Voice & SMS Service Schedule

1 AI disclosure

The Customer must ensure callers are told at the beginning of the call that they are interacting with an AI IT-support assistant. KYRA’s default greeting includes this disclosure and the Customer must not remove it.

2 Recording

2.1 Calls are not recorded unless recording is explicitly enabled. Live audio may still be processed in real time for speech recognition and response generation.

2.2 Before enabling recording, the Customer must determine the applicable consent and notice requirements for every relevant caller location and employment context.

2.3 Where recording is enabled, KYRA will cause the configured disclosure to be played before substantive processing and will expose the recording retention period.

2.4 Recordings must not be used for an undisclosed purpose or retained longer than necessary.

3 Emergency and prohibited use

3.1 KYRA is not a replacement for 999, 112, 911 or any emergency, public-safety or urgent medical service.

3.2 Customers and End Users must not attempt to route emergency calls through KYRA.

3.3 KYRA may block emergency numbers, short codes, service numbers, premium-rate numbers, unsupported countries and other high-risk destinations at configuration and call time.

3.4 No disclaimer replaces the technical block. If a caller indicates an emergency, the assistant should instruct them to disconnect and contact the appropriate local emergency service; it must not claim to transfer the call.

4 Numbers and carrier availability

4.1 Numbers are subject to inventory, identity and address requirements, carrier rules and country restrictions. KYRA does not guarantee that a particular number remains available before purchase.

4.2 The Customer has no ownership right in a provider number except any portability right provided by law or provider terms. Porting and release may require notice, documentation and payment of outstanding charges.

4.3 Carriers may filter or block traffic. The Customer must comply with messaging registration, sender, content and consent rules.

5 Call transfers

5.1 Transfers are available only to configured, validated E.164 destinations permitted by KYRA policy.

5.2 The Customer is responsible for ensuring the transfer destination is authorised, staffed and suitable for support calls.

5.3 KYRA will not allow transfer to blocked emergency, premium, short-code or service destinations. International or high-cost transfers may require separate approval and pricing.

6 Data processing

Voice and SMS processing may include phone numbers, message content, real-time audio, transcripts, call and message metadata, support context and ticket or action data. Twilio, speech-recognition, text-to-speech and AI providers may process this data as described in the DPA, Privacy Notice and Subprocessor Notice.

7 Service limitations

Voice quality and availability depend on carriers, networks, caller equipment, Twilio, speech and model providers and the Customer’s configuration. Transcription or generated speech may be inaccurate. Customers must provide a human escalation route appropriate to their service.

8 Pricing

Unless an Order Form states otherwise, standard pricing is:

• £5 per provisioned UK number / month;
• underlying call and SMS provider usage plus 20%;
• £0.20 per started streaming-AI-voice minute;
• recording, transcription or other optional services at the price shown before activation.

Country- or type-specific pricing may be higher. Usage is billed monthly in arrears after reconciliation. Phone rental is billed in advance or included in the reconciled monthly telephony invoice as shown in the portal. Each call may be rounded up to the next started minute where the provider applies per-call rounding. Failed or zero-duration calls are charged only to the extent the provider charges them and the accepted rate card allows. Full billing detail is in the Billing & Fair Usage Schedule.

9 Trials and suspension

Telephony usage remains billable during a platform trial unless expressly waived in writing. KYRA may suspend telephony for unpaid undisputed charges, suspected fraud, unlawful traffic or material carrier risk.

10 Customer notices

The Customer is responsible for End-User and workforce notices, recording consent, caller consent where required, acceptable-use enforcement, phone-number publication and lawful message and call content.

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