Service Level Agreement
Our commitment to reliability, performance, and support
Last Updated: February 4, 2026
99.9%
Uptime Guarantee
15 min
Critical Response
24/7
Emergency Support
100%
Credit Guarantee
Uptime Commitment
We guarantee the following monthly uptime for our services:
| Service | Uptime | Max Downtime/Month |
|---|---|---|
| Cloud Hosting (Production) | 99.99% | 4 min |
| Cloud Hosting (Standard) | 99.9% | 44 min |
| VoIP Services | 99.9% | 44 min |
| Managed Network | 99.9% | 44 min |
| Client Portal | 99.5% | 3.6 hours |
Support Response Times
P1 - Critical
15 min responseComplete outage affecting business operations
P2 - High
1 hour responseMajor functionality impaired, workaround may exist
P3 - Medium
4 hour responseMinor functionality affected, business continues
P4 - Low
8 hour responseGeneral questions, minor issues, feature requests
Support Hours
Critical Issues (P1)
24/7/365
Standard Support (P2-P4)
Mon-Fri, 8am - 5pm MT
Service Credits
If we miss our uptime commitment, you're eligible for credits:
| Monthly Uptime | Credit |
|---|---|
| 99.0% - 99.9% | 10% of monthly fee |
| 95.0% - 98.9% | 25% of monthly fee |
| 90.0% - 94.9% | 50% of monthly fee |
| Below 90.0% | 100% of monthly fee |
Request credits within 30 days of the incident. Credits apply to future invoices.
What's Not Covered
The following don't count against uptime:
• Scheduled maintenance (72+ hr notice)
• Emergency security patches
• Issues caused by customer actions
• Third-party service failures
• Force majeure events
• DNS propagation delays
Maintenance Windows
Scheduled Maintenance
Sundays 2-6 AM EST
72+ hour advance notice
Emergency Maintenance
For security or critical issues
Notified as soon as possible
Contact
Questions about SLA or to request credits: