Service Level Agreement

1. Purpose & Scope

This Service Level Agreement (the "SLA") describes the availability targets that eterni aims for in operating its Services for funeral homes. This SLA is a statement of goals, not a credit-backed guarantee. It does not modify, limit, or waive the warranty disclaimers or the limitation of liability set out in the Terms of Service or any applicable Subscription Agreement, all of which continue to govern.

2. Availability Target

eterni targets 99.5% monthly availability of the platform — meaning the web application and API — measured on a calendar-month basis, on a commercially-reasonable-efforts basis. This figure is an operational goal that eterni works toward; it is not a contractual guarantee or warranty of uptime.

3. Call-Handling Target

eterni also aims to keep the after-hours call-answering pipeline available. The availability and behavior of that pipeline depend on third-party telephony and AI providers (for example, Twilio and ElevenLabs) that are outside eterni's control. eterni does not warrant that every call will be answered, classified, routed, or escalated correctly, and this target is expressly subject to those third-party dependencies and to the AI no-warranty provisions of the Subscription Agreement (§2).

4. Exclusions

The targets above do not apply to, and downtime is not counted for, any unavailability caused by:

• Outages or degradation of third-party providers, including telephony, AI, hosting, identity, and payment providers.
• Scheduled or emergency maintenance.
• Customer misconfiguration, including greetings, on-call schedules, and escalation recipients.
• Customer equipment, software, or network connectivity.
• Force majeure or other events beyond eterni's reasonable control.
• Suspension of the Services for non-payment or for violation of the Acceptable Use Policy.

5. Maintenance

eterni performs maintenance on the Services, generally during low-traffic windows. eterni will use reasonable efforts to provide advance notice of planned maintenance that is expected to cause downtime. Emergency maintenance may be performed without advance notice where necessary to protect the security, integrity, or availability of the Services.

6. No Service Credits

Because availability under this SLA is stated as a goal rather than a guarantee, this SLA does not provide service credits or any financial remedy for failing to meet a target. The Subscription Agreement and the Terms of Service state the parties' respective remedies.

7. Support

To reach support, email support@myagentworks.ai. eterni triages reported issues by severity and responds on a commercially-reasonable-efforts basis.