Service Guarantees

Service Level Agreement

Name: KCVoIP
Address: 1234 Main Street, Suite 500, Kansas City, MO, 64111, US
Telephone: (816) 555-0100

Our commitment to reliable VoIP service with measurable guarantees, transparent reporting, and service credits when we don't meet our promises.

Discuss SLA Requirements View Current Status

Our Service Level Commitments

Choose the SLA tier that matches your business requirements

Standard SLA

Included with all service plans

99.5%

Uptime

4 hours

Response

SLA Includes:

99.5% uptime guarantee
4-hour support response
Business hours phone support
Email support included
Standard escalation process
Monthly uptime reporting

Service Credits:

Below 99.5%

5% monthly fee

Below 99.0%

10% monthly fee

Below 98.0%

25% monthly fee

Select This SLA

Recommended

Priority SLA

Enhanced guarantees for critical operations

99.7%

Uptime

1 hour

Response

SLA Includes:

99.7% uptime guarantee
1-hour support response
Priority phone queue
24/7 emergency support
Dedicated escalation path
Weekly uptime reporting

Service Credits:

Below 99.7%

10% monthly fee

Below 99.5%

15% monthly fee

Below 99.0%

30% monthly fee

Select This SLA

Enterprise

Enterprise SLA

Maximum reliability for mission-critical operations

99.9%

Uptime

15 minutes

Response

SLA Includes:

99.9% uptime guarantee
15-minute support response
Dedicated account manager
24/7 priority support
Executive escalation
Real-time uptime monitoring

Service Credits:

Below 99.9%

15% monthly fee

Below 99.7%

25% monthly fee

Below 99.5%

50% monthly fee

Select This SLA

How We Measure Service Levels

Transparent metrics and measurement methodologies

Service Availability

Percentage of time VoIP calling service is operational

Measurement:

Measured monthly, 24/7/365

Exclusions:

Scheduled maintenance (with 48-hour notice)
Customer equipment failures
Internet service provider issues

Support Response Time

Time from support request to initial response

Measurement:

Business hours: Mon-Fri 8am-6pm CST

Exclusions:

Non-business hours (unless 24/7 support included)
Requests requiring customer action
Non-urgent requests

Mean Time to Resolution (MTTR)

Average time to resolve service issues

Measurement:

Tracked per incident severity level

Exclusions:

Issues requiring customer infrastructure changes
Third-party service dependencies
Force majeure events

Incident Response Priorities

How we prioritize and respond to service incidents

Priority	Description	Response Time	Resolution Target
Critical (P1)	Complete service outage affecting all users Examples: Total system failure, Security breach, Data center outage	15 minutes	4 hours
High (P2)	Major service degradation affecting multiple users Examples: Significant call quality issues, Feature outages, Performance degradation	1 hour	8 hours
Medium (P3)	Minor issues affecting individual users Examples: Individual account issues, Configuration problems, Minor feature bugs	4 hours	24 hours
Low (P4)	General questions and non-urgent requests Examples: Feature requests, General questions, Documentation updates	8 hours	72 hours

Service Credit Policy

How we compensate you when we don't meet our commitments

Service Credit Calculation

Service credits are calculated as a percentage of your monthly service fee based on the actual uptime achieved during the billing period.

Example Calculation:

Monthly fee: $350 | Guaranteed uptime: 99.5% | Actual uptime: 99.2%
Since actual uptime fell below 99.5%, you receive a 5% service credit = $17.50

Credit Request Process

1Submit a service credit request within 30 days of the incident
2We investigate and verify the downtime or performance issue
3Approved credits are applied to your next monthly invoice

Important Limitations

Service credits are your sole remedy for SLA violations
Maximum credit per month is 50% of monthly service fees
Credits don't apply to usage-based charges or third-party fees

Questions About Our SLA?

Our Kansas City team is ready to discuss your service level requirements and help you choose the right SLA for your business.

Discuss SLA Requirements Call (816) 555-0100

Free consultation • Custom SLAs available • Enterprise support options

Priority

Description

Response Time

Resolution Target

Critical (P1)

Complete service outage affecting all users

Examples: Total system failure, Security breach, Data center outage

15 minutes

4 hours

High (P2)

Major service degradation affecting multiple users

Examples: Significant call quality issues, Feature outages, Performance degradation

1 hour

8 hours

Medium (P3)

Minor issues affecting individual users

Examples: Individual account issues, Configuration problems, Minor feature bugs

4 hours

24 hours

Low (P4)

General questions and non-urgent requests

Examples: Feature requests, General questions, Documentation updates

8 hours

72 hours