SLA
The terms defined in this agreement («Service Level Agreement») constitutes an integral part of the Sonetel Master Subscription Agreement («Main agreement»). The terms defined in this Service Level Agreement however only apply if You subscribe to an Enterprise SIP Plan that explicitly includes SLA.
1. Definitions
Actual Available Time = (Total Available Time – (Service Unavailable Time – Excluded Service Time) ) / Total Available Time
Total Available Time is the total number of minutes in a calendar month.
Service Unavailable Time is the number of minutes that Sonetel’s SIP trunk was unavailable to the customer due to a Service Outage.
Service Availability Threshold is the percentage defined in the table in section 2 below, under the column «Service Availability Threshold».
Excluded Service Time refers to the number of minutes the service was unavailable due to:
– factors outside Sonetel’s control, including but not limited to telecommunications provider related issues, Internet access related issues that occur at a point in the network which is outside of Sonetel’s control.
– an action, or inaction, by the customer or any 3rd party outside of Sonetel’s purview.
– the customer’s use of an application, equipment or add-on service that is not provided by Sonetel
– a scheduled maintenance for which Sonetel has provided advance notice.
– an emergency maintenance that is required for service continuity or security regardless of the notice provided by Sonetel
– a delay caused by Sonetel’s support team being unable to reach the customer or unable to access the customer’s equipment for analysis of the Service Outage.
SIP Trunk is a connection between the customer’s SIP equipment and Sonetel’s servers in order to deliver telephony voice services.
Enterprise SIP Service is a paid service offered by Sonetel that allows the customer to create a SIP trunk.
Service Outage is defined as an incident where the SIP trunk provided by Sonetel becomes unavailable for the customer’s use.
Time To Response is the time between the customer’s first attempt to reach Sonetel in case of a service outage and when Sonetel responds to the customer or resolves the service outage.
Time To Response Threshold is the percentage defined in the table in section 3, under the column «Time To Response Threshold»
Service Credit is the prepaid credit added to the customer’s Sonetel account. It is expressed as a percentage of the Monthly Recurring Charge the customer pays to Sonetel for the Enterprise SIP Service.
2. Service Availability Commitment
If at any time during the month the Actual Available Time is less than the Service Availability Threshold, the customer is eligible to receive a Service Credit subject to the conditions under section 4.
| Service Availability Threshold | Service Credit Percentage |
|---|---|
| Less than 99.99% but greater than or equal to 99.00% | 10% |
| Less than 99.0% but greater than or equal to 95.0% | 30% |
| Less than 95.0% | 100% |
3. Support Response Commitment
Enterprise SIP – Standard
If at any time during Sonetel’s business hours, the Time To Response exceeds the values defined under column Time To Response Threshold, the customer is eligible to receive a Service Credit subject to the conditions under section 4.
| Service Request Type | Time To Response Threshold | Service Credit Percentage |
|---|---|---|
| Related to Service Outage | 1 hour* | 20% |
| Other issues (business hours only) | 3 hours* | 10% |
*The Time To Response Threshold for the Enterprise SIP package is applicable only during Sonetel’s Business hours as defined in our contact page.
Enterprise SIP – 24/7
If at any time, the Time To Response exceeds the values defined under the column Time To Response Threshold, the customer is eligible to receive a Service Credit subject to the conditions under section 4.
| Service Request Type | Time To Response Threshold | Service Credit Percentage |
|---|---|---|
| Related to Service Outage | 1 hour | 20% |
| Other issues | 2 hours | 10% |
4. Service Credit Request and Payment
To receive a Service Credit, the customer must contact Sonetel by sending an email to support@sonetel.com with the subject «SLA Claim». The email must include the date and times during which either Service Availability Threshold or the Time To Response Threshold was exceeded and any relevant document to the claim.
The customer must contact Sonetel within 14 days from the last day of the calendar month in which the customer claims Sonetel failed to meet the Service Availability Threshold or the Time To Response Threshold.
Upon receipt of the claim, Sonetel will verify it using the statistics on Service Unavailable Time and Time To Response. Upon successful verification of the claim, the applicable Service Credits will be added to the customer’s Sonetel Prepaid account.