We understand that a move to the cloud can make businesses wary of not having control over their VoIP services and therefore, not being able to influence up-time and availability of services, so to instill confidence, we offer a 99.999% financially backed up-time guarantee. All customers who utilize Vox Tandem for their organization can sleep soundly at night, safe in the knowledge that we have promised our servers will be available 99.999% of the time. In the case that we do not meet this promise, you will be financially reimbursed with a refund of fees. Our limit of any liability, in any case, for any reason, shall be limited to the refund of any current one month of service, for the instance or server that might be effected.
We define "Downtime" as "any period of time when users are unable to make or receive phone calls via all supported, all approved, and correctly configured Vox Tandem installs and configurations which is calculated using Ping availability tools in minutes where applicable from server, operating system, application, network segments and infrastructure services managed by Vox Tandem".
The 99.999% is calculated as a "Monthly up-time percentage", per individual server or per individual instance, and is calculated purely on an individual basis. If you have 6 servers with us and one misses the up-time target, only the server or instance affected will receive any fee credit, not all the servers or instances. Service credits, for a maximum total equal to one month of fees for any particular instance or server, are the Customer's sole and exclusive financial remedy for any violation of this SLA guarantee. Customers are not able to claim back "costs" incurred or any costs associated with any loss of business.
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Our SLA offering of services fee credits as a financial remedy for violating the terms of the SLA is limited to the above conditions and terms. Any and all such credits must be applied for by submitting a trouble ticket with a request for service credit and are subject to approval.