Service Level Agreement
What we commit to, how we measure it, and what happens when we miss it.
1. Platform availability
We commit to 99.95% monthly availability of the SIP signalling and portal infrastructure, measured across our SBC estate in Frankfurt, Amsterdam and Ashburn. Availability excludes scheduled maintenance (announced at least 72 hours in advance), force majeure and issues caused by customer equipment.
2. Quality targets
We target the following network-wide averages, measured monthly:
- PDD (post-dial delay): under 2.5 seconds across all routes.
- ASR (answer-seizure ratio) on Premium CLI routes: above 45%.
- ACD (average call duration): above 90 seconds on premium tier.
3. Support response times
- P1 — Total outage: initial response within 15 minutes, 24/7.
- P2 — Degraded quality on a specific destination: response within 1 hour.
- P3 — Rate query, feature request, billing: response within 8 business hours.
Open tickets in Portal → Support or email noc@voxiotelecom.com.
4. Service credits
If monthly platform availability falls below the target, you may request service credits against the following month's usage:
- Below 99.95% — 10% credit on that month's spend.
- Below 99.5% — 25% credit.
- Below 99.0% — 50% credit.
Credits must be claimed within 30 days of the incident. Credits are non-cashable and applied to your prepaid balance.
5. Exclusions
The SLA does not apply to issues caused by: customer PBX or SBC misconfiguration, blocked source IPs, insufficient prepaid balance, destination-carrier failures beyond our control, force majeure, or scheduled maintenance windows.