1. Scope & Incorporation
This SLA defines availability targets, maintenance, exclusions and any service credit remedy for specified Agilis Services (e.g., core SIP routing, API Connect) where the Order expressly references “Service Level Agreement v1.0”. If no Order references this SLA, website figures remain marketing targets only.
2. Definitions
“Availability” = (Total minutes in measurement period − Downtime) / Total minutes × 100. “Downtime” = period where core Service is unavailable to all customers in the region due to Agilis fault, excluding Excluded Downtime. “Scheduled Maintenance” = announced maintenance; “Emergency Maintenance” = urgent security/regulatory/provider fix. [DEFINE: Measurement period — e.g., calendar month.]
3. Service Availability Target
Target: 99.9% monthly availability for core platform availability where SLA applies — [COMMERCIAL DECISION: Confirm target per service; e.g., SIP core 99.9%, APIs 99.9%, bulk messaging 99.5%]. This is a target; remedy (if any) is service credits per Section 9, not automatic damages.
[DECISION: Confirm whether 99.9% is the contracted target or aspirational; adjust per service.]
4. Measurement Period & Calculation
Measured per calendar month via Agilis monitoring (primary source). Customer may submit evidence for review. Availability is regional; global aggregate not implied.
5. Scheduled & Emergency Maintenance
Scheduled maintenance is excluded from Downtime when notified with reasonable advance notice (target 48 hours for core, but may vary). Emergency/security/provider maintenance and TRAI/DoT-mandated changes are excluded, with notice where practicable.
6. Excluded Downtime
The following are excluded from availability calculations and do not qualify for credits:
- Third-party carrier/telecom/SMS/WhatsApp/cloud/numbering/DLT provider outages, suspensions, route blocks, template/header blacklisting, or 140/1600 series enforcement actions.
- Customer-caused downtime: misconfiguration, credentials compromise, DLT header/template errors, consent/DND violations, exceeding TPS, or customer network/internet failure.
- Force majeure (Section 29 of Terms) and regulatory changes (Terms Section 30).
- Beta, trial, or unpaid/free services unless the Order states otherwise.
- Suspension per Terms Section 20 or AUP enforcement.
7. Support Response Targets (Illustrative)
Support response targets are targets, not guarantees, unless the Order states otherwise:
- P1 (critical — platform down): target [e.g., 1 hour] — [DECISION REQUIRED]
- P2 (major degradation): target [e.g., 4 hours]
- P3 (minor): next business day
Current website “~18 min avg first response” is a reported figure, not a contractual SLA, and was earlier hedged as reported. Contractual targets apply only under SLA+Order.
8. Incident Severity & Escalation
Severity is assigned by Agilis per impact scope. Escalation path: support@ / legal@ → engineering on-call → management. We will make commercially reasonable efforts to restore service and provide incident updates.
9. Service Credits (If Applicable)
[COMMERCIAL/LEGAL DECISION REQUIRED] If the Order offers service credits, the table below applies; otherwise no credits are due and the sole remedy is the platform target commitment.
| Monthly Availability | Credit (if offered) |
|---|---|
| ≥ 99.9% | No credit (target met) |
| 99.0–99.89% | [e.g., 10% of monthly fees for affected service] |
| < 99.0% | [e.g., 25%] |
Credits are the sole and exclusive remedy for availability failures under this SLA, are not cumulative with damages, and require a timely claim per Section 10. No cash refunds — credits apply to future invoices where offered.
10. Claim Procedure
Customer must claim within [15] days after month end with evidence (e.g., order ID, timestamps, affected Channel). We will review against our monitoring logs within [15] business days. Invalid or provider-excluded downtime claims are denied.
11. Modification
We may update this SLA with 30 days’ notice; changes apply prospectively and do not retroactively alter credits for prior periods unless required by law/regulation.
Legal review required for telecom risk exclusions, credit enforceability, and consumer law implications. Based on TRAI TCCCPR 2018/2025, Telecom Act 2023, and general SLA practice. Not legal advice.