Overview
This policy describes service performance targets.
Platform Availability
Target uptime:
99.9% monthly availability
Exclusions include:
- scheduled maintenance
- upstream carrier outages
- force majeure events
- customer equipment failures
Support Hours
Standard support:
Monday – Friday
9:00 AM – 5:00 PM (local business hours)
Emergency support may be available for critical service disruptions.
Response Targets
| Priority | Example | Response Target |
|---|---|---|
| Critical | System outage | 1 hour |
| High | Major feature impairment | 4 hours |
| Standard | General support | Next business day |
Service Credits
Service credits may apply only if specified in a Service Order.