Standard SLA: During the Term of Use of the applicable Hosted Agreement (the "Agreement"), our services will be operational and available to Customer at least 99.9% of the time in any calendar month (the "Hosted Phone SLA"). If Simple Phone Company does not meet the Standard SLA, and if Customer meets its obligations under this Standard SLA, Customer will be eligible to receive the Service Credits described below. This Standard SLA states Customer's sole and exclusive remedy for any failure by Simple Phone Company to meet the Standard SLA.
Definitions: The following definitions shall apply to the Standard SLA.
- "Downtime" means, for a service, that there is an outage that results in user being unable to make and receive calls, or that a service is down. Downtime is measured in hours of which service is not operational, and detailed at status.simplephoneco.com.
- "Service" means availability and operation of termination (outbound calling), origination (inbound calling), calling features, and online management portal.
- "Service Credit" is calculated in hours that the service was unavailable and converted into a percentage of the service in that same billing period. Example: 1 Hour = 1/720 of Monthly Service (Based on 30 day month)
Requesting Service Credit: In order to receive any of the Service Credits described above, Customer must notify Simple Phone Company within thirty days from the time Customer becomes eligible to receive a Service Credit. Failure to comply with this requirement will forfeit Customer's right to receive a Service Credit.
Maximum Service Credit: The aggregate maximum number of Service Credits to be issued by Simple Phone Company to Customer for all Downtime that occurs in a single calendar month shall not exceed fifteen days of Service added to the end of Customer's term for the Service (or the value of 15 days of service in the form of a monetary credit to a monthly billing customer’s account). Service Credits may not be exchanged for, or converted to, monetary amounts.
Updated January 1, 2015
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