Service Level
and Support.
What we commit to today. We only promise what we run and staff.
Last updated: November 8, 2026
Scope
Covers paid Lead Responder Lite accounts and Done-for-You Setup work.
Availability
We aim for high availability. No uptime percentage is promised. Planned maintenance gets email notice when possible. First replies that could not be sent during an outage are queued and sent when service returns.
How to get support
Email support@auragridlabs.com, or the support link in your dashboard.
Response time
We usually reply within 1 business day.
What support covers
Setup questions, reply wording changes, connection problems, billing questions.
Done-for-You delivery
Usually within 1 business day after the checklist and approved scope; 1 revision round.
Incidents
If something breaks that affects you, we email you with what happened and what we did.
Backups
We keep regular encrypted backups.
Your responsibilities
Keep your form forwarding and contact details current.
What we do not promise
No uptime percentage, no service credit, no inbox placement, no lead or revenue outcomes, no security certifications. Human support is during office hours. The voice agent is automated and answers calls any time; we do not promise a human answer outside office hours.
Changes
At least 30 days' email notice before any reduction.
