Service Level Agreement (SLA)
Last updated: January 1, 2025
Overview
GO VOIP TELECOM provides a 100% uptime Service Level Agreement to all qualified wholesale partners. This document outlines the terms, definitions, credit structure, and exclusions applicable to that commitment.
This is a public summary. The full SLA document is available to onboarded partners upon request.
Uptime Commitment
GO VOIP TELECOM guarantees 100% availability of its core SIP trunking and DID services on a monthly measurement basis, subject to the exclusions outlined below.
Credit Structure
Service credits are calculated as a percentage of monthly charges for the affected service, prorated by the duration of the outage exceeding the SLA threshold.
| Monthly Uptime | Service Credit |
|---|---|
| 99.999% – 100% | 0% |
| 99.99% – 99.999% | 5% |
| 99.9% – 99.99% | 10% |
| 99.0% – 99.9% | 25% |
| Below 99.0% | 50% |
Exclusions
The SLA does not apply to outages caused by:
- Force majeure events (natural disasters, war, etc.)
- Customer-caused network issues or misconfigurations
- Scheduled maintenance (with advance notice of at least 48 hours)
- Third-party network failures outside GO VOIP TELECOM's direct interconnect
- Customer equipment or software failures
Reporting Outages
Outages must be reported to the GO VOIP TELECOM NOC within 24 hours of occurrence to qualify for credit consideration. Submit reports via the customer dashboard or call the NOC directly.
Questions regarding SLA credits or uptime reporting should be directed to your account manager.
Credit Calculator
Estimate your potential service credit based on monthly spend and outage duration.
Full SLA Document Available Upon Partner Onboarding
Request the complete SLA document by submitting your email below.