Service Schedule — MiraVoice

Last Updated: 12 October 2026

This Service Schedule forms part of the Customer Agreement between Helios Core AI LLC ("Helios") and Customer (the "Agreement") and applies where an Order Form identifies MiraVoice. Capitalized terms not defined here have the meaning given in the Agreement.

In this Schedule, "the Service" means MiraVoice as described here, and references to the Services in the Agreement apply to it accordingly.

1. THE SERVICE

1.1 Description

MiraVoice is an AI voice service for business telephony. Depending on what Customer enables, it may:

(a) answer inbound calls to a telephone number Customer provisions through the Service, respond to callers, capture caller details, and book appointments;

(b) place outbound calls, including sales and follow-up calling;

(d) send and respond to email; and

(e) create and update records in Customer's connected CRM or business systems.

1.2 Definitions

"Caller" has the meaning given in the Agreement. Where this Schedule refers to a Caller in connection with a call, message, Recording or Transcript, the reference includes a User who calls, is called by, or exchanges messages with the Service; the Agreement's definition otherwise governs.

"Recording" means an audio recording of a call made by the Service.

"Transcript" means a text transcription of a Recording or of a live conversation.

2. RECORDINGS AND TRANSCRIPTS

2.1 Purpose

The Service creates Recordings and Transcripts of calls for Customer's business use and for compliance purposes. Recordings and Transcripts are made available to Customer through the Service.

Recording and monitoring of calls is regulated, and the requirements differ by jurisdiction. Some jurisdictions require the consent of one party to the call; others require the consent of all parties.

Customer acknowledges this, and Customer is responsible for complying with the recording and monitoring laws applicable to Customer and to Customer's Callers, including where a Caller is located in a jurisdiction different from Customer's.

2.3 Recording Notice

Helios provides a greeting that notifies Callers the call is recorded, enables it by default, and will maintain that default.

Customer may disable the default greeting and substitute a custom greeting. Where Customer does so, Customer is solely responsible for ensuring its greeting includes any notice required by applicable law and obtains any required consent. Helios does not review custom greetings for legal sufficiency.

Where the individuals calling a line are Customer's Users rather than members of the public, Customer may satisfy notice and consent through its workforce policies, and by relying on that represents that it has done so.

2.4 Retention

Recordings and Transcripts are retained for the period Customer configures in the Service. Annex A to the DPA describes the scope of that control and its limits, including that the telephony provider retains its own copy of each Recording under settings Helios does not control.

2.5 Allocation of Responsibility

Helios has no liability to Customer, to any Caller, or to any other person arising from Recordings or Transcripts, including from Customer's failure to provide a required notice or obtain a required consent, from the content of a Recording or Transcript, or from Customer's use or disclosure of either. A claim arising from any of these is within Customer's indemnity under Agreement §10.3.

3. SMS AND MESSAGING

3.1 Customer Obligations

Where Customer enables SMS, Customer is responsible for compliance with the laws and carrier requirements governing text messaging, including the Telephone Consumer Protection Act, state telemarketing statutes, and carrier registration requirements for application-to-person messaging. Customer is responsible for obtaining and maintaining records of each recipient's consent, for honoring opt-out requests, and for the content of messages it configures the Service to send.

3.2 Registration

Customer is responsible for any brand and campaign registration required by carriers, and for the accuracy of the information it provides in connection with it. The Service may be unable to deliver messages where registration is incomplete or has been rejected.

3.3 Suspension

Helios may suspend messaging immediately where a carrier, regulator or messaging provider requires it, or where Helios reasonably believes messaging from Customer's account violates law or carrier policy.

4. OUTBOUND CALLING

Where Customer enables outbound calling, Customer is responsible for compliance with the laws governing telephone solicitation, including do-not-call requirements, calling-time restrictions, caller identification requirements, and any requirement to maintain an internal do-not-call list.

Customer is responsible for the lists it uploads or connects, for its right to call each number on them, and for the accuracy of any consent record it relies on.

Where Customer selects a third-party outbound calling provider offered through the Service, that provider is engaged for Customer's outbound calls only and is identified as a conditional sub-processor in the Sub-processor list.

5. TELEPHONE NUMBERS

Telephone numbers provisioned through the Service are provided by the underlying telephony provider and are subject to that provider's terms and to applicable regulation. Customer does not own a number provisioned through the Service, but may port a number out on request and subject to eligibility, on payment of any amounts owing. Numbers may be reclaimed following termination or non-payment.

6. CALLER INTERACTIONS AND PAYMENTS

The Service interacts with Callers on Customer's behalf and at Customer's direction; Agreement §13.8 applies. Customer is responsible for what the Service says and does on Customer's behalf within Customer Configuration, including any appointment made, commitment expressed, or information disclosed to a Caller.

The Service must not be used to request, capture, process or store payment card information from any person, and Customer will not configure it to do so. The Service is not designed or validated for cardholder data, and Helios is not a PCI DSS service provider in respect of it. See the Acceptable Use Policy §4A. Where Customer needs to take payment from a Caller, it must do so through a separate, PCI-compliant channel outside the Service.

7. MEASUREMENT

7.1 Calls

"Call" means each occasion on which the Service handles a telephone call for Customer, in either direction:

(a) an inbound call, where a Caller connects to the Service by dialing a telephone number Customer operates through the Service; or

(b) an outbound call, where the Service places a call on Customer's behalf, whether or not the person called answers and whether or not a message is left.

A Call is counted once however long it lasts, however many times the Service transfers or escalates it, and whether or not an appointment, record or follow-up results.

The following are not Calls: an inbound connection that does not reach the Service; an inbound call the Service does not answer; and a redial within five (5) minutes of a dropped call that continues the same conversation.

Calls in both directions draw on a single Committed Volume at the rate stated in the Order Form. They are not metered or invoiced separately by direction.

Call duration. A Call is charged once however long it lasts. Customer acknowledges that the cost of providing it scales with its duration — telephony carriage, speech recognition, speech synthesis and model usage all increase with the length of the conversation — and that the rates in the Order Form are priced on the Assumed Average Call Duration stated in it.

Where Customer's actual average call duration over a billing period materially exceeds that assumption, Section 5.7 of the Agreement (Usage Review) applies, and Helios may revise the rate per Call prospectively on the terms of that Section.

7.2 SMS and Email

SMS and email are not metered and are not separately charged. Where Customer enables either, they are included in the fees stated in the Order Form, and Customer's use of them is bounded by the limits configured in the Service rather than by a purchased volume.

Customer acknowledges that:

(a) these channels are subject to the limits available in the Service — including SMS messages per day, emails per day, dispatches per minute, and the pacing between attempts to the same recipient — which Customer is responsible for setting appropriately for its use;

(b) Helios sets a default for each limit, states it in the Documentation, and may record the values applicable to Customer in the Order Form; and

(c) Section 5.7 of the Agreement (Usage Review) applies to these channels. Where Customer's use of them is materially disproportionate to normal usage of the Services — whether by volume or by a limit raised materially above its default — Helios may revise the fees prospectively on the terms of that Section.

Where Customer supplies its own telephony or speech provider credentials, Customer bears the charges raised by that provider directly.

7.3 Service Limits

The Order Form states limits applicable to Customer's use of the Service, including maximum call duration, outbound calls per day, SMS messages per day, emails per day, concurrent outbound calls, dispatches per minute, and the calling window.

Section 4.3 of the Agreement (Limits) applies to each of them. Where the Service applies a maximum call duration, it will attempt to conclude the call rather than disconnect it abruptly.

Customer may request a change to a limit; where Helios agrees, the change is recorded in the Order Form or in writing. A limit raised materially above its default may result in a review under Section 5.7 of the Agreement.

8. SERVICE-SPECIFIC DISCLAIMERS

Section 9.4 of the Agreement applies in full. Without limiting it, Helios does not warrant that the Service will answer every call, that it will correctly understand any Caller, that any appointment or record it creates will be accurate, or that it will correctly identify when to transfer a call to a person.

Customer is responsible for maintaining an alternative means of answering calls, and for monitoring the Service's performance against its own business requirements.

9. DATA

Section 7 of the Agreement and the DPA apply. Annex A to the DPA describes the processing specific to MiraVoice.

Helios Core AI LLC · legal@helios-core.com