirty (30) days following the month in which the applicable SLA failure occurred.

Failure to submit a request within this period shall constitute a waiver of the applicable Service Credit.

9.5 Credit Exclusions

Service Credits shall not apply where the applicable SLA failure results from:

SLA Exclusions;
Customer actions or omissions;
Force Majeure Events;
Beta Services;
Customer misuse of the Service;
Third-party failures excluded under Section 10.

10. SLA EXCLUSIONS

The following are excluded from Availability calculations, response commitments, resolution targets, and Service Credits:

Scheduled Maintenance;
Emergency Maintenance;
Force Majeure Events;
Customer-caused issues;
Customer network or internet connectivity issues;
Third-party hardware or software not provided by TrueEngage;
Issues caused by Customer configurations or modifications;
Suspension of Service permitted under the Terms of Service;
Failures or degradation of Genesys Cloud;
Failures or degradation of Microsoft Azure;
Failures or degradation of Vonage or other third-party communications providers;
Failures resulting from Customer's use of unsupported integrations or unsupported configurations;
Beta Services;
Security events originating outside TrueEngage's systems.

11. SECURITY INCIDENT MANAGEMENT

Confirmed or suspected Security Incidents are handled in accordance with:

TrueEngage Incident Response Procedures;
The Data Processing Addendum;
Applicable privacy and security laws.

TrueEngage shall notify affected Customers without undue delay and in accordance with applicable law and the Data Processing Addendum following confirmation of a Security Incident affecting Customer Data.

Confirmed or suspected Security Incidents may be escalated directly to senior technical and executive management, including the CTO, irrespective of the standard escalation path.

TrueEngage maintains documented incident response, business continuity, and disaster recovery procedures, including defined recovery objectives and periodic testing.

Information regarding recovery objectives, testing practices, and related controls may be made available through the Trust Center or upon reasonable request.

12. INCIDENT REPORTING AND ESCALATION

Support Channels

Support Portal

Available through the TrueEngage Management Panel.

Customers without access to the Management Panel should contact their Account Manager or Partner.

Emergency Contact (Critical Incidents Only)

Emergency escalation procedures are made available through the Support Portal, Customer onboarding documentation, Account Manager, or Partner.

Escalation Path

Support Engineer
Technical Lead or Technical Account Manager (TAM)
Account Manager or Customer Success Lead
Chief Technology Officer (CTO)

TrueEngage may involve additional technical, operational, security, compliance, or management personnel as necessary.

For Critical Incidents, TrueEngage will provide status updates at least every one (1) hour until:

Service restoration;
Implementation of a materially effective workaround; or
Downgrade of Incident severity.

13. SCHEDULED MAINTENANCE

TrueEngage may perform Scheduled Maintenance to maintain security, performance, reliability, and compliance.

Unless emergency maintenance is required:

At least forty-eight (48) hours' notice will be provided for maintenance affecting Availability;
Maintenance windows will generally be limited to two (2) hours;
Maintenance will normally occur during low-traffic periods.

Planned changes affecting APIs, authentication, or integrations will generally be communicated at least seven (7) days in advance.

14. REPORTING AND REVIEW

Premium Support Customers may request SLA reports that may include:

Availability metrics;
Incident summaries;
Resolution performance;
Service Credit calculations.

Current operational status, maintenance notices, security notices, compliance information, certification information, and recovery objectives may be made available through the Trust Center.

TrueEngage may satisfy requests for operational, security, compliance, and availability information through documentation made available in the Trust Center.

TrueEngage reviews this SLA periodically and will provide at least thirty (30) days' notice before any material change.

Material changes will not apply retroactively.

15. BUSINESS CONTINUITY AND DISASTER RECOVERY

TrueEngage maintains documented business continuity, disaster recovery, backup, incident management, and change management procedures as part of its information security program.

Such procedures are designed and operated in alignment with TrueEngage's:

ISO/IEC 27001:2022 certification;
SOC 2 Type II control environment.

TrueEngage periodically tests applicable business continuity and disaster recovery procedures and maintains defined recovery objectives for critical services and systems.

Recovery objectives are internal operational targets and do not constitute contractual service commitments unless expressly stated in an applicable Order Form or Service Schedule.

Information regarding recovery objectives, testing practices, and related controls may be made available through the Trust Center.

16. LIMITATION OF LIABILITY

Customer's sole and exclusive remedy for any failure to meet the commitments described in this SLA is the Service Credit mechanism described herein.

Except for Service Credits expressly provided under this SLA, TrueEngage shall not be liable for any indirect, incidental, consequential, special, exemplary, or punitive damages, including loss of revenue, profits, goodwill, business opportunities, or data.

Nothing in this SLA modifies, expands, or supersedes the liability limitations contained in the Terms of Service.

17. ORDER OF PRECEDENCE

In the event of a conflict among governing documents, the following order of precedence shall apply:

Executed Partner Agreement or direct agreement between the parties;
Applicable Order Form;
Applicable Service Schedule;
This SLA;
Data Processing Addendum (DPA);
Technical and Organizational Measures (TOMs);
Terms of Service;
Privacy Policy;
Price List;
Trust Center materials.

Unless expressly stated otherwise, the higher-ranking document shall prevail solely to the extent of the conflict.