Service Level Agreements

2.1 CLOUD UP-TIME SLA

2.1.1 Introduction

This Restcomm Cloud API Service Level Agreement (“SLA”) governs the use of the Cloud API under the Telestax Terms of Service (the “TOS”) between Telestax, Inc. (“Telestax”, “us” or “we”) and users of the Cloud API (“you” or “Customer”). This SLA applies separately to each account using the Cloud API. Unless otherwise provided herein, this SLA is subject to the terms of the TOS and capitalized terms will have the meaning specified in the TOS. Telestax reserves the right to change the terms of this SLA in accordance with the TOS. Customers will be notified via their registered email address about change in terms.

2.1.2 Service Commitment

Telestax will use commercially reasonable efforts to make the Restcomm Cloud API available 99.70% of the time. In the event Telestax does not meet the goal of 99.70% Cloud API availability in a given calendar month (“Monthly Uptime Percentage”), you will be eligible to receive a Service Credit as described below.

2.1.3 Definition

The following capitalized terms shall be given the meaning set forth below:

2.1.3.1 Unavailable Time

“Unavailable Time” means the Cloud API is not available for use according to third party performance and monitoring services contracted by Telestax at its sole discretion (the “Monitoring Service”). The Monitoring Service reports if cloud API is currently available at http://status.restcomm.com; provided that service issues or outages relating to any Exclusions (defined below) shall not be deemed as Unavailable Time.

2.1.3.2 Monthly Uptime Percentage

“Monthly Uptime Percentage” is calculated by subtracting from 100% the percentage of continuous 10 minute periods during the Service Month in which the Cloud API was in a state of “Unavailable Time” as identified by Monitoring Service

2.1.3.3 Service Credit

“Service Credit” is a dollar credit, calculated as set forth below, that Telestax may credit back to an eligible Customer account:

For a calendar month where the Uptime Monthly Percentage, as identified by Monitoring Service, Telestax, at its sole discretion after confirming the nature and accuracy of the Unavailable Time, will credit Customer’s account a percentage of that month’s billings, as defined by this table:

Monthly Uptime Percentage Service Credit
< 99.70% 10%

Service Credit shall be issued to Customer’s balance for future use only. No refunds or cash value will be provided. Service Credits may not be transferred or applied to any other account.

2.1.4 Credit Request and Payment Procedures

To apply for a Service Credit, the customer must submit a ticket via the Support Portal (https://telestax.zendesk.com) within 30 days of the month in which the Unavailable Time occurred. The ticket must include (i) “SLA Claim” as the subject of the ticket; (ii) the dates and times of the Unavailable Time for which you are requesting credit; and (iii) any applicable information that documents the claimed outage.

2.1.5 Exclusions

Notwithstanding anything to the contrary, no Unavailable Time shall be deemed to have occurred with respect to any unavailability, suspension or termination of the Cloud API, or any other Cloud API performance issues, that (i) are caused by factors outside of Telestax’s reasonable control, including, without limitation, any force majeure event, carrier related problems or issues, or Internet access or related problems beyond the demarcation point of Telestax or its direct hosting subcontractors (i.e beyond the point in the network where Telestax maintains access and control over the Telestax Services); (ii) result from any actions or inactions of Customer or any third party (other than Telestax’s direct hosting subcontractor); (iii) result from Applications, equipment, software or other technology and/or third party equipment, software or other technology (other than third party equipment within Telestax’s direct control); or (iv) arise from Telestax’s suspension and termination of Customer’s right to use the Restcomm Cloud Services in accordance with the TOS, (v) scheduled maintenance; or (vi) problems or issues related to alpha, beta or not otherwise generally available Restcomm Cloud features or products (collectively, the “Exclusions”).

Apart from this, Unavailable Time will not be accounted for services which are down and not used by Customers. For example, Customers are using only Voice and SMS service is down, this is not counted as Unavailable Time for that Customer.

2.1.6 Sole Remedy

Service Credits shall be your sole and exclusive remedy for any unavailability or non-performance of the Cloud Services or other failure by us to provide the Cloud Services.

2.2 CLOUD SUPPORT SLA

Telestax provides support to its customers on Restcomm Cloud under terms and conditions defined below. The response time for each ticket/incident would depend on Support Plan that customer may have selected.

2.2.1 Covered Services

  1. Support with issues that arise due to issues in Restcomm Cloud API’s only, where
    • There is reasonable doubt that an issue is caused by a Restcomm Cloud
  2. Usage. Usage includes queries on how to use the API’s
  3. Diagnosis
  4. Bug reports
  5. Bug fixes (*)

(*) If a bug is reported in cloud and verified by Telestax, it will be treated under same SLA Agreement for response time and depending on impact it has in production Priority 1 or Priority 2 can be assigned. However Telestax reserves the right to reclassify bug as incorrect usage of Product. Telestax doesn’t provide SLA on fix time.

2.2.2 Out of Scope

  1. Application issue or issues that arises due to negligence or wrong usage of API. Also issues arising from customer modification, customization or any Application leveraging the API causing bottleneck/problems.
  2. 3rd party products
  3. Technology beta or preview features. Details here
  4. Performance tuning
  5. Code Development, Development consulting
  6. Remote installation/configuration/debugging via SSH/Teamviewer etc
  7. Carriers/Service Providers issues which are beyond control of Telestax.

2.2.3 SLA Policies

The following Service Level Agreement terms apply to cloud support:

Basic Standard Premium Customized Support
Hours of coverage Regular business hours Regular business hours 24×7 for Severity 1 Contact us
Support channel Web Web Web and phone
Number of cases Unlimited Unlimited Unlimited
Response times Initial and ongoing response Initial and ongoing response Initial response Ongoing response
Priority 1

(Urgent)

No commitment 1 calendar day 2 hours 2 hours or as agreed
Priority 2

(High)

No commitment 1 business day 4 hours 4 hours or as agreed
Priority 3

(Normal)

No commitment 2 business days 1 calendar day 1 calendar day or as agreed

* In order to provide you with 24×7 coverage, Telestax requests that you identify a dedicated point of contact who will be available until the issue is resolved.
* Customer can set the priority level of a ticket when submitting via web/phone. However, Telestax reserves the right to reclassify the priority level at any time if we reasonably believe the classification is incorrect. Reclassifications are almost exclusively used in situations where a ticket is submitted as Priority 1, but the situation contradicts the Priority 1 definition – usually a non-production setup issue, or how-to question. Telestax team members may also increase the priority level if the situation is deemed to be more urgent than originally reported. If you do not choose a priority level when you create a ticket, the ticket will default to Priority 3.

2.2.3.1 Priority 1 (Urgent)

A priority 1 incident occurs when there are fatal errors or errors whose impact major functions of production use of the Cloud. Represents complete loss of production service. Does not include development issues or problems in staging environments

2.2.3.2 Priority 2 (High)

A priority 2 incident consists of errors disabling only certain non-essential functions or impairing major functions where Cloud is still operational. Does not include development issues or problems in staging environment.

2.2.3.3 Priority 3 (Normal)

A Priority 3 incident is defined as a minimal impact error, all errors that are not Priority 1 or 2. Includes Production, Development and Staging environments.