Service Level Agreement

Effective 2026-05-01

Uptime guarantees + service credits for Enterprise tier.

Coverage

Enterprise tier carries a 99.9% monthly uptime SLA on the Receptionist + dashboard. Pro and Business tiers receive best-effort with no SLA credit.

Definitions

"Uptime" excludes scheduled maintenance windows (advertised 7+ days in advance) + force-majeure events. Customer-side issues are excluded.

Service credits

  • 99.0%–99.9% → 10% credit
  • 95.0%–99.0% → 25% credit
  • <95.0% → 50% credit
Credits applied to next month's invoice. Maximum credit 50% of monthly fee.

Reporting

The customer raises a claim via support@siluxvoice.com within 30 days of the incident.

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