Service Level Agreement

Please note that the details in this Service Level Agreement (“SLA”) may change periodically. If changes are made to our SLA, we will give you reasonable advance notice (and always at least 30 days) before the change is effective. 
 
Platform Availability (Live Events Only)
 Fonax will endeavor to maintain 99.99% uptime service Availability (“Availability Target”) where “Availability” is calculated as the total minutes that the Fonax Events Platform was available to perform your communication requirements, less Excluded Downtime (defined below), divided by the total minutes that your Communication event was attempted to take place on the Platform (“Event Time”). “Excluded Downtime” means any disruption, unavailability or inoperability: (a) directly or indirectly caused by you, (b) due to unforeseeable circumstances, (c) due to foreseeable circumstances but despite Fonax’s commercially reasonable measures to prevent were not within our ability to fully prevent (including but not limited to widespread internet disruptions, interruption of services by our service providers such as AWS and that was not caused by Fonax, and malicious third party acts), and (d) emergency security measures. In all those cases, Fonax will liaise with you and applicable third parties to assist to the best of our ability, to re-establish availability as soon as practicable. Fonax will endeavor to update You with status no less than every thirty (30) minutes for full outages, and no less than sixty (60) minutes for partial outages.
  
Service Level Agreement (SLA) for Fonax VoIP Services
 This Service Level Agreement (SLA) outlines the expected levels of service between Fonax (“Service Provider”) and its clients (“Customer”). The SLA details the standards for uptime, response times, issue resolution, and support for VoIP services.
 

1. Service Commitment

 Fonax commits to providing reliable VoIP services to its customers, ensuring minimal service disruption and timely resolution of issues.

• Uptime Commitment: Fonax guarantees a minimum uptime of 99.99% per year, excluding planned maintenance and unforeseen events beyond reasonable control (such as natural disasters).

2. Service Availability

 Fonax VoIP services will be available as follows:

• Standard Business Hours Support: Monday to Friday, 9:00 AM to 6:00 PM EST.
• Extended Business Hours Support: 24x7
• 24/7 Monitoring: Fonax provides 24/7 service monitoring to ensure timely identification and resolution of any critical issues affecting service availability.

3. Maintenance and Downtime

• Planned Maintenance: Planned maintenance may be conducted between 1:00 AM and 2:00 AM EST. Customers will be notified at least 48 hours in advance of any planned maintenance.
• Emergency Maintenance: Emergency maintenance may be performed as needed to address security vulnerabilities or other urgent issues. Fonax will provide as much notice as possible in such instances.

4. Support and Response Times

Fonax provides support services to its customers via phone, email, or online ticketing system.

• Critical Issues (Priority 1): System outages or severe service disruptions.
• Initial response within 30 minutes
• Resolution or workaround within 4 hours
• High Priority (Priority 2): Major functionality affected, but service is operational with reduced capacity.
• Initial response within 1 hour
• Resolution or workaround within 8 hours
• Medium Priority (Priority 3): Minor service issues that don’t significantly impact operations.
• Initial response within 4 hours
• Resolution or workaround within 24 hours
• Low Priority (Priority 4): Non-critical issues or general inquiries.
• Initial response within 8 hours
• Resolution within 48 hours

5. Service Credits

If Fonax fails to meet the uptime commitment, customers may be eligible for service credits based on the following schedule:

• Uptime ≥ 99.0% but < 99.9%: 5% credit of the monthly fee.
• Uptime ≥ 95.0% but < 99.0%: 10% credit of the monthly fee.
• Uptime < 95.0%: 20% credit of the monthly fee.

Service credits must be requested within 30 days following the month when the SLA breach occurred.

6. Exclusions

The SLA does not apply to performance issues or downtime caused by the following:

• Customer’s hardware or software misconfiguration
• Internet service provider (ISP) outages or failures outside of Fonax’s control
• Force majeure events such as natural disasters, war, terrorism, or other unforeseeable circumstances
• Scheduled maintenance or downtime agreed with the customer

Our SLA ensures that Fonax is committed to providing high-quality VoIP services with minimal disruptions.