Service Level Overview

1. Scope

This document summarizes service level targets for Enhanced VoIP SIP trunking and managed VoIP services. Specific SLA commitments may be amended in signed enterprise agreements.

2. Platform availability target

We target 99.9% monthly availability for core SIP ingress/egress infrastructure, excluding scheduled maintenance ( notified at least 24 hours in advance ), customer equipment failures, upstream carrier outages outside our control, and force majeure events.

3. Support response targets

• Critical (service down): initial response within 1 business hour
• Major (material degradation): initial response within 4 business hours
• Minor (general inquiry): initial response within 1 business day

Support hours: Monday–Friday, 9:00–17:00 Eastern Time, excluding Canadian statutory holidays, unless extended support is contracted.

4. Maintenance

Routine maintenance is performed during low-traffic windows. Emergency maintenance may occur without full notice when required to protect platform integrity or address security issues.

5. Failover & continuity

Where failover trunks or alternate routes are provisioned, cutover behavior depends on customer PBX/SBC configuration. We document expected failover timing during design and test windows before production reliance.

6. CDR delivery

Call detail records are typically available within 24 hours of call completion through agreed delivery methods. Delays may occur during upstream carrier reconciliation periods.

7. Credits

Service credits for validated SLA misses, if applicable, are defined in enterprise contracts. Standard retail plans may not include financial credits unless explicitly stated in writing.

8. Contact

Service issues: [email protected]
Enhanced VoIP Communications Inc., 105 10 Concession Rd E, Freelton, ON L8B 1H3, Canada