Service Level Agreement
Effective: 25 May 2026
This SLA applies to NightShift Enterprise subscribers only. Solo and Growth plans are covered by the standard Terms of Use.
1. Uptime Commitment
Orbyx (trading as NightShift) commits to a monthly uptime of 99.5% for the NightShift call-answering service (“Sarah”), measured as the percentage of minutes in a calendar month during which Sarah is available to receive and process inbound calls.
Uptime is tracked via our internal call-routing health checks and third-party monitoring. Current status is available at status.nightshift.orbyx.cc.
2. Call Answering Standard
During scheduled operating hours configured in your account, Sarah will answer inbound calls within 4 rings (approximately 20 seconds). If Sarah fails to connect within this window, the call will be forwarded to the fallback number you have configured in your dashboard.
3. Incident Response Times
| Priority | Definition | Acknowledgement | Resolution target |
|---|---|---|---|
| P1 — Critical | Sarah not answering calls | 2 hours | 8 hours |
| P2 — High | Bookings not recording, SMS not sending | 4 hours | 24 hours |
| P3 — Normal | Dashboard issues, reporting errors | 1 business day | 5 business days |
Response times run from when the incident is reported to legal@orbyx.cc or confirmed via our status page. Business hours: Monday–Friday, 9 am–6 pm AEST.
4. Service Credits
If monthly uptime falls below the commitment in clause 1, you are eligible for a service credit applied to your next invoice:
| Monthly uptime | Credit |
|---|---|
| 99.0% – 99.49% | 10% of monthly fee |
| 95.0% – 98.99% | 25% of monthly fee |
| Below 95.0% | 50% of monthly fee |
Credits must be requested within 30 days of the affected billing period by emailing legal@orbyx.cc with the subject line “SLA Credit Request — [your account email] — [month/year]”. Credits are applied to the following invoice and are not redeemable for cash.
5. Exclusions
The uptime commitment does not apply to downtime caused by:
- Scheduled maintenance (minimum 48 hours advance notice given via email and status page).
- Outages in third-party infrastructure outside our control, including Retell AI (voice), Twilio (telephony), Supabase (database), or Vercel (hosting).
- Your misconfiguration of call-forwarding, operating hours, or account settings.
- Force majeure events (natural disasters, war, government action, widespread internet outages).
- Your failure to maintain a valid payment method resulting in account suspension.
- Any period during which your account is under investigation for Terms of Use violations.
6. Reporting an Incident
To report a service incident, email legal@orbyx.cc with “[P1]”, “[P2]”, or “[P3]” at the start of the subject line, along with your account email and a brief description of the issue. For P1 incidents, include “URGENT” in the subject line.
7. Measurement
Uptime is calculated as: ((total minutes − downtime minutes) / total minutes) × 100. Downtime begins when a monitoring alert is triggered or when we acknowledge your incident report (whichever is earlier), and ends when normal service is restored and confirmed.
Our monitoring records are the authoritative source for uptime calculations. You may request a monthly uptime report by emailing legal@orbyx.cc.
8. Modifications
We may update this SLA with at least 30 days’ written notice. If a change materially reduces your entitlements and you do not accept it, you may terminate your Enterprise subscription and receive a pro-rata refund of prepaid fees for the remainder of your billing period.
9. Relationship to Terms of Use
This SLA is incorporated into and subject to the NightShift Terms of Use. In the event of a conflict between this SLA and the Terms of Use, this SLA governs with respect to uptime and support commitments only.