These Terms and Conditions ("Terms") govern the use of the Sentrya platform ("Platform"), a multi-tenant SaaS application provided by Sentrya, LLC ("Sentrya," "we," "us," or "our") designed for AI-driven call answering and lead capture for trades businesses. By accessing or using the Platform, you agree to be bound by these Terms.

1. Description of Services

Sentrya provides an AI-powered service that uses real-time AI voice and SMS technology to:

• Answer inbound calls for trade businesses (e.g., Plumbing, HVAC, Electrical).

• Capture structured job information such as caller name, address, and issue description.

• Provide call summaries and instant notifications to business owners via SMS and email.

• Offer a web-based dashboard for lead management and call log tracking.

2. Subscription and Billing

2.1 Subscription Plans

Users must select a subscription tier (e.g., Solo, Team, or Growth) which determines feature access, included phone numbers, and monthly minute allocations.

2.2 Metered Usage and Overages

• Billable Minutes: AI minutes are calculated by rounding up the duration of each call to the nearest minute (ceil(seconds/60)).

• Spam Protection: Calls lasting less than 10 seconds are flagged as spam and are not billable.

• Overage Charges: Usage exceeding the plan’s monthly allocation will be charged at a set overage rate and added to the subsequent monthly invoice via Stripe.

• Reporting: Usage is aggregated daily and reported to Stripe for accurate billing.

3. Telephony and Call Routing

3.1 Call Handling Modes

Users may configure the AI to be "Always On" or "After Hours Only".

• Ported Numbers: Users with ported numbers can control automated scheduling and forwarding directly through the Platform.

• Non-Ported Numbers: For non-ported numbers, Sentrya facilitates call forwarding to a human representative; however, switching to "after hours" mode must be managed manually by the user within their mobile carrier settings.

3.2 Phone Number Management

Users may purchase numbers via the Twilio API through the Platform. All numbers assigned to a company will route to the same AI agent unless otherwise configured.

4. AI Performance and Limitations

• Accuracy Targets: Sentrya aims for the AI to answer >80% of calls within 2 seconds.

• Agentic Intelligence: As an MVP-stage product, the AI operates within defined trade scripts and model constraints. Users acknowledge that the AI’s intelligence is based on these models and may have limitations in handling complex, non-standard inquiries beyond the provided "Knowledge Base".

• Fallback: If the AI provider is unavailable, the system will play a standard voicemail greeting and trigger an SMS follow-up.

5. User Obligations and Data

5.1 Account Security

Users are responsible for maintaining the confidentiality of their account and managing team member access.

5.2. Required Documentation

For phone number porting, users must provide a signed Letter of Authorization (LOA) and ensure that "End User" information matches the current customer of record with their existing carrier.

5.3 Data Isolation

Sentrya utilizes a multi-tenant architecture to ensure that each company's leads, calls, and settings are securely isolated from other tenants.

6. Limitation of Liability

Sentrya is provided "as is." While we strive for 100% call answering and real-time dashboard updates, we are not liable for lost revenue resulting from AI failures, telephony provider outages, or incorrect manual settings by the user.