The Promise
Every qualifying new patient inquiry that reaches your Reply Amp system gets a substantive response in under two minutes, 24/7.
If your median response time is not under two minutes during a qualifying 30-day measurement period, your Reply Amp platform fee for that period is credited in full.
We will also continue working at no additional platform cost until the two-minute standard is met.
What Counts as a Qualifying Inquiry?
A qualifying inquiry is a first contact from a prospective or returning patient about your services through a channel managed by Reply Amp.
- Inbound calls to a number routed through Reply Amp
- SMS messages to a managed number
- Forms or funnels built by Reply Amp
- Website chat handled by the Reply Amp chat agent
These Do Not Count
- Spam, robocalls, wrong numbers, or sales solicitations
- Existing-patient billing, records, aftercare, or clinical questions
- Messages through channels we do not manage
- Messages from your team or internal testing
- Duplicate contacts from the same person within 24 hours
What Counts as a Response?
A response must actually address what the person asked. This can be a relevant answer, a qualifying question, or a booking link that fits their request.
A message such as "Thanks, we've received your message" only confirms receipt. It does not count toward the two-minute standard.
How We Measure It
- Median, not average: We use the median response time to represent the typical experience.
- 30-day measurement: The measurement period runs on a rolling 30-day basis from your go-live date.
- Minimum volume: At least 20 qualifying inquiries are required during the measurement period.
- Weekly reporting: We report your performance weekly so you can see where you stand.
If there are fewer than 20 qualifying inquiries, the measurement carries forward to the next period.
When the Guarantee Is Paused
The guarantee assumes Reply Amp has the access and systems needed to respond. The clock may be paused when delays are caused by:
- CRM, calendar, phone, or platform access being unavailable
- Carrier or telephony outages outside our control
- Numbers not being properly routed or forwarded
- New channels added without being connected to Reply Amp
- Requested holiday, campaign, or system pauses
- Changes made by your team to routing or escalation settings
- Force majeure or third-party platform outages
If a pause applies, we will identify it in the relevant weekly report rather than applying it retroactively.
How the Credit Works
We flag it
If your median response time exceeds two minutes, we'll identify it in your report.
We credit your fee
Your Reply Amp platform fee for that period is credited to your account.
We make a plan
We provide a written remediation plan within five business days.
We keep working
We continue at no additional platform cost until the standard is met.
What This Guarantee Does Not Cover
This is a response-time guarantee. It is not a guarantee of:
- Patient volume
- Booked consultations
- Show rates
- Revenue
- Clinical outcomes
- Other business results
Those outcomes depend on factors outside our control, including your offer, pricing, market, team, and clinical delivery.
Who Is Eligible?
The Under-2-Minute Guarantee is included with AI Virtual Practice.
It is also available to Virtual Practice Launch and Patient Acquisition Engine clients who add the AI receptionist.
The AI receptionist is required because it is the part of the system responsible for producing the sub-two-minute response.
Questions About These Terms?
Raise your questions during your Fit Call or contact us by email.
info@replyamp.com