Service Level Agreement

Preservons provides a 24/7 phone-based translation service to help municipal and nonprofit teams communicate with residents across language barriers - without requiring live interpreters.

The service is designed for continuous operation and is monitored for reliability.

While every effort is made to minimize disruptions, brief outages or delays may occur due to maintenance or third-party dependencies.

Clients will receive advance notice for planned interruptions whenever feasible.

Support is available via email at [email protected].

Urgent issues (e.g. total service outage) will typically receive a response within several hours during business days, and within 24 hours outside of them.

Non-urgent issues are usually addressed within 1–2 business days.

Typical connection times and translation response rates are optimized for real-time use, though performance may vary based on network conditions.

Call recordings are retained temporarily and can be provided upon request, subject to storage and privacy limitations.

This SLA does not apply to outages or disruptions caused by internet providers, telecom carriers, cloud platforms, or other external systems.

Force majeure events (e.g. natural disasters, infrastructure failures) are excluded.

During pilot periods or beta testing, specific performance targets are not guaranteed.

Preservons is committed to delivering a stable and valuable service. If a service failure or extended disruption occurs, resolution efforts will be prioritized, and appropriate remedies such as service extensions or credits may be considered on a case-by-case basis.