Effective Date: 20.01.2025

1. Introduction

This Support and Service-Level Agreement (“SLA”) outlines the service performance commitments, support offerings, and uptime guarantees provided by IllyVoIP LLC (“IllyVoIP,” “we,” “us,” or “our”) to its customers (“Customer,” “you,” or “your”). It forms part of our overall Services Agreement and is subject to the terms therein. This SLA specifically addresses our commitment to service uptime, responsiveness, and support quality.

2. Service Availability Commitment

IllyVoIP is committed to delivering highly reliable services. We guarantee a monthly uptime of 99.999% (“Five Nines”) for our core communication services, including voice termination, phone number provisioning, SMS, and data services, subject to the exclusions outlined in this SLA.

2.1. Uptime Definition:

• Uptime is defined as the percentage of calendar time during which the Services are fully operational and accessible according to the specifications in our product documentation.
• Scheduled maintenance, force majeure events, and other agreed-upon exceptions are not considered downtime under this SLA.

2.2. Measurement:

• Uptime is calculated on a monthly basis using our network monitoring systems and logs. The uptime percentage will be available to customers via our status page or upon request.

3. Support Services

3.1. Support Hours:

• IllyVoIP provides 24/7/365 technical support to respond to and resolve issues related to our services.

3.2. Support Contact Information:

• Email: support@illyvoip.com
• Phone: [Insert Phone Number if applicable]
• Customer Portal: [Insert URL]

3.3. Response Times:
We categorize support requests based on severity:

• Critical (Severity 1): Service is completely unavailable or causing significant business impact.
  Response Time: Within 15 minutes.
• High (Severity 2): Major functionality is impaired, but workarounds are available.
  Response Time: Within 1 hour.
• Medium (Severity 3): Minor service issues that do not prevent overall usage.
  Response Time: Within 4 hours.
• Low (Severity 4): General inquiries or requests with minimal impact.
  Response Time: Within 12 hours.

We strive to resolve issues in a timely manner according to the severity level and complexity of the problem.

4. Scheduled Maintenance

• IllyVoIP may perform routine, planned maintenance that could temporarily affect service availability.
• Customers will be notified at least 7 days in advance of routine maintenance and as soon as practicable in emergency situations.
• Scheduled maintenance is excluded from uptime calculations.

5. Exclusions

The following events are excluded from uptime calculations and do not constitute a breach of this SLA:

• Scheduled Maintenance: Planned maintenance and updates as notified in advance.
• Force Majeure: Events beyond our reasonable control, such as natural disasters, acts of terrorism, war, labor strikes, or other unforeseen disruptions.
• Customer-Side Issues: Problems due to customer equipment, configurations, internet service provider issues, or third-party integrations not managed by IllyVoIP.
• User-Defined Downtime: Periods where the Customer has intentionally disabled or modified services.

6. Service Credits

If our monthly uptime falls below the guaranteed 99.999% (subject to the exclusions above), Customers may be eligible for service credits as follows:

• Calculation: Service credits will be calculated based on the portion of the monthly fee corresponding to the Services affected by downtime beyond the guaranteed level.
• Request Process: To claim service credits, Customers must submit a written request to support@illyvoip.com within 30 days after the end of the month in which the uptime guarantee was not met. The request must include details of the incident and its impact.
• Limitations: Service credits are the sole and exclusive remedy for uptime failures under this SLA. Credits are applied to future billing cycles and cannot be exchanged for cash or other compensation.

7. Continuous Improvement

IllyVoIP is committed to continuously improving service reliability and support. We regularly review performance data, gather customer feedback, and enhance our infrastructure and processes to meet and exceed this SLA.

8. Contact and Escalation

For questions regarding this SLA, billing support, or to escalate unresolved issues, please contact our support team at support@illyvoip.com. Our support representatives will guide you through the escalation process if necessary.

By using IllyVoIP services, you acknowledge that you have read, understood, and agree to the terms of this Support and Service-Level Agreement.