Service Level and Support Policy

Support requests may be sent to contact@unitedaigroup.com or through any support channel provided to the client. Unless otherwise agreed in writing, support is provided during normal business hours, excluding holidays. Response times may vary by service plan, issue complexity, third-party availability, and client responsiveness.

We may prioritize issues as Critical, High, Medium, or Low. Critical issues involve major production failure affecting core functionality. High issues involve significant feature failure or campaign disruption. Medium issues include partial failures, integration questions, or non-urgent bugs. Low issues include general questions, minor changes, training, or enhancement ideas.

Unless a signed SLA says otherwise, United AI Group does not guarantee uptime, response time, resolution time, delivery rates, call answer rates, lead volume, appointment volume, conversion rates, or revenue results. We are not responsible for third-party outages, API changes, telecom issues, DNS issues, deliverability problems, number registration issues, payment processor issues, or AI provider downtime.