Voigo Communications LLC. Service Level Agreement (SLA)
Voigo Communications LLC – Service Level Agreement
Updated May 17, 2026
This Service Level Agreement (“SLA”) describes the service availability objectives, support response targets, maintenance practices, and service credit policies applicable to certain Voigo Communications LLC (“Voigo”) Services. This SLA is incorporated into and subject to the Voigo Terms of Service and all related policies and agreements.
1. Covered Services
This SLA applies solely to Voigo’s core hosted voice platform services, including:
- Hosted PBX Services
- SIP Registration Services
- Core Voice Routing Services
- Voicemail Platform Services
- Primary Customer Authentication Services
This SLA does not apply to any services or functionality designated as beta, trial, testing, preview, experimental, unsupported, or provided on a best-effort basis.
2. Service Availability Commitment
Voigo will use commercially reasonable efforts to maintain 99.9% monthly uptime availability for Covered Services during each monthly billing cycle.
Monthly uptime availability is calculated based on the total minutes during a calendar month in which the Covered Services are available for normal operation, excluding Excluded Events described in this SLA.
Service availability measurements apply only to the Voigo-managed platform infrastructure and do not include failures or interruptions caused by customer-controlled systems, third-party providers, or circumstances outside of Voigo’s reasonable control.
3. Scheduled and Emergency Maintenance
Voigo may perform scheduled maintenance, upgrades, patches, repairs, infrastructure modifications, carrier migrations, security updates, or other operational work necessary to maintain the integrity, security, reliability, or performance of the Services.
Voigo will use commercially reasonable efforts to schedule planned maintenance during periods of anticipated low customer usage and to provide advance notice when practical.
Emergency maintenance may be performed without advance notice where reasonably necessary to:
- Protect platform stability or security
- Respond to security threats or abuse
- Mitigate service degradation
- Address carrier or upstream provider issues
- Comply with legal or regulatory obligations
Scheduled maintenance and emergency maintenance windows are excluded from uptime calculations under this SLA.
4. Excluded Events
The following events, conditions, and circumstances (“Excluded Events”) are excluded from uptime calculations and service availability commitments under this SLA:
- Customer internet service interruptions or ISP failures
- Customer network, firewall, router, LAN, VLAN, Wi-Fi, or local infrastructure issues
- Power outages or electrical failures at Customer locations
- Customer equipment failures or unsupported devices
- Customer misconfiguration or unauthorized modifications
- Carrier outages, PSTN disruptions, or upstream provider failures
- SMS/MMS carrier filtering, delays, blocking, throttling, or delivery failures
- Third-party integrations, APIs, software, or cloud provider failures
- DDoS attacks, malicious activity, hacking attempts, or security incidents
- Force majeure events including natural disasters, labor disputes, governmental actions, war, terrorism, pandemics, civil unrest, or similar events outside Voigo’s reasonable control
- Scheduled maintenance or emergency maintenance
- Beta, preview, AI-powered, or experimental services
- Call recording, transcription, analytics, sentiment analysis, AI-generated summaries, recommendations, automations, or related AI Features
5. Support Response Targets
Voigo will use commercially reasonable efforts to respond to support requests within the following target timeframes:
| Severity Level | Description | Target Initial Response |
|---|---|---|
| Critical | Complete service outage or major platform disruption affecting core voice functionality | 1 Hour |
| High | Major service impairment affecting multiple users or significant business operations | 4 Business Hours |
| Normal | General technical issues, configuration requests, or non-critical operational concerns | 1 Business Day |
| Low | General inquiries, cosmetic issues, feature questions, or informational requests | 2 Business Days |
Response targets are goals only and are not guaranteed resolution commitments.
6. Service Credits
If Voigo fails to meet the monthly uptime commitment for Covered Services, Customer may request a service credit as follows:
| Monthly Uptime | Service Credit |
|---|---|
| Less than 99.9% | 5% of affected monthly recurring service charges |
| Less than 99.0% | 10% of affected monthly recurring service charges |
| Less than 95.0% | 25% of affected monthly recurring service charges |
To receive a service credit, Customer must submit a written request within thirty (30) days following the applicable outage or service event.
Service credits:
- Apply only to affected Covered Services
- May not exceed the monthly recurring charges paid for the affected Services during the applicable billing period
- Will be issued as account credits only
- May not be redeemed for cash or refunds
- Constitute Customer’s sole and exclusive remedy relating to service availability issues
7. AI Features and Messaging Services
AI-powered features, transcription services, summarization services, analytics, sentiment analysis, recommendations, automations, and related AI Features are provided on an “AS IS” and “AS AVAILABLE” basis and are expressly excluded from any uptime commitments or service guarantees under this SLA.
SMS/MMS messaging services are dependent upon third-party carriers, networks, handset providers, routing providers, and external systems outside of Voigo’s reasonable control. Voigo does not guarantee message delivery timing, message delivery rates, carrier acceptance, throughput, routing availability, or uninterrupted messaging services.
8. Relationship to Terms of Service
This SLA is incorporated into and subject to the Voigo Terms of Service, Privacy Policy, Acceptable Use Policy, Messaging Policies, Emergency Services Policy, and related agreements and policies.
In the event of a conflict between this SLA and the Voigo Terms of Service, the Terms of Service shall control unless expressly stated otherwise.