Service Level Agreement

This SLA applies to:

• Hosted VoIP services provided by Provider
• PBX and call routing features included with the hosted service
• Supported desk phones supplied by Provider
• Configuration of supported phones supplied by Provider for use with the hosted service

This SLA does not apply to:

• Customer's firewall, router, switches, Wi-Fi, LAN, WAN, VLAN, QoS, or internal network
• Customer's internet service provider or internet connectivity
• Power, cabling, patch panels, or environmental conditions at Customer premises
• Third-party devices or phones not supplied by Provider
• Third-party software, mobile devices, or computers except to the extent of basic service configuration assistance
• Professional services, project work, on-site work, training, moves/adds/changes, or consulting unless expressly included in a separate written agreement

Affected Service means the specific hosted VoIP service or supported phone service impacted by a Service Outage or Service Degradation.

Business Day means Monday through Friday, excluding Provider-observed holidays.

Monthly Recurring Charges ("MRC") means the recurring monthly charges for the affected hosted service only, excluding taxes, regulatory fees, usage charges, shipping, setup charges, hardware charges, professional services, and other non-recurring charges.

Provider Demarcation Point means the point at which Provider's responsibility for network performance ends and Customer's network or third-party services begin. Provider's responsibility for network performance does not extend beyond the Customer firewall or internet edge. Provider's support responsibility under this SLA includes the hosted voice platform and supported phones supplied by Provider.

Scheduled Maintenance means planned maintenance announced in advance by Provider.

Service Availability means the percentage of time during a calendar month that the Affected Service is available for normal use, measured within Provider-controlled systems and up to the Provider Demarcation Point.

Service Credit means a credit applied to a future invoice in accordance with this SLA.

Service Degradation means an unscheduled reduction in service quality or functionality that materially affects normal use of the Affected Service but does not result in a full outage.

Service Outage means an unscheduled interruption that makes the Affected Service unavailable.

Service Ticket means a documented support case opened by Customer through Provider's designated support channels.

Supported Phones means desk phones supplied by Provider and deployed in accordance with Provider's approved configuration standards.

Provider targets 99.9% monthly uptime for the hosted VoIP platform.

Service Availability for a calendar month will be calculated as follows:

Service Availability = (Total Minutes in Month - Unscheduled Downtime Minutes) / Total Minutes in Month x 100

Only unscheduled downtime attributable to Provider and measured within Provider-controlled systems and up to the Provider Demarcation Point will count toward Service Availability.

Scheduled Maintenance, emergency maintenance, and events excluded under Section 9 are not counted as downtime for SLA purposes.

Provider supports the hosted VoIP platform and Supported Phones supplied by Provider.

Provider does not provide support under this SLA for Customer's firewall, router, switches, wireless network, local area network, internet connectivity, cabling, or other customer-managed infrastructure.

Where an issue is traced to Customer's network, internet provider, power, or third-party equipment, Provider may assist in identifying the likely source of the problem, but correction of those conditions is outside the scope of this SLA unless separately agreed in writing.

Customer may report service issues using the support contact methods designated by Provider, including email, phone, ticketing portal, or other support channels communicated by Provider.

A Service Ticket must be opened for any issue for which Customer seeks SLA treatment or a Service Credit.

Provider will use commercially reasonable efforts to respond to Service Tickets based on the severity of the issue.

These response targets are objectives, not guarantees of final resolution within a fixed time.

Support under this SLA for phones applies only to Supported Phones supplied by Provider.

Provider will provide remote troubleshooting for Supported Phones, including:

• Registration issues
• Provisioning issues
• Configuration issues
• Firmware issues where applicable under Provider's supported standards
• Feature behavior related to the hosted service

This SLA does not apply to:

• Phones not supplied by Provider
• Damaged phones caused by misuse, accident, power events, liquid exposure, or physical abuse
• Customer-requested custom configurations outside Provider's supported standards
• Accessories, headsets, local wiring, PoE switches, injectors, or third-party peripherals unless separately agreed

Hardware replacement terms, warranties, and shipping obligations, if any, are governed by the applicable quote, order, warranty, or hardware policy, not this SLA.

Provider may perform Scheduled Maintenance to maintain security, stability, and service performance.

When practical, Provider will provide at least 72 hours' notice for Scheduled Maintenance expected to materially affect service availability.

Provider may perform emergency maintenance without advance notice when necessary to protect the service, security, or overall system stability.

Scheduled Maintenance and emergency maintenance are excluded from uptime calculations.

This SLA does not apply to any outage, degradation, impairment, or performance issue caused in whole or in part by:

• Customer's internet outage, internet congestion, ISP failure, or internet performance issues
• Customer firewall, router, switch, Wi-Fi, LAN, WAN, VLAN, QoS, or other internal network issues
• Power failure, surge, brownout, HVAC failure, or other environmental issue at Customer premises
• Customer-owned devices, unsupported endpoints, or third-party equipment not supplied by Provider
• Mobile carrier issues, handset issues, or computer/device issues outside Provider's hosted service
• Acts or omissions by Customer, Customer employees, Customer agents, or third-party IT vendors
• Changes made by anyone other than Provider to phone settings, network settings, or related configurations
• Customer's failure to follow Provider deployment standards, troubleshooting instructions, or recommended configurations
• Failure of services, facilities, or systems not provided by Provider
• Carrier issues or upstream provider issues outside Provider's direct control, except to the extent such events are included in Provider's measured hosted platform uptime obligation
• Force majeure events, including natural disasters, severe weather, labor disputes, government actions, civil unrest, war, terrorism, epidemics, utility outages, or similar events beyond Provider's reasonable control
• Any event lasting fewer than five consecutive minutes
• Scheduled Maintenance or emergency maintenance
• Suspension or termination of service for non-payment, abuse, security risk, or breach of contract
• Periods during which Provider is unable to investigate or resolve the issue due to Customer's unavailability or refusal to provide reasonable access, information, or cooperation

Customer is responsible for:

• Maintaining a stable business-grade internet connection
• Maintaining a properly configured firewall, router, switches, Wi-Fi, and internal network
• Maintaining adequate electrical power and environmental conditions for on-site equipment
• Maintaining any internal VLAN, QoS, or network settings needed for voice traffic
• Using Supported Phones and approved configurations where SLA coverage is expected
• Promptly reporting incidents through Provider's designated support channels
• Cooperating reasonably with troubleshooting requests
• Maintaining accurate administrative and escalation contact information

If Provider fails to meet the 99.9% monthly uptime target for an Affected Service, Customer may request a Service Credit based on the following schedule:

Service Credits apply only to the affected hosted service and not to hardware, taxes, fees, usage, setup, professional services, or any other charges.

To be eligible for a Service Credit:

• Customer must open a Service Ticket for the applicable outage or degradation.
• Customer must request the Service Credit in writing within 15 days after the end of the calendar month in which the event occurred.
• Customer must include the Service Ticket number and a brief description of the basis for the request.

If approved, the Service Credit will be applied to a future invoice. Service Credits are not redeemable for cash and are not refundable.

Service Credits under this SLA:

• Are Customer's sole and exclusive remedy for any failure to meet the service levels described in this SLA
• Apply only to the specific Affected Service
• May not exceed the MRC for the Affected Service for the applicable month
• May not be combined in a manner that exceeds the monthly recurring charge for the Affected Service

Provider does not guarantee call quality, jitter, latency, packet loss, or MOS scores across Customer's internet connection or internal network.

Call quality depends in part on factors outside Provider's control, including ISP performance, firewall configuration, switching, wireless conditions, local bandwidth usage, endpoint condition, and power quality.

Provider may assist in identifying whether such factors appear to be contributing to an issue, but remediation of customer-side conditions is outside the scope of this SLA unless separately agreed in writing.

Provider may update this SLA from time to time. Any revised SLA will apply prospectively after it is posted on Provider's website or otherwise delivered to Customer in accordance with the underlying service agreement.

If there is a conflict between this SLA and a separately negotiated written agreement signed by both parties, the signed written agreement will control to the extent of that conflict.

SLA notices and Service Credit requests should be sent to: