Atlas Intel Service Level Objectives
Effective date: October 29, 2026
These Service Level Objectives describe the service levels Atlas Sales AI LLC ("Atlas") aims to provide for Atlas Intel. They are targets, not guarantees, and do not create service credits or refund rights beyond those in the Atlas Intel Terms of Service.
1. Availability
Target: the Atlas Intel web application is available 99.5% of the time each calendar month, measured by Atlas's monitoring.
Not counted as unavailable:
- scheduled maintenance announced at least 24 hours ahead, or emergency maintenance needed to protect security;
- outages of Connected Sources, such as a call recorder, meeting platform, CRM, or payment processor, or changes to their interfaces;
- outages of the internet, or of Customer's own network or devices;
- suspension under the Terms; and
- events beyond Atlas's reasonable control.
2. Call Processing
Target: a call is transcribed and scored within 24 hours after its recording or transcript becomes available from Customer's Connected Source.
Calls may take longer when a Connected Source delivers late, a recording is incomplete or inaudible, or a call cannot be matched to a User. Such calls are shown as needing attention rather than being scored on a guess.
3. Data Syncs
Target: appointment, pipeline, and sales data from Connected Sources is refreshed at least once a day. Where a Connected Source allows it, some data is refreshed more often.
4. Support
| Item | Target |
|---|---|
| Support channel | Email support@atlassales.io |
| Support hours | Monday to Friday, 9 AM to 5 PM Pacific Time, excluding US federal holidays |
| First response, service unavailable for all Users | Within 4 business hours |
| First response, other issues and questions | Within 1 business day |
5. Scheduled Maintenance
Atlas schedules maintenance outside US business hours where possible and announces planned downtime by email or in the application.
6. Security Incidents
Atlas will notify Customer of a Security Incident as provided in the Data Processing Addendum.
7. Changes
Atlas may update these objectives with 30 days' notice. Updates will not reduce the availability target during a paid term without Customer's agreement.