1. Your order and plan
Your accepted checkout or signed order identifies the customer, selected plan, charges, included usage, locations, lines, transfer destinations, supported appointment types, and routine changes. The plan comparison on Pricing is a useful summary; your accepted order and approved configuration establish your purchased scope. Extra work, additional locations, or custom integrations require a separate written quote and acceptance before charges are incurred.
Included routine changes cover supported updates to approved business details, greetings, hours, and routing. They do not include a new product, bespoke software, a new integration category, or ongoing administration of your business systems. Monthly allowances do not roll over unless your order expressly says so. A request is not confirmation that a change has been published.
2. Setup, review, and activation
You provide authorized business information, supported call-handling rules, transfer destinations, account access where needed, and approval of the proposed setup. Unknown information remains unknown; the operator should ask, take a message, or follow an approved fallback instead of inventing an answer. Uploaded documents are source material for review, not automatically approved instructions.
We prepare the configuration, run required checks, provide a test path, and request approval before release. A standard setup is generally targeted within two business days after complete information and required approvals, but this is an estimate, not a guaranteed activation date. Integration review, incomplete information, compliance questions, carrier issues, and requested changes may take longer. Keep your existing answering arrangements until activation is confirmed.
Your approval confirms the business facts and requested workflow; it does not waive our duty to perform the agreed service with reasonable care. Later material changes follow review and testing before publication. Customer silence alone is not approval to publish a new material configuration.
3. Supported inbound calls
Within the approved plan and configuration, the AI operator may answer routine questions from approved facts, collect a short message and callback details, identify the purpose of a call, and attempt a transfer to an approved destination. You decide who receives messages and who follows up. A stored or sent message is not proof that a person has read or acted on it.
Transfers are cold transfers: the operator attempts to connect the caller without a human introduction or a promise that someone will answer. Carrier or provider acceptance is not proof of a human answer. Return to the AI after an unsuccessful transfer is not guaranteed. Your fallback route must be tested for your actual carrier and destinations. Warm transfers and outbound follow-up are not included.
4. Appointments and connected software
Eligible plans support reviewed Cal.com connections for approved appointment types. A new booking requires available time returned by the connected calendar and explicit caller confirmation. Rescheduling is limited to a verified future booking using the caller’s booking reference and matching attendee email, fresh availability, and confirmation of the replacement time. We do not search broadly for someone’s appointments.
The operator does not cancel appointments. It can attempt an approved transfer or record a cancellation request for your team; the appointment stays active until a person confirms cancellation. If a booking or rescheduling outcome is uncertain, your team may need to reconcile it. Repeating an uncertain request can create duplicates.
Eligible plans may deliver a structured completed-call outcome to one approved compatible REST endpoint within the purchased scope. This is a limited one-way handoff, not full transcript synchronization, universal CRM support, contact or pipeline administration, task management, or sales follow-up. Credentials, permissions, account availability, and actions taken inside customer-connected systems remain the customer’s responsibility. SMS is not included.
5. Phone numbers and forwarding
You keep your existing public number and carrier account and authorize forwarding to the approved managed destination. Carrier fees, forwarding availability, network coverage, and control of your public number remain with you and your carrier. Number porting is not included. A managed destination is provided for use with the service; you do not acquire ownership or a right to port or retain it after termination unless separately agreed.
You must be able to remove forwarding and restore your normal phone route. At cancellation or interruption, follow the forwarding instructions and test inbound calls yourself. Canceling Linevio does not automatically change settings at your carrier. The service must not replace emergency calling access or an emergency dispatch line.
6. Human support and reliability
Your Voice Partner handles setup, questions, and routine updates. You can send a message at any time; this does not promise a human is continuously staffed or will respond immediately. Support targets, where separately supplied, are operating targets rather than guaranteed response or resolution times. AI availability around the clock is subject to maintenance, network conditions, provider availability, and the agreement’s limitations.
Keep a backup answering arrangement and review messages, important bookings, and business-critical outcomes. Tell us promptly about defects or unexpected behavior, identifying the affected call without sending unnecessary sensitive information. We may pause a particular function while investigating. Planned material maintenance or service changes will be communicated when practicable.