Uptime commitment

motel4.ai targets 99.5% monthly uptime for the AI receptionist service, measured as the percentage of minutes in a calendar month during which the service successfully receives and processes inbound calls. This equates to no more than approximately 2 hours and 11 minutes of downtime per month. Uptime is measured by our internal monitoring systems and calculated as: (total minutes in month − downtime minutes) / total minutes in month × 100.

Service credits

If monthly uptime falls below the committed level, you are eligible for service credits applied to your next invoice.

• ✓99.0% – 99.5% uptime — 10% credit of that month's subscription fee
• ✓95.0% – 99.0% uptime — 25% credit of that month's subscription fee
• ✓Below 95.0% uptime — 50% credit of that month's subscription fee

Requesting credits

To receive a service credit, you must submit a request to support@motel4.ai within 30 days of the end of the affected month. Include your account email and the dates and times of the service disruption. We will verify the claim against our monitoring data and apply any approved credits to your next invoice. Service credits are not refundable for cash and may not exceed 50% of your monthly subscription fee. Credits are your sole and exclusive remedy for downtime.

Exclusions

The following are excluded from uptime calculations and do not qualify for service credits.

• ✓Scheduled maintenance — announced at least 24 hours in advance via email, limited to 4 hours per month
• ✓Telephony carrier outages — disruptions at the carrier level (Telnyx or upstream PSTN providers) outside our control
• ✓AI model provider disruptions — outages or degraded performance from upstream AI and speech-to-text providers
• ✓Force majeure — natural disasters, government actions, pandemics, or other events beyond reasonable control
• ✓Customer-caused issues — misconfigured call routing, expired payment methods causing service suspension, or actions that violate the Acceptable Use Policy

Fallback behavior during outages

When the AI receptionist service is unavailable, inbound calls are automatically forwarded to the fallback phone number configured in your account settings. If no fallback number is configured, calls will ring without answer. We strongly recommend configuring a valid fallback number — such as your personal cell phone or a voicemail line — to ensure guests can always reach someone.

Support response times

We provide email support at support@motel4.ai during business hours (9 AM – 6 PM ET, Monday through Friday).

• ✓Critical (service down, calls not routing) — initial response within 2 hours during business hours
• ✓High (feature not working, degraded quality) — initial response within 8 business hours
• ✓Normal (questions, configuration help, feature requests) — initial response within 2 business days

Monitoring and transparency

We monitor service availability continuously using automated health checks. In the event of a service disruption, we will post updates to our status page and notify affected customers by email. Post-incident reports for outages exceeding 30 minutes are available upon request.