Service Level Agreement
Last updated: September 1, 2026
This Service Level Agreement ("SLA") describes VoxBridge Communications, Inc.'s network uptime commitment, service credit process, and support response targets for customers on an active paid plan. It supplements, and should be read together with, our Terms of Service.
1. Uptime Commitment
VoxBridge targets 99.99% monthly platform uptime across our core switching and call-routing infrastructure. "Uptime" is measured as the percentage of total minutes in a calendar month during which the core platform is able to originate and terminate calls, excluding scheduled maintenance and events outside our reasonable control described in Section 4.
| Monthly Uptime | Service Credit |
|---|---|
| 99.9% – 99.98% | 5% of that month's service fees |
| 99.0% – 99.89% | 10% of that month's service fees |
| Below 99.0% | 25% of that month's service fees |
2. Requesting a Service Credit
To request a credit, contact [email protected] within 30 days of the incident with your account details and the approximate time window affected. We confirm eligibility against our internal monitoring and network logs, which are the authoritative record for SLA calculations. Approved credits are applied to a future invoice and are the sole remedy for a covered outage.
3. Scheduled Maintenance
Planned maintenance that may briefly affect service is scheduled outside typical business hours where possible and announced at least 48 hours in advance via email and the account dashboard. Scheduled maintenance windows are excluded from uptime calculations.
4. Exclusions
This SLA does not apply to unavailability caused by: factors outside VoxBridge's reasonable control (including upstream carrier failures, internet backbone outages, or force majeure events); Customer's own equipment, network, or internet connection; Customer misconfiguration or violation of the Terms of Service; or suspension for non-payment or Acceptable Use violations.
5. Support Response Targets
| Severity | Definition | Initial Response |
|---|---|---|
| Critical | Total loss of inbound/outbound calling for the account | 15 minutes, 24/7/365 |
| High | Significant degradation (call quality, partial routing failure) | 1 business hour |
| Standard | Non-urgent configuration, billing, or feature requests | 1 business day |
6. Changes to This SLA
We may update this SLA to reflect improvements in our network or changes in industry standards. Material reductions in commitments will be communicated to active customers in advance.
7. Contact
For SLA questions or to report an incident, reach our team via [email protected] or the contact page.