1. Service Availability
Covered services
- SIP Trunking voice connectivity
- Hosted PBX call processing
- Inbound and outbound voice calls
- Phone number (DID) routing
- Voicemail systems
Not covered
- Customer portal and web interfaces
- API availability
- SMS/MMS messaging services
- Third-party integrations
- Scheduled maintenance windows
2. Uptime Calculation
Monthly Uptime Percentage is calculated as:
((Total minutes in month − Downtime minutes) ÷ Total minutes in month) × 100"Downtime" means a period where you cannot make or receive calls due to an issue within IPComms' control, confirmed by our monitoring systems.
3. Service Credits
If we fail to meet our uptime commitment, you may be eligible for service credits:
| Monthly uptime | Service credit |
|---|---|
| 99.00% – 99.99% | 10% of monthly fee |
| 95.00% – 98.99% | 25% of monthly fee |
| 90.00% – 94.99% | 50% of monthly fee |
| Below 90.00% | 100% of monthly fee |
Credit request process
- Submit the credit request within 30 days of the incident
- Include date, time, and duration of the outage
- Describe the impact on your services
- Credits are applied to the next billing cycle
- Maximum credit: 100% of one month's recurring fees
4. Exclusions
The following are not considered downtime and do not qualify for service credits:
- Scheduled maintenance: announced at least 48 hours in advance
- Customer-caused issues: misconfiguration, equipment failure, or network issues on your side
- Internet connectivity: issues with your ISP or internet connection
- Force majeure: natural disasters, acts of war, government actions
- Third-party failures: PSTN carrier issues, upstream provider outages
- Account suspension: due to non-payment or AUP violation
- Beta or preview features: services marked as beta or preview
5. Scheduled Maintenance
We perform regular maintenance to ensure optimal service:
- Standard window: Sundays 2:00 AM – 6:00 AM Eastern
- Notification: email notification 48+ hours in advance
- Duration: typically 15–30 minutes
- Impact: most maintenance is non-disruptive
Emergency maintenance may be performed with shorter notice if required to prevent service degradation.
6. Support Response Times
We provide tiered support based on issue severity:
| Severity | Description | Response time |
|---|---|---|
| Critical | Complete service outage | 15 minutes |
| High | Major feature unavailable | 1 hour |
| Medium | Degraded service, workaround available | 4 hours |
| Low | Questions, minor issues | 24 hours |
7. Infrastructure
Our commitment to reliability is backed by:
- Two geographically separate points of presence (US East and US West)
- Redundant network connectivity
- Automatic failover between points of presence
- Real-time monitoring and alerting
- Regular backup and disaster recovery testing
8. Customer Responsibilities
To ensure optimal service, you should:
- Maintain adequate internet bandwidth (about 100 kbit/s per concurrent G.711 call, each way)
- Use QoS (Quality of Service) for voice traffic
- Allow both IPComms points of presence through your firewall
- Keep equipment and software up to date
- Monitor your systems for issues and report problems promptly
9. Reporting Issues
To report service issues or request credits:
IPComms Support
Phone: (678) 460-1475
Email: support@ipcomms.net
Hours: 24/7 for critical issues
10. SLA Modifications
We may modify this SLA with 30 days' notice. Changes will not reduce the uptime commitment for the remainder of your current billing period.