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Support Overview > Extreme SLA (IVR Service Level Agreement)
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Voxeo understands the importance of service availability to our customers and is committed to providing IVR services with a standard of
excellence that exceeds best practices in the IVR industry.
As part of our commitment to service excellence, we offer the
first 100% guaranteed uptime Service Level
Agreement in the IVR industry:
Voxeo guarantees 100% uptime excluding scheduled maintenance.
In the unlikely event of downtime, you are refunded
up to 100% of your monthly fee
at a rate of 1% for every 1 minute of downtime.
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Details
Voxeo guarantees that our IVR hosting service will be available 100% of the time in a given month, excluding scheduled maintenance. In the
unlikely event of Network Downtime, Voxeo will refund 1% of your monthly fee for every 1 minute of downtime.
Generally, Network Uptime includes the proper functioning of all servers and services run by Voxeo and its vendors, but does not include the
proper functioning of servers or services run by you or other vendors.
Specifically, Network uptime includes proper functioning of all Voxeo IVR hosting service infrastructure including telephone numbers, telephony
lines, telephony connectivity, telephony gateways, IVR platforms, network routers, network switches, network cabling, VPNs, leased lines, and
direct Internet network connectivity. Network uptime includes the proper functioning of all Voxeo-managed customer servers. Network uptime
also includes network connectivity to customer servers co-located at Voxeo, but does not include proper functioning of hardware, software, or
services on co-located servers. Finally, network uptime does not include the proper functioning of your own web servers, software, or
services; or third-party Internet connectivity between Voxeo's network and your own network.
For more information or to get a price quote:
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