Terms of Service

1. The service

Sonora evaluates and monitors voice agents. You send us call transcripts, audio, and metadata through our API or integrations; we grade them against your scenario suites and rubrics, surface failure traces, alert you to regressions, and can gate deploys in your CI. We ship improvements continuously, and we will not materially degrade the core functionality of a paid plan during your current term.

2. Accounts

Keep your registration information accurate and your credentials and API keys secret. You are responsible for everything done under your workspace, including by teammates you invite and systems you connect. You must be at least 18 and using Sonora for business purposes. Tell us promptly at legal@sonoralabs.one if you suspect unauthorized access.

3. Customer data

You own your call data. Transcripts, audio, metadata, rubrics, and the scores derived from them are yours. You grant Sonora a limited, non-exclusive license to host, copy, and process that data solely to provide the service to you, to support you when you ask, and to keep the platform secure. We do not train models on your data, and the license ends when the data is deleted. How we store, protect, and delete call content is described in the Privacy Policy.

4. Acceptable use

Sonora analyzes recorded conversations, so call-recording law applies directly to what you send us. To say it plainly: you are solely responsible for making sure every recording and transcript you submit was collected lawfully, including any consent or notification required in the places where call participants are located. Some US states and many countries require all parties to consent to recording. Sonora does not record calls and cannot obtain that consent for you. Do not send us a recording you had no right to make.

You also agree not to:

• Submit data you have no legal right to process, or use the service to violate anyone's privacy rights.
• Probe, overload, or disrupt the service, or bypass usage limits.
• Resell or white-label Sonora without a written agreement.
• Reverse engineer the scoring engine or use the service to build a competing call-grading product.

5. Plans and billing

Plans and current rates are on the pricing page. Monthly plans renew each month; annual plans are prepaid and renew each year. Usage works as follows:

• Free. When you reach the monthly graded-turn limit, grading pauses and resumes at the start of your next cycle. Nothing is billed, and no data is lost.
• Pro. When you reach the included allowance, grading pauses and incoming calls queue. You can raise your limit mid-cycle from the billing page, and queued calls are graded once the new limit applies. Nothing is billed beyond the plan price without your action.
• Scale. Volume, rates, and terms are set in your order form.

Fees exclude taxes, which you are responsible for. If an invoice goes unpaid, we may suspend the workspace after 14 days written notice and restore it once the balance clears.

6. Availability

We work to keep Sonora available for every customer, but a contractual uptime commitment applies to the Scale plan only: 99.9% monthly uptime with service credits, as defined in the Scale order form. Free and Pro plans are provided as available. Scheduled maintenance is announced in advance and excluded from the SLA calculation.

7. Disclaimers

Sonora scores are statistical estimates produced by machine learning models. They are strong signal, not guarantees. A passing score does not certify that a call was accurate, compliant, or safe, and a failing score does not prove the opposite. Nothing in the service is legal advice, including anything it reports about recording or disclosure practices. Except as expressly stated in these terms or an order form, the service is provided as is, without warranties of any kind.

8. Limitation of liability

Neither party is liable for indirect, incidental, special, or consequential damages, or for lost profits or revenue. Sonora's total aggregate liability under these terms is capped at the fees you paid us in the 12 months before the event giving rise to the claim. This cap does not limit your payment obligations or either party's liability for willful misconduct.

9. Termination

You can cancel at any time from billing settings; paid plans stay active through the end of the current billing period, and we do not prorate refunds unless the law requires it. We may suspend or terminate a workspace for material breach of these terms, with notice and a chance to cure where practical, or immediately for unlawful use. After termination you have 30 days to export your scores and data, after which we delete call content as described in the Privacy Policy.

10. Governing law

These terms are governed by the laws of the State of Delaware, excluding its conflict-of-laws rules. Any dispute that cannot be resolved informally will be brought exclusively in the state or federal courts located in Delaware, and both parties consent to their jurisdiction.

11. Changes to these terms

We may update these terms as the service evolves. For material changes we will email account owners at least 30 days before the new terms take effect. If you keep using Sonora after that date, the updated terms apply; if you disagree with a change, cancel before it takes effect and we will refund any prepaid fees for the unused period.

12. Contact

Questions about these terms: legal@sonoralabs.one. Sonora Labs, Inc., a Delaware corporation.