Service Level Agreement
Effective Date: April 1, 2026
This Service Level Agreement ("SLA") describes the performance commitments SIPNEX makes to customers for the voice, messaging, and numbering services we provide. This SLA is incorporated by reference into the SIPNEX Terms of Service and applies to all customers in good standing with a positive prepaid balance.
1. Network Uptime
SIPNEX targets 99.99% monthly network availability measured across the core voice platform (session border controllers, signaling servers, and media infrastructure). Availability is calculated as:
Availability % = ((Total Minutes in Month − Downtime Minutes) / Total Minutes in Month) × 100
Downtime is measured from the timestamp a Severity 1 incident is confirmed by SIPNEX to the timestamp service is restored to normal operating parameters. Partial capacity degradation (Severity 2) does not count against uptime.
2. Maintenance Windows
Scheduled maintenance is announced at least 48 hours in advance by email to the technical contact on file. Standard maintenance windows are held between 11:00 p.m. and 5:00 a.m. Central Time on weekdays. Emergency maintenance may be performed with shorter notice when required to protect network integrity or address a security issue.
Time spent in announced maintenance windows is excluded from uptime calculations.
3. Incident Response
| SEVERITY | DEFINITION | RESPONSE TIME |
|---|---|---|
| Severity 1 | Total outage — all traffic failing | 15 minutes |
| Severity 2 | Degraded service — partial capacity or quality impact | 1 hour |
| Severity 3 | Minor issue — single customer, non-blocking | 4 hours |
Response time is measured from the moment the incident is reported to SIPNEX through the customer portal, support email, or 24/7 emergency line (for Severity 1), to acknowledgment and initiation of investigation by a qualified engineer.
4. Service Credits
If monthly availability falls below the 99.99% target, SIPNEX will issue service credits to the affected customer's account balance according to the following schedule:
| MONTHLY AVAILABILITY | CREDIT (% OF AFFECTED MONTHLY USAGE) |
|---|---|
| 99.9% to 99.99% | 5% |
| 99.0% to 99.9% | 10% |
| Below 99.0% | 25% |
Credits are applied as balance credits to the customer account and are the customer's sole and exclusive remedy for SLA failures. Credits must be requested within 30 days of the affected billing period.
5. Exclusions
The uptime commitment does not apply to disruptions caused by:
- Scheduled maintenance windows announced in accordance with Section 2.
- Emergency maintenance required to protect network integrity or address a security issue.
- Force majeure events (natural disasters, acts of war, government orders, large-scale internet or power outages).
- Customer-side issues including misconfiguration, firewall or NAT problems, insufficient bandwidth, PBX failures, or exhaustion of upstream capacity.
- Third-party carrier failures on the terminating side of a call when SIPNEX has successfully handed off the signaling and media.
- Account suspension due to non-payment, acceptable-use violations, or fraud investigation.
- Beta or trial services that are explicitly designated as non-SLA at launch.
6. Support Hours
Standard support: Monday through Friday, 9:00 a.m. to 6:00 p.m. Central Time, via email and phone.
Emergency support: 24 hours a day, 7 days a week for confirmed Severity 1 incidents only. Emergency contact details are provided to the technical contact at onboarding.
7. Status Communication
During an active Severity 1 or Severity 2 incident, SIPNEX will provide progress updates at least every 30 minutes via email to technical contacts on file until the incident is resolved. A post-incident report is delivered within 5 business days of resolution for any incident lasting more than 60 minutes.
8. Contact for SLA Inquiries
Email: contact@sipnex.ca
Phone: (833) 665-2220
Hours: Monday – Friday, 9:00 a.m. – 6:00 p.m. Central Time