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Core principle: tealsi is designed to be available and reliable, but no software platform, network, API, telecommunications provider or AI service operates without interruption. Features may be unavailable, delayed, degraded, modified or discontinued from time to time.
TEALSI DOES NOT GUARANTEE 100% UPTIME, UNINTERRUPTED ACCESS, ERROR-FREE OPERATION, PERMANENT AVAILABILITY OF ANY FEATURE, OR THAT EVERY MESSAGE, CALL, AUTOMATION, INTEGRATION OR AI REQUEST WILL COMPLETE SUCCESSFULLY.
1. Scope
This Service Availability & Maintenance Policy (“Availability Policy”) describes tealsi’s general practices regarding Platform availability, maintenance, outages, technical incidents and third-party dependencies.
This Availability Policy forms part of and supplements the Terms of Service, Security & Administrative Access Statement, Communications & Consent Policy and other applicable tealsi policies.
2. No Guarantee of 100% Uptime
tealsi does not guarantee that the Platform or any feature will be available one hundred percent (100%) of the time.
The Platform is provided on an “AS IS” and “AS AVAILABLE” basis, subject to the Terms of Service. Availability may be affected by maintenance, software defects, infrastructure failures, third-party outages, provider restrictions, internet failures, network congestion, telecommunications events, security incidents, force majeure events and other circumstances.
3. Planned Maintenance
tealsi may perform scheduled maintenance, upgrades, migrations, security patches, database work, infrastructure changes and other planned operational activities.
Where reasonably practicable and where maintenance is expected to materially affect Customer access, tealsi will use commercially reasonable efforts to provide advance notice through email, the Platform, a status page or another reasonable communication method.
4. Emergency Maintenance
tealsi may perform emergency maintenance without advance notice where immediate action is reasonably necessary to protect security, stability, Customer Data, provider relationships, legal compliance or Platform integrity.
Emergency maintenance may temporarily limit or disable certain features.
5. Unplanned Outages and Technical Incidents
Unexpected technical incidents may occur without advance notice. Such incidents may include software errors, database issues, server failures, network problems, telecommunications outages, authentication issues, provider failures, configuration errors or other operational disruptions.
When tealsi becomes aware of a material disruption, tealsi will use commercially reasonable efforts to investigate and restore affected functionality and to notify affected Customers as soon as reasonably practicable.
6. Third-Party Services and API Dependencies
Many tealsi features depend on third-party services, APIs, carriers, cloud infrastructure, payment processors, AI providers and other external systems.
These may include services provided by Hostinger, Twilio, Vapi, ElevenLabs, OpenAI, Meta, Google, TikTok, WhatsApp, Stripe, PayPal and other providers described in the Subprocessors & Connected Services Notice.
tealsi does not control the availability, uptime, policies, technical behavior or continued operation of those third-party services.
7. Provider and API Changes
Third-party providers may change APIs, authentication requirements, pricing, rate limits, permissions, supported features, technical specifications, models, policies or service availability at any time.
A provider change may cause an integration or feature to stop working temporarily or permanently. tealsi may need to modify, replace, migrate, limit or discontinue affected functionality in response.
8. Feature Changes, Deprecation and Removal
tealsi may modify, replace, redesign, deprecate, suspend or discontinue any feature, integration, model or functionality where reasonably necessary for technical, operational, legal, security, provider or commercial reasons.
Customer’s purchase or continued use of tealsi is not contingent upon delivery of any future feature or continued availability of any particular feature, provider, API, integration or model.
9. Performance and Degraded Service
Service may occasionally operate in a degraded state rather than being completely unavailable. Degradation may include slower response times, delayed automations, delayed communications, reduced capacity, limited provider functionality or intermittent errors.
tealsi does not guarantee constant latency, processing speed, delivery time or throughput.
10. Service Notifications
tealsi may communicate material service information through email, in-product notices, support messages, a status page or other reasonable channels.
Customer is responsible for maintaining current contact information and monitoring relevant operational notices.
11. Status Information
tealsi may maintain a public or private service-status mechanism to communicate known operational issues, maintenance or resolved incidents.
Status information is provided for operational convenience and may not reflect every minor, localized or Customer-specific issue.
12. Customer-Side Dependencies
Some service issues may arise from Customer-controlled systems, including Customer devices, internet connection, browser, network, DNS, credentials, API keys, connected accounts, payment methods, permissions or third-party configurations.
tealsi is not responsible for outages or failures caused by Customer-side systems or configuration.
13. Connected Account Failures
Customer-connected accounts may become disconnected because of expired authentication, revoked permissions, password changes, provider policy changes, account suspension, API changes or other provider-side events.
Customer is responsible for maintaining valid credentials and reauthorizing connected services when required.
14. Failed Messages, Calls and Automations
tealsi does not guarantee successful delivery or completion of every message, email, WhatsApp communication, phone call, AI call, automation, webhook, calendar action or other workflow.
Failures may result from invalid contact information, recipient blocking, carrier filtering, spam detection, provider limits, network failures, account restrictions, insufficient Wallet balance, API failures or other causes.
15. AI and Voice Availability
AI and voice services may experience model outages, rate limits, latency, provider errors, voice unavailability, context limits, transcription failures or other technical limitations.
tealsi does not guarantee that every AI response will be generated, that every AI call will complete or that a particular model or voice will remain continuously available.
16. Backups, Recovery and Restoration
tealsi may maintain backups, redundancy or recovery procedures appropriate to its systems and providers. However, backups and recovery mechanisms do not guarantee that every item of Customer Data or every in-progress transaction can always be restored.
Customers should export or separately preserve business-critical information where appropriate.
17. Security-Related Restrictions
tealsi may temporarily restrict access or disable functionality where necessary to investigate or respond to a security incident, suspected compromise, vulnerability or other material security risk.
Security-related restrictions may occur without prior notice where immediate action is reasonably necessary.
18. Suspension for Risk or Abuse
tealsi may suspend or limit services where Customer activity creates spam, fraud, abuse, legal, carrier, provider, security or infrastructure risk.
Such protective suspensions do not constitute an outage or breach of this Availability Policy.
19. No Service Level Agreement Unless Separately Agreed
Unless tealsi and Customer enter into a separate written Service Level Agreement (“SLA”), tealsi does not provide a contractual uptime percentage, service credit commitment, guaranteed response time or guaranteed recovery time.
Enterprise or other Customers may enter into separate written agreements containing different availability commitments.
20. No Guarantee of Business Results
Service availability does not guarantee business results. tealsi does not guarantee leads, appointments, sales, revenue, conversion rates, deliverability, campaign performance or any other business outcome.
21. Limitation of Responsibility
To the maximum extent permitted by applicable law, tealsi is not responsible for indirect, incidental, consequential, special, exemplary or punitive losses arising from downtime, delayed communications, provider outages, failed automations, missed opportunities or other service interruptions.
Any liability remains subject to the limitations and exclusions stated in the Terms of Service.
22. Changes to this Policy
tealsi may update this Availability Policy from time to time to reflect changes in infrastructure, providers, service practices, Platform functionality or legal requirements.
Material changes may be communicated through the website, Platform, email or another commercially reasonable method.
23. Contact
Questions regarding maintenance, availability or service interruptions may be directed to support@tealsi.com.
Reliable by design. Never represented as infallible.
tealsi works to maintain a dependable Platform while recognizing that software, infrastructure, networks, APIs, communications providers and AI services can experience interruptions and change over time.