This policy sets out the availability commitment, service credits and support response targets for paid SIMCOAI plans. It forms part of your agreement with SIMCOAI LTD under the Terms of Service.
This document forms part of your agreement with SIMCOAI LTD. It is not legal advice for your own business; take independent advice for regulated, sensitive or high-volume use cases.
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Standard support covers account access, billing guidance, configuration questions, docs, known incidents, reasonable troubleshooting and product defects.
It does not include legal advice, tax advice, telecoms consulting, custom development or third-party account administration unless agreed.
Live operational status, active incidents, recent incident history and known issues are published at uptime.simcoai.co.uk. It is the first place a platform incident appears and is the fastest way to establish whether a problem is on our side.
SIMCOAI depends on third-party providers for telephony, payments, AI models and network delivery. The service is designed to degrade gracefully and to fall back where a provider fails, but no provider — including ours — can promise uninterrupted availability, and we do not publish an uptime percentage we would not be able to stand behind.
Edge protection is in place and is designed to help absorb malicious traffic and filter abusive requests. It reduces exposure; it does not make the service immune to attack, and we will not claim otherwise.
Where a problem is not shown on the status page, please report it with the time, what you expected, what happened, and any request identifier. This is described in our documentation under contacting support.
For paid plans, SIMCOAI targets Monthly Uptime of at least 99.5% for the core dashboard, AI chat and API. Monthly Uptime is measured per calendar month as the percentage of minutes the core service is available, excluding planned maintenance notified in advance, emergency security maintenance, and the exclusions below.
If Monthly Uptime for a paid plan falls below the target, you may claim a service credit against a future invoice: 99.0%–99.49% earns a credit of 5% of that month’s subscription fee; 95.0%–98.99% earns 10%; below 95.0% earns 25%. Credits must be claimed within 30 days of the end of the affected month by emailing hello@simcoai.co.uk with the dates and times observed. Credits are capped at 25% of the affected month’s fee, are not redeemable for cash, and are your sole and exclusive remedy for availability failures. Trials and free accounts are excluded.
You can reach us by phone on +44 7576 569444, through the support routes in your dashboard, using the public contact form, or by email at hello@simcoai.co.uk. For account-specific help, contact us from the business account email where possible.
The support line is answered by a digital assistant that can answer common questions immediately, and you can ask for a person at any point — press 2 or say so. If nobody is available it takes a callback rather than leaving you holding. Calls to it are answered by SIMCOAI itself and are covered by the recording and AI disclosure read out at the start of the call; the line is open during UK business hours and messages left outside them are picked up the next working day.
Include request IDs, timestamps, affected page/number, screenshots without secrets, and safe reproduction steps.
During incidents SIMCOAI may investigate, rate-limit, disable risky features, reroute, fall back, post status guidance or ask customers to pause a workflow.
Enterprise customers may have additional notification or review terms in their contract.
Planned maintenance that we expect to cause noticeable interruption will be announced at least 48 hours in advance via the dashboard or email, and will where practicable be scheduled outside 08:00–20:00 UK time on business days. Planned, notified maintenance is excluded from Monthly Uptime measurement up to a maximum of 4 hours per calendar month.
Emergency maintenance to address security vulnerabilities, provider incidents or data-integrity risks may proceed without advance notice; we will post an update as soon as reasonably practicable. Customers should re-test critical workflows after making major configuration or integration changes on their side.
Support hours are Monday to Friday, 09:00–17:30 UK time, excluding English bank holidays. Within support hours we target: Severity 1 (service unavailable or a security incident) — first response within 4 hours; Severity 2 (major feature degraded with no workaround) — first response within 1 business day; Severity 3 (general questions, minor issues, configuration help) — first response within 2 business days.
Targets apply to requests sent from the business account email with enough information to investigate (account email, timestamps, affected page or number, and reproduction steps where relevant). Enterprise contracts may agree faster targets in writing. A response target is a commitment to engage, not a guarantee of resolution time where third-party providers are involved.
The availability commitment and service credits do not apply to: unavailability caused by your configuration, equipment, network or integrations; suspension for unpaid fees or breach; unlawful or unsupported use; failures of third-party services outside our reasonable control (including carriers, payment providers and AI model providers) where we have taken reasonable mitigation steps; trials and free accounts; beta or preview features; and events outside our reasonable control as described in the Terms of Service.
Service credits do not accumulate beyond the 25% monthly cap and cannot be combined with any other remedy for the same event.
Before go-live, verify billing, legal acceptance, knowledge, phone numbers, disclosure wording, escalation contacts, transfer destinations, docs and support ownership.