99.99% uptime. Real credits when we miss it.
Trailing-90-day uptime has been 99.998% since we started publishing it. Our contractual floor is 99.99% and our credit schedule actually pays. No 'credit capped at 5% of monthly spend' fine print, no force-majeure catch-alls, no support-hour exclusions.
The four numbers we write down.
An SLA that only promises uptime is useless — a 99.99%-up trunk with 3% ASR and 4-second PDD is a broken trunk. We commit to all four axes that actually matter to a dialer floor.
Uptime — 99.99%
Measured per-POP, trailing 30 days, excluding customer-side configuration errors only. Scheduled maintenance is announced 72 hours ahead and does not count against uptime.
ASR — US domestic ≥ 67%
Answer Seizure Ratio on US/CA domestic routes, rolling 7-day window per tenant. Falls below floor → credit triggers, investigation starts within 2 hours.
PDD — mean ≤ 2.0s
Post-Dial Delay measured at our SBC, US/CA routes. Tail latency (p95) committed at ≤ 3.5s. Published per-POP on /status.
MOS — ≥ 4.2
Mean Opinion Score on recorded and sampled calls, measured via PESQ. Below 4.0 triggers route-quality investigation regardless of uptime.
Miss the floor, pay the bill.
| Monthly uptime | Credit (% of affected monthly fee) | Also includes |
|---|---|---|
| ≥ 99.99% | 0% | — |
| 99.9% – 99.99% | 10% | Written incident report |
| 99.5% – 99.9% | 25% | Root cause + remediation plan |
| 99.0% – 99.5% | 50% | Next-month waiver on number fees |
| < 99.0% | 100% | Termination without penalty |
Tiered response. Humans on both ends.
Severity is declared at ticket open and confirmed within 15 minutes — not re-classified later to dodge the SLA clock. After-hours tickets route to the same NOC engineers who run the network, not a first-line script farm.
| Severity | Examples | First response | Status update |
|---|---|---|---|
| SEV-1 · outage | Trunk down, all DIDs failing, total ASR collapse | ≤ 15 min · phone + ticket | Every 30 min until resolved |
| SEV-2 · degraded | Partial route failure, ASR drop > 15%, MOS < 3.5 | ≤ 30 min · ticket | Every 2 hours until resolved |
| SEV-3 · issue | DID provisioning delay, CDR gap, single-call anomaly | ≤ 2 business hours | Daily until resolved |
| SEV-4 · question | Config help, documentation gap, feature request | ≤ 1 business day | On meaningful progress |
Short list. In plain English.
Customer-side misconfiguration
Wrong trunk IP, missing ACL, expired cert on your SBC. We'll help you fix it — we won't credit for it.
Upstream carrier-of-carrier outages that hit the whole US/global PSTN
Century-level incidents (e.g., a Tier-1 backbone cut). We disclose which events qualified and why on /status.
Scheduled maintenance
Announced ≥ 72 hours ahead via email + portal banner + /status. Always during 02:00–05:00 UTC window. Typically < 30 min actual impact.
DDoS attacks aimed at customer IPs
We protect our SBC perimeter. DDoS aimed at your servers is your incident. We'll work with you on rerouting.
Synthetic probes + customer-side data.
The uptime number on the homepage is a live measurement, not a marketing claim.
Check it yourself. If you see anything lower than 99.99% trailing-30-day on any POP, tell us and we'll either fix it or credit it — usually both.