VoiceLogix Service Level Agreement (SLA)
Effective Date: Feb 17, 2025
This Service Level Agreement (“SLA”) describes the service availability commitments for VoiceLogix hosted services. This SLA is subject to and governed by the VoiceLogix Master Services Agreement (“MSA”). Capitalized terms not defined herein have the meanings set forth in the MSA.
1. Overview
VoiceLogix is committed to delivering enterprise-grade reliability across its hosted voice and platform services.
VoiceLogix maintains geographically redundant infrastructure across multiple data centers and cloud availability zones designed to minimize service disruption and ensure continuity of service.
Availability measurements are based on VoiceLogix internal monitoring systems, platform-level telemetry, and service health monitoring tools.
Service Credits described in this SLA represent the sole and exclusive remedy for failure to meet the stated Availability Targets.
2. Service Categories & Availability Targets
2.1 Voice Signaling & Core Telephony Services
Availability Target: 99.999% Monthly Availability
Applies to:
- SIP signaling
- Hosted PBX functionality
- Call routing
- Voicemail infrastructure
- Registration services
2.2 Customer Portal & Administrative Applications
Availability Target: 99.999% Monthly Availability
Applies to:
- Web portals
- Administrative dashboards
- Billing interface
- API endpoints
- Provisioning interfaces
Voice services and portal services are measured independently.
3. Availability Calculation
Monthly Availability is calculated per service category as:
[1 – (Total Minutes of Down Time ÷ Total Minutes in Calendar Month)] × 100
“Down Time” begins accruing after one (1) continuous minute of complete service unavailability per incident.
4. Definition of Down Time
“Down Time” means a material interruption where the applicable VoiceLogix service is completely unavailable to Customer.
Down Time does not include:
- Performance degradation that does not materially prevent service usage
- Isolated endpoint failures
- Individual device issues
- Events categorized as Excluded Downtime or Exceptions
5. Excluded Downtime & Exceptions
The following are excluded from Availability calculations:
5.1 Carrier-Level Events
- PSTN outages
- CLEC/ILEC disruptions
- Intercarrier routing failures
- Third-party SIP trunk provider outages
- SMS/MMS carrier filtering or delivery delays
- CNAM or numbering database failures
VoiceLogix does not control public carrier infrastructure and cannot guarantee end-to-end PSTN connectivity.
5.2 Customer Network & Equipment
- Customer LAN congestion
- WAN failures
- ISP outages
- Firewall misconfiguration
- NAT or SIP ALG issues
- QoS misconfiguration
- Power failures at Customer premises
- Customer-managed SBC failures
- Endpoint misconfiguration
Unless expressly managed under a separate written agreement, Customer remains responsible for its network environment.
5.3 Force Majeure & External Events
- Natural disasters
- Government action
- Acts of war or terrorism
- Regional data center failures outside VoiceLogix control
- Internet backbone disruptions
5.4 DDoS & Security Incidents
VoiceLogix deploys commercially reasonable DDoS mitigation and network protection controls.
Service disruption caused by large-scale volumetric DDoS attacks, zero-day vulnerabilities, internet routing hijacks, or malicious third-party attacks shall be excluded unless directly caused by VoiceLogix’s failure to maintain reasonable security safeguards consistent with industry standards.
5.5 Scheduled Maintenance
- Routine maintenance announced at least 30 days in advance
- Emergency maintenance where prior notice is provided when practicable
6. Service Credits
If Monthly Availability falls below the Availability Target for a given service category, Customer may request Service Credits.
| Monthly Availability | Service Credit |
|---|---|
| < 99.5% and ≥ 98% | 5% |
| < 98% and ≥ 95% | 10% |
| < 95% and ≥ 90% | 15% |
| < 90% and ≥ 80% | 20% |
| < 80% and ≥ 60% | 25% |
| < 60% | 30% |
Credits apply only to Monthly Recurring Charges for the affected service category.
“Monthly Recurring Charges” means recurring subscription fees for the affected services, excluding taxes, hardware, professional services, usage-based charges, and one-time fees.
Maximum credit per calendar month shall not exceed 30% of Monthly Recurring Charges for the affected service category.
7. Service Credit Request Procedure
To request a Service Credit, Customer must:
- Submit written notice within thirty (30) days of the incident; and
-
Email support@voicelogix.com with:
- Date and time of the incident
- Description of the service disruption
- Affected services
VoiceLogix will review system logs and monitoring data to verify eligibility. Approved Service Credits will be applied to the Customer account.
8. Termination for Successive SLA Failures
If VoiceLogix fails to meet the Availability Target in more than three (3) separate calendar months within any rolling twelve (12) month period, Customer may terminate the affected services by providing written notice within thirty (30) days of the third qualifying failure.
Customer will receive a prorated refund of unused prepaid fees for the terminated services.
Questions?
Contact our support team at support@voicelogix.com.