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Terms of Use

Last Updated: June 7, 2024

This Service Terms of Use Agreement (this “Agreement”) is a binding contract between you (“Customer,” “you,” or “your”) and Pure CallerID LLC, a Wyoming limited liability company (“Provider,” “we,” or “us”). This Agreement governs your access to and use of the Services.

THIS AGREEMENT TAKES EFFECT WHEN YOU SIGN A PURCHASE ORDER WITH PROVIDER OR BY ACCESSING OR USING THE SERVICES (the “Effective Date”). BY SIGNING A PURCHASE ORDER WITH PROVIDER OR BY ACCESSING OR USING THE SERVICES YOU (A) ACKNOWLEDGE THAT YOU HAVE READ AND UNDERSTAND THIS AGREEMENT; (B) REPRESENT AND WARRANT THAT YOU HAVE THE RIGHT, POWER, AND AUTHORITY TO ENTER INTO THIS AGREEMENT AND, IF ENTERING INTO THIS AGREEMENT FOR AN ORGANIZATION, THAT YOU HAVE THE LEGAL AUTHORITY TO BIND THAT ORGANIZATION; AND (C) ACCEPT THIS AGREEMENT AND AGREE THAT YOU ARE LEGALLY BOUND BY ITS TERMS.

IF YOU DO NOT AGREE TO THESE TERMS, YOU MAY NOT ACCESS OR USE THE SERVICES.

  1. Services.
    1(a) Access and Use Subject to and conditioned on your and your Authorized Users’ compliance with terms and conditions of this Agreement, Provider hereby grants you a revocable, non-exclusive, non-transferable, non-sublicensable, limited right to access and use the Services during the Term solely for your internal business operations by Authorized Users in accordance with the terms and conditions herein. Such use is limited to your internal use. Provider shall provide to you access credentials within a reasonable time following the Effective Date.
    1(b) Documentation License. Provider hereby grants you a non-exclusive, non-sublicensable, non-transferable license to use the Documentation during the Term solely for your internal business purposes in connection with your use of the Services.
    1(c) Use Restrictions. You shall not, and shall not permit any other Person to, access or use the Services or Provider Materials except as expressly permitted by this Agreement and, in the case of Third-Party Materials, the applicable third-party license agreement. For purposes of clarity and without limiting the generality of the foregoing, you shall not, except as this Agreement expressly permits: (i) copy, modify, or create derivative works of the Services or Provider Materials; (ii) rent, lease, lend, sell, sublicense, assign, distribute, publish, transfer, or otherwise make available any Services or Provider Materials to any Person, including on or in connection with the internet or any time-sharing, service, bureau, software as a service, cloud, or other technology service; (iii) reverse engineer, disassemble, decompile, decode, adapt, or otherwise attempt to derive or gain access to the source code of the Services or Provider Materials, in whole or in part; (iv) bypass or breach any security devise or protection used by the Services or Provider Materials or access or use the Services or Provider Materials other than by an Authorized User through the use of his or her own then valid access credentials; (v) input, upload, transmit, or otherwise provide to or though the Services or Provider Systems, any information or materials that are unlawful, injurious, or contain, transmit, or activate any harmful code; (vi) damage, destroy, disrupt, impair, interfere with, or otherwise impede or harm in any manner the Services, Provider Systems, or Provider’s provision of services to any third party, in whole or in part; (vii) remove, delete, alter, or obscure any trademarks, specifications, Documentation, EULA, warranties or disclaimers, or any copyright, trademark, patent, or other intellectual property or intellectual property rights notices from any Services or Provider Materials, including any copy thereof; (viii) access or use the Services or Provider Materials in any manner or for any purpose that infringes, misappropriates, or otherwise violates any Intellectual Property Right or other right of any third party (including by any unauthorized access to, misappropriation, use, alteration, destruction, or disclosure of the date of any other Provider customer), or that violates any applicable law; (ix) access or use the Services or Provider Materials for purposes of competitive analysis of the Services or Provider Materials, the development, provision, or use of a competing software service or product or any other purpose that is to the Provider’s detriment or commercial disadvantage; or (x) otherwise access or use the Services or Provider Materials beyond the scope of the authorization granted under this Section 1(c).
    1(d) Reservation of Rights. Nothing in this Agreement grants any right, title, or interest in or to (including any license under) any Intellectual Property Rights in or relating to, the Services, Provider Materials, or Third-Party Materials, whether expressly, by implication, estoppel, or otherwise. All right, title, and interest in and to the Services, the Provider Materials, and the Third-Party Materials are and will remain with Provider and the respective rights holders in the Third-Party Materials..
  2. Security.
    2(a) Customer Control and Responsibility You have and will retain sole responsibility for: (a) all Customer Data, including its content and use; (b) all information, instructions, and materials provided by or on behalf of you or any Authorized User in connection with the Services; (c) Your information technology infrastructure, including computers, software, databases, electronic systems (including database management systems), and networks, whether operated directly by Customer or through the use of third-party services (“Customer Systems”); (d) the security and use of Customer’s and its Authorized Users’ Access Credentials; and (e) all access to and use of the Services and Provider Materials directly or indirectly by or through the Customer Systems or its or its Authorized Users’ Access Credentials, with or without Customer’s knowledge or consent, including all results obtained from, and all conclusions, decisions, and actions based on, such access or use.
    2(b) Access and Security. Customer shall employ all physical, administrative, and technical controls, screening, and security procedures and other safeguards necessary to: (a) securely administer the distribution and use of all Access Credentials and protect against any unauthorized access to or use of the Services; and (b) control the content and use of Customer Data, including the uploading or other provision of Customer Data for Processing by the Services.
  3. Fees and Payment. You shall pay Provider the fees as described your purchase order (“Fees”) in accordance with your purchase order and this Section 3, without any deduction or setoff. If Customer fails to make any payment when due, without limiting Provider’s other rights and remedies, Provider may suspend, in accordance with Section 1(d), Customer’s and all other Authorized Users’ access to any portion or all of the Services until such amounts are paid in full. All Fees and other amounts payable by Customer under your purchase order are exclusive of taxes and similar assessments. Customer is responsible for all sales, use, and excise taxes, and any other similar taxes, duties, and charges of any kind imposed by any federal, state, or local governmental or regulatory authority on any amounts payable by Customer hereunder, other than any taxes imposed on Provider’s income.
  4. Intellectual Property Ownership. As between you and us, (a) we own all right, title, and interest, including all Intellectual Property Rights, in and to the Services and the Provider Materials and (b) you own all right, title, and interest, including all intellectual property rights, in and to Customer Data. Customer hereby unconditionally and irrevocably grants to Provider an assignment of all right, title, and interest in and to the Resultant Data and any feedback provided by you or your Authorized Users to Provider, including all Intellectual Property Rights relating thereto. You irrevocably grant all rights and permissions in or relating to Customer Data as are necessary or useful to Provider to enforce this Agreement and exercise Provider’s rights and perform Provider’s obligations hereunder.
  5. Trademarks. Unless expressly permitted under this Agreement, neither party shall use the other party’s trademarks, service marks, trade names, logos, domain names, or other indicia of source, association, or sponsorship (collectively, “Trademarks”), in each case, without the prior written consent of the other party, which consent shall not be unreasonably withheld. Notwithstanding the foregoing, Customer hereby grants to Provider a non-exclusive right to use Customer’s trademarks, service marks, logos, name, and other similar indicia in Provider’s promotion, advertising, and marketing materials that list or otherwise name current or former customers of Provider without Customer’s prior written consent. 
  6. Compliance. Customer represents, warrants, and covenants to Provider that (a) Customer owns or otherwise has all and will have the necessary rights and consents in and relating to the Customer Data so that, as received by Provider and Processed in accordance with this Agreement, they do not and will not infringe, misappropriate, or otherwise violate any Intellectual Property Rights, or any privacy or other rights of any third party or violate any applicable Law; (b) Customer will fully comply with all applicable federal, state , and local laws, regulations, and rules regarding telemarketing, telephone solicitations, and calling practices, including but not limited to the following: (i) the Telephone Consumer Protection Act of 1991, as amended (the “TCPA”), and regulations promulgated thereunder, including restrictions on the use of automated telephone equipment, prerecorded messages, and telephone facsimile machines; (ii) any state law equivalents to the TCPA, including state laws restricting the use of automated dialing equipment, prerecorded messages, text messages, and fax machines; (iii) any applicable state and federal do-not-call laws, including any state do-not-call registry on which Customer must register; and (iv) any other applicable federal, state, or local laws regarding calling practices and protecting consumer privacy; (c) Customer is in full compliance with any applicable state do-not-call registry on which it is required to register, including payment of any fees for state lookups or other compliance obligations; and (d) Customer will retain records of compliance with applicable telemarketing laws and calling practices and to provide reasonable access to and copies of such records upon request of the Company.
  7. DISCLAIMER OF WARRANTIES. ALL SERVICES AND PROVIDER MATERIALS ARE PROVIDED “AS IS.” PROVIDER SPECIFICALLY DISCLAIMS ALL IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, AND NON-INFRINGEMENT, AND ALL WARRANTIES ARISING FROM COURSE OF DEALING, USAGE, OR TRADE PRACTICE. WITHOUT LIMITING THE FOREGOING, PROVIDER MAKES NO WARRANTY OF ANY KIND THAT THE SERVICES OR PROVIDER MATERIALS, OR ANY PRODUCTS OR RESULTS OF THE USE THEREOF, WILL MEET YOUR OR ANY OTHER PERSON’S REQUIREMENTS, OPERATE WITHOUT INTERRUPTION, ACHIEVE ANY INTENDED RESULT, BE COMPATIBLE OR WORK WITH ANY SOFTWARE, SYSTEM, OR OTHER SERVICES, OR BE SECURE, ACCURATE, COMPLETE, FREE OF HARMFUL CODE, OR ERROR FREE. ALL THIRD-PARTY MATERIALS ARE PROVIDED “AS IS” AND ANY REPRESENTATION OR WARRANTY OF OR CONCERNING ANY THIRD-PARTY MATERIALS IS STRICTLY BETWEEN CUSTOMER AND THE THIRD-PARTY OWNER OR DISTRIBUTOR OF THE THIRD-PARTY MATERIALS.
  8. Indemnification.
    8(a) Provider Indemnification. Provider shall indemnify, defend, and hold Customer harmless from and against any and all losses, damages, liabilities, deficiencies, claims, actions, judgments, settlements, interest, awards, penalties, fines, costs, or expenses of whatever kind, including reasonable attorneys’ fees (“Losses”), incurred by Customer resulting from any third-party claim, suit, action, or proceeding (“Third-Party Claim”) that the Services, or any use of the Services in accordance with this Agreement, infringes or misappropriates such third party’s US Intellectual Property Rights, provided that Customer promptly notifies Provider in writing of the Third-Party Claim, cooperates with Provider, and allows Provider sole authority to control the defense and settlement of such Third-Party Claim. If such a Third-Party Claim is made or Provider reasonably anticipates such a Third-Party Claim will be made, Customer agrees to permit Provider, at Provider’s sole discretion, to (i) modify or replace the Services, or component or part thereof, to make it non-infringing, or (ii) obtain the right for Customer to continue use. If Provider determines that neither alternative is reasonably available, Provider may terminate this Agreement, in its entirety or with respect to the affected component or part, effective immediately on written notice to Customer. This Section 8(a) sets forth your sole remedies and our sole liability and obligation for any actual, threatened, or alleged Third-Party Claims that the Services infringe, misappropriate, or otherwise violate any intellectual property rights of any third party.
    8(b) Customer Indemnification. Customer shall indemnify, hold harmless, and, at Provider’s option, defend Provider and its officers, directors, employees, agents, affiliates, successors, and assigns from and against any and all Losses arising from or relating to any Third-Party Claim (i) that the Customer Data, or any use of the Customer Data in accordance with this Agreement, infringes or misappropriates such third party’s US Intellectual Property Rights; or (ii) based on Customer’s or any Authorized User’s negligence or willful misconduct or use of the Services in a manner not authorized by this Agreement; provided that Customer may not settle any Third-Party Claim against Provider unless Provider consents to such settlement, and further provided that Provider will have the right, at its option, to defend itself against any such Third-Party Claim or to participate in the defense thereof by counsel of its own choice.
  9. Limitations of Liability. IN NO EVENT WILL PROVIDER OR ANY OF ITS LICENSORS, SERVICE PROVIDERS, OR SUPPLIERS BE LIABLE UNDER OR IN CONNECTION WITH THIS AGREEMENT OR ITS SUBJECT MATTER UNDER ANY LEGAL OR EQUITABLE THEORY, INCLUDING BREACH OF CONTRACT, TORT (INCLUDING NEGLIGENCE), STRICT LIABILITY, AND OTHERWISE, FOR ANY: (a) LOSS OF PRODUCTION, USE, BUSINESS, REVENUE, OR PROFIT OR DIMINUTION IN VALUE; (b) IMPAIRMENT, INABILITY TO USE OR LOSS, INTERRUPTION, OR DELAY OF THE SERVICES; (c) LOSS, DAMAGE, CORRUPTION, OR RECOVERY OF DATA, OR BREACH OF DATA OR SYSTEM SECURITY; (d) COST OF REPLACEMENT GOODS OR SERVICES; (e) LOSS OF GOODWILL OR REPUTATION; OR (f) CONSEQUENTIAL, INCIDENTAL, INDIRECT, EXEMPLARY, SPECIAL, ENHANCED, OR PUNITIVE DAMAGES, REGARDLESS OF WHETHER SUCH PERSONS WERE ADVISED OF THE POSSIBILITY OF SUCH LOSSES OR DAMAGES OR SUCH LOSSES OR DAMAGES WERE OTHERWISE FORESEEABLE, AND NOTWITHSTANDING THE FAILURE OF ANY AGREED OR OTHER REMEDY OF ITS ESSENTIAL PURPOSE. IN NO EVENT WILL THE AGGREGATE LIABILITY OF PROVIDER ARISING OUT OF OR RELATED TO THIS AGREEMENT, WHETHER ARISING UNDER OR RELATED TO BREACH OF CONTRACT, TORT (INCLUDING NEGLIGENCE), STRICT LIABILITY, OR ANY OTHER LEGAL OR EQUITABLE THEORY, EXCEED THE TOTAL AMOUNTS PAID TO PROVIDER UNDER THIS AGREEMENT IN THE 12-MONTH PERIOD PRECEDING THE EVENT GIVING RISE TO THE CLAIM. THE FOREGOING LIMITATIONS APPLY EVEN IF ANY REMEDY FAILS OF ITS ESSENTIAL PURPOSE.
  10. Term and Termination.
    10(a) Term. The term of this Agreement begins on the Effective Date and continues for the “Initial Term” as set forth in each purchase order, and shall be automatically renewed for additional periods of the same duration as the Initial Service Term. unless sooner terminated pursuant to this Section
    10(b) Termination. Provider may terminate this Agreement, effective on written notice to you, if you fails to pay any amount when due hereunder. Either party may terminate this Agreement with at least 60-days prior written notice, effective on the last day of the month following the date such notice is delivered to the other party. Either party may terminate this Agreement immediately upon notice by either party if: (i) the other party is in material breach of this Agreement; or (ii) the other party (A) becomes insolvent or files, or has filed against it, a petition for voluntary or involuntary bankruptcy or under any other insolvency law; (B) makes or seeks to make a general assignment for the benefit of its creditors, seeks reorganization, winding-up, liquidation, dissolution, or other similar relief with respect to it or its debts; (C) applies for, or consents to, the appointment of a trustee, receiver, or custodian for a substantial part of its property; or (D) is generally unable to pay its debts as they become due.Effect of Termination. Upon termination of this Agreement, Customer shall immediately discontinue use of Services and any Provider materials. No expiration or termination of this Agreement will affect Customer’s obligation to pay all Fees that may have become due before such expiration or termination, or entitle Customer to any refund.
  11. Export Regulation. You shall not, directly or indirectly, export, re-export, or release the Services or the software or technology included in the Services to, or make the Services or the software or technology included in the Services accessible from, any jurisdiction or country to which export, re-export, or release is prohibited by law, regulation, or rule. You shall comply with all applicable federal laws, regulations, and rules, and complete all required undertakings (including obtaining any necessary export license or other governmental approval), prior to exporting, re-exporting, releasing, or otherwise making the Services or the software or technology included in the Services available outside the US.
  12. Governing Law and Jurisdiction; Waiver of Jury Trial. This agreement is governed by and construed in accordance with the internal laws of the State of Colorado without giving effect to any choice or conflict of law provision or rule that would require or permit the application of the laws of any jurisdiction other than those of the State of Colorado. Any legal suit, action, or proceeding arising out of or related to your purchase order, this Agreement, or the rights granted hereunder will be instituted exclusively in the state or federal courts located in Denver County, Colorado, and each party irrevocably submits to the exclusive jurisdiction of such courts in any such suit, action, or proceeding. Each party irrevocably and unconditionally waives any right it may have to a trial by jury in respect of any legal action arising out of or relating to this Agreement or the transactions contemplated hereby.
  13. Miscellaneous. Your purchase order and this Agreement constitutes the entire agreement and understanding between the parties hereto with respect to the subject matter hereof and supersedes all prior and contemporaneous understandings, agreements, representations, and warranties, both written and oral, with respect to such subject matter. Any notices to us must be sent to our corporate headquarters and must be delivered either in person, by certified or registered mail, return receipt requested and postage prepaid, or by recognized overnight courier service, and are deemed given upon receipt by us. Notwithstanding the foregoing, you hereby consent to receiving electronic communications from us. These electronic communications may include notices about applicable fees and charges, transactional information, and other information concerning or related to the Services. You agree that any notices, agreements, disclosures, or other communications that we send to you electronically will satisfy any legal communication requirements, including that such communications be in writing. The invalidity, illegality, or unenforceability of any provision herein does not affect any other provision herein or the validity, legality, or enforceability of such provision in any other jurisdiction. Any failure to act by us with respect to a breach of this Agreement by you or others does not constitute a waiver and will not limit our rights with respect to such breach or any subsequent breaches. This Agreement is personal to you and may not be assigned or transferred for any reason whatsoever without our prior written consent and any action or conduct in violation of the foregoing will be void and without effect. We expressly reserve the right to assign this Agreement and to delegate any of its obligations hereunder.
  14. Definitions.
    14(a) “Authorized User” means Customer’s employees, consultants, contractors, and agents (a) who are authorized by Customer to access and use the Services under the rights granted to Customer pursuant to this Agreement and (b) for whom access to the Services has been purchased hereunder.
    14(b) “Customer Data” means information, data, and other content, in any form or medium, that is collected, downloaded, or otherwise received, directly or indirectly, from Customer or an Authorized User by or through the Services. For the avoidance of doubt, Customer Data does not include Resultant Data or any other information reflecting the access or use of the Services by or on behalf of Customer or any Authorized User.
    14(c) “Documentation” means any manuals, instructions or other documents or materials that the Provider provides or makes available to customer in any form or medium and which describe the functionality, components, features, or requirements of the Services or Provider Materials, including any aspect of the installation, configuration, integration, operation, use, support, or maintenance thereof.
    14(d) “Intellectual Property Rights” means any and all registered and unregistered rights granted, applied for, or otherwise now or hereafter in existence under or related to any patent, copyright, trademark, trade secret, database protection, or other intellectual property rights laws, and all similar or equivalent rights or forms of protection, in any part of the world.
    14(e) “Person” means an individual, corporation, partnership, joint venture, limited liability entity, governmental authority, unincorporated organization, trust, association, or other entity.
    14(f) “Provider Materials” means the Services, Documentation, and Provider Systems and any and all other information, data, documents, materials, works, and other content, devices, methods, processes, hardware, software, and other technologies and inventions, including any deliverables, technical or functional descriptions, requirements, plans, or reports, that are provided or used by Provider or any subcontractor in connection with the Services or otherwise comprise or relate to the Services or Provider Systems. For the avoidance of doubt, Provider Materials include Resultant Data and any information, data, or other convent derived from Provider’s monitoring of Customer’s access to or use of the Services, but do not include Customer Data.
    14(g) “Provider Systems” means the information technology infrastructure used by or on behalf of Provider in performing the Services, including all computers, software, hardware, databases, electronic systems (including database management systems), and networks, whether operated directly by Provider or through the use of third-party services.
    14(h) “Resultant Data” means data and information related to your use of the Services that is used by Provider in an aggregate and anonymized manner, including to compile statistical and performance information related to the provision and operation of the Services.
    14(i) “Services” means the services provided by Provider that are detailed in Customer’s purchase order.
    14(j) “Third-Party Materials” means materials and information, in any form or medium, including any software, documents, data, content, specifications, products, equipment, or components of or relating to the Services that are not proprietary to Provider.
  15. Survival. This Section 15, Sections 3, 4, 5, 6, 8, 9, 10, 12, and 13, and any right, obligation, or required performance of the parties in this Agreement which, by its express terms or nature and context is intended to survive termination or expiration of this Agreement, will survive any such termination or expiration.
  16. Suspension. Provider may, directly or indirectly, and by use of any lawful means, suspend, terminate, or otherwise deny your, any Authorized User’s, or any other Person’s access to or use of all or any part of the Services or Provider Materials, without incurring any resulting obligation or liability, if: (i) Provider receives a judicial or other governmental demand or order, subpoena, or law enforcement request that expressly or by reasonable implication requires Provider to do so; or (ii) Provider believes, in its good faith and reasonable discretion, that: (A) you or any Authorized User has failed to comply with any material term of this Agreement, or accessed or used the Services beyond the scope of the rights granted or for a purpose not authorized under this Agreement or in any manner that does not comply with any material instruction or requirement of Provider specifications; (B) you or any Authorized User is, has been, or is likely to be involved in any fraudulent, misleading, or unlawful activities; or (B) this Agreement expires or is terminated. This Section 1(e) does not limit any of Provider’s other rights or remedies, whether at law, in equity, or under this Agreement.

Service Level Agreement (SLA) Addendum

This Service Level Agreement (“SLA”) outlines the service levels and support commitments for the following Pure CallerID products and services: UC Protect, Core, Aegis One, BrandID, and Voice and Messaging Services.

  1. UC Protect
    • Availability: No availability guarantee due to reliance on carriers and their discretion.
    • Scheduled Maintenance: Scheduled maintenance will be performed outside of business hours (8 PM to 6 AM local time) and will be announced at least 48 hours in advance.
    • Response Time:
      • Critical issues: Response within 4 hours.
      • Non-critical issues: Response within 48 hours.
    • Service Credits: No service credits are offered for UC Protect.
  2. Core
    • Availability: Core services, including Community CallerID pools, SPAM Sentry, Watchtower, DataBoost, and BrandID, will be available 99.999% of the time each calendar month, excluding scheduled maintenance.
    • Scheduled Maintenance: Scheduled maintenance will be performed outside of business hours (8 PM to 6 AM local time) and will be announced at least 48 hours in advance.
    • Response Time:
      • Critical issues: Response within 5 minutes.
      • Non-critical issues: Response within 24 hours.
    • Service Credits: If Pure CallerID fails to meet the uptime commitments outlined above, customers will be eligible for service credits. The amount of service credits will be calculated as a percentage of the monthly service fee for the affected service, as follows:
      • 99.999% uptime: 0% credit
      • 99.99% – 99.998% uptime: 5% credit
      • 99.0% – 99.98% uptime: 10% credit
      • Less than 99.0% uptime: 20% credit
  3. Aegis One
    • Availability: Aegis One services will be available 99.999% of the time each calendar month, excluding scheduled maintenance.
    • Scheduled Maintenance: Scheduled maintenance will be performed outside of business hours (8 PM to 6 AM local time) and will be announced at least 48 hours in advance.
    • Response Time:
      • Critical issues: Response within 5 minutes.
      • Non-critical issues: Response within 4 hours.
    • Service Credits: If Pure CallerID fails to meet the uptime commitments outlined above, customers will be eligible for service credits. The amount of service credits will be calculated as a percentage of the monthly service fee for the affected service, as follows:
      • 99.999% uptime: 0% credit
      • 99.99% – 99.998% uptime: 5% credit
      • 99.0% – 99.98% uptime: 10% credit
      • Less than 99.0% uptime: 20% credit
  4. BrandID
    • Availability: No availability guarantee due to reliance on carriers and their discretion.
    • Scheduled Maintenance: Scheduled maintenance will be performed outside of business hours (8 PM to 6 AM local time) and will be announced at least 48 hours in advance.
    • Response Time:
      • Critical issues: Response within 1 hour.
      • Non-critical issues: Response within 4 hours.
    • Service Credits: No service credits are offered for BrandID.
  5. Voice and Messaging Services
    • Availability: Voice and Messaging services will be available 99.999% of the time each calendar month, excluding scheduled maintenance.
    • Scheduled Maintenance: Scheduled maintenance will be performed outside of business hours (8 PM to 6 AM local time) and will be announced at least 48 hours in advance.
    • Response Time:
      • Critical issues: Response within 5 minutes.
      • Non-critical issues: Response within 4 hours.
    • Service Credits: If Pure CallerID fails to meet the uptime commitments outlined above, customers will be eligible for service credits. The amount of service credits will be calculated as a percentage of the monthly service fee for the affected service, as follows:
      • 99.999% uptime: 0% credit
      • 99.99% – 99.998% uptime: 5% credit
      • 99.0% – 99.98% uptime: 10% credit
      • Less than 99.0% uptime: 20% credit
  6. General Terms
    • Exclusions: This SLA does not apply to any performance issues caused by factors outside of Pure CallerID’s reasonable control, including but not limited to force majeure events, customer equipment failures, or third-party service providers.
    • Support: Customers can contact support 24/7 via email or phone. Pure CallerID commits to responding to support requests within the response times outlined above.

By using our services, you agree to the terms and conditions set forth in this SLA. If you have any questions or concerns, please contact your account manager.