Scope: Applies to all paying Customers (Launch, Growth, and Scale tiers)
1. Service availability commitment and AI output exclusion
1.1 Platform availability
BAL will use commercially reasonable efforts to make the Service available on a continuous basis. BAL does not warrant that the Service will be uninterrupted, timely, secure, or error-free. Planned maintenance will be performed with reasonable advance notice where practical.
1.2 AI-generated output is separate from platform availability
The Service depends on third-party artificial intelligence providers (for avatar video generation, live avatar conversation, and voice synthesis) and third-party outbound infrastructure providers (for email delivery and prospect enrichment), identified to Customers in our confidential Data Processing Addendum, whose availability, generation time, and output quality BAL does not control.
Generation and delivery of AI Outputs (avatar video, synthesized voice, on-page AI conversations) are provided on a best-effort basis and are explicitly excluded from any platform-availability commitment. A delay or interruption in a third-party AI vendor's own service does not constitute unavailability of the BAL platform.
1.3 Autonomous support infrastructure
BAL operates autonomous AI agents to handle the majority of support inquiries. For most issues, automated responses from our knowledge-base-backed agent system will arrive within minutes. The response-time commitment below applies to inquiries requiring human escalation.
2. Support and response times
2.1 Support channels
Paid-tier Customers may contact support via email (support@b2bautoloop.com) or through the in-app support portal. We do not offer phone-based support at this time; all support is conducted via email or in-app chat.
2.2 Response-time commitment
We commit to respond to support inquiries within 24 hours during business days (Monday–Friday, 9 AM–5 PM Eastern Time). This commitment applies to inquiries requiring human review and response; automated responses from our AI support agents may arrive faster.
What "response" means:
- An acknowledgment that we received your inquiry and have reviewed it
- A clear statement of the next steps (resolution, escalation, timeline for further communication)
- Contact information for further follow-up
This is a target response time, not a guaranteed contractual response time. We make commercially reasonable efforts to meet this target, but extreme volume, infrastructure incidents, or circumstances beyond our control may occasionally delay response.
2.3 Support on every plan
There is no free trial. Support is by email on every plan, with a reply within one business day.
3. Exclusions from any availability or support commitment
3.1 Excluded circumstances
Notwithstanding any availability or response-time commitment, BAL has no obligation to maintain availability or meet response times during:
- Scheduled maintenance: Planned maintenance windows with at least 48 hours' advance notice (or as much notice as practical in urgent situations) are excluded.
- Force majeure: Events beyond BAL's reasonable control, including natural disasters, war, terrorism, pandemics, extreme weather, or widespread internet/power infrastructure failure.
- Customer-caused issues: Outages or problems caused by the Customer's own configuration, misuse, or violation of this Agreement or the Acceptable Use Policy.
- Third-party vendor outages: Outages caused by a third-party sub-processor (as listed on our Subprocessors page), including our AI-generation, email-delivery, data-enrichment, database, payment, and hosting providers. BAL will use commercially reasonable efforts to notify Customers of known third-party outages, but is not liable for their impact.
- DDoS and security incidents: Outages or degradation caused by denial-of-service attacks, unauthorized access attempts, or active security incidents, even if BAL is the target, provided BAL is using commercially reasonable security practices.
4. No liability carve-out
Any failure to meet the support or availability targets in this SLA does not create a basis for claim against BAL beyond the remedy structure described below (if any). This SLA is the exclusive remedy for any unavailability-related claim and does not modify the liability cap, warranty disclaimers, or indemnification provisions in Sections 3 and 7 of our Terms of Service, which remain the controlling terms for all other claims.
5. Changes to this SLA
We may update this SLA from time to time with 30 days' advance notice to Customers. Material changes (such as reduced availability targets or extended response times) will be announced to all affected Customers by email. Customers may terminate their subscription without penalty if a material change is unacceptable to them, subject to any termination terms in our Terms of Service.
6. Contact and escalation
For questions about this SLA or to report an outage:
Email: support@b2bautoloop.com
Legal and policy pages: Legal Center