VoIP Level Agreement

Last Updated: May 5, 2022

1. Service Availability:

1.1. We guarantee a minimum of 99.9% uptime for our VoIP services, excluding scheduled maintenance windows.

1.2. In the event of unscheduled downtime, we will work diligently to restore service within one hour.

2. Call Quality:

2.1. We commit to providing high-quality audio and video calls with minimal latency and jitter.

2.2. We will maintain a Mean Opinion Score (MOS) of at least 4.0 for voice calls.

3. Customer Support:

3.1. Our customer support team will be available 24/7 to address your inquiries and resolve issues promptly.

3.2. Initial response times to support requests will be within 4 hours or less.

4. Security and Privacy:

4.1. We will employ robust security measures to protect your data and communications.

4.2. Customer data will be handled in accordance with applicable data protection regulations.

5. Scalability:

5.1. We will ensure our VoIP infrastructure is scalable to meet your growing business needs.

5.2. We commit to providing advanced notice of any planned maintenance or upgrades that may affect service availability.

6. Service Credits:

6.1. In the event that we fail to meet the above SLA commitments, we will provide service credits as follows:

- For uptime below 99.9%: 10% of the monthly service fee credited for every 1% below the target.

- For MOS below 4.0: 10% of the monthly service fee credited for each 0.1-point decrease in MOS below the target.

- For support response times exceeding 4 hours: 5% of the monthly service fee credited for each hour of delay.

7. Service Termination:

7.1. If we consistently fail to meet the SLA commitments, you have the option to terminate the service contract without penalty.

8. Review and Reporting:

8.1. We will conduct quarterly performance reviews and provide a detailed SLA compliance report to ensure transparency.

This SLA is subject to periodic review and updates as necessary. Our goal is to provide you with reliable and high-quality VoIP services to support your communication needs.