Last Updated: 02/26/2024

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By using or continuing to use Primevox's services, customers agree to the terms and conditions outlined in this Service Level Agreement (SLA) (“Agreement”).

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1. UPTIME

Primevox guarantees 99.999% uptime for its services.

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2. PERFORMANCE MONITORING

Primevox employs industry-standard monitoring tools to ensure consistent service performance. Customers can view real-time performance metrics and status updates on our status page at https://status.primevox.net.

 

3. SCHEDULED MAINTENANCE

Periodic maintenance is necessary to ensure optimal service performance. Primevox will provide customers with at least 24 hours of notice prior to any scheduled maintenance that may cause downtime.

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4. SERVICE CREDITS

If Primevox fails to meet the 99.999% uptime guarantee, customers will be eligible for service credits calculated using the following straight-line formula:

Service Credit = (99.999% - Actual Uptime) x 50% of Monthly Service Fee

For example, if the actual uptime is 99.7%, the service credit would be calculated as: Service Credit = (99.999% - 99.7%) x 50% of Monthly Service Fee = 0.2% x 50% = 0.1% of Monthly Service Fee

Service credits are capped at a maximum of 50% of the monthly service fee.

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5. EXCEPTIONS

5.1. FORCE MAJEURE. Primevox will not be held liable for any failure to meet the uptime guarantee due to circumstances beyond its reasonable control, including but not limited to natural disasters, wars, acts of terrorism, government actions, or any other force majeure event.
 

5.2. CUSTOMER-RELATED ISSUES. Any downtime or performance issues caused by a customer's actions, such as failure to adhere to Primevox's policies or use of non-approved third-party services, are excluded from the uptime calculation.

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6. SERVICE SUPPORT LEVELS

Primevox views its customer support as an essential aspect of its service offering. The turnaround times listed below are expected to be worst-case scenarios.

 

Priority 4 (P4) – Small Service Degradation (Low):
Impact: Business processes can continue; one user affected.
Response Time: Within 16 business hours.
Resolution Target: Within 32 hours.
Examples: Extension changes, Softphone setup, Greetings/Recordings, Information request.

Priority 3 (P3) – Limited Service Degradation (Normal):
Impact: Business processes can continue; few users affected.
Response Time: Within 8 business hours.
Resolution Target: Within 16 hours.
Examples: New product orders, Customer account access, Porting.

Priority 2 (P2) – Significant Service Degradation (High):
Impact: Critical business processes affected; many users affected.
Response Time: Within 4 hours.
Resolution Target: Within 8 hours.
Examples: Single phone down, Incorrect call routing, Customer staff changes.

Priority 1 (P1) – Major Service Degradation (Urgent):
Impact: Business processes halted; all users affected site-wide.
Response Time: Within 1 hour.
Resolution Target: Within 4 hours.
Examples: Site outage, One-way audio, Not receiving calls.

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7. MODIFICATION

7.1. SIGNIFICANT CHANGES. Primevox may propose modifications to the terms of this SLA to adapt to changing conditions or improve service delivery. Any significant changes to this SLA will be communicated to customers via email or through our website at least thirty (30) days prior to taking effect. Customers have the right to review and accept or reject these changes. If the customer rejects the proposed changes, they may terminate the agreement without penalty by providing written notice to Primevox within the thirty (30) day period.

7.2. MINOR UPDATES. Primevox reserves the right to make minor changes or clarifications to this SLA, such as those that do not materially impact the customer’s rights or obligations, without prior notice. Such minor changes will be posted on our website, and continued use of Primevox's services after the changes are posted will constitute acceptance of these modifications.

8. ENTIRE AGREEMENT

This Agreement, along with Primevox's Terms of Service (https://www.primevox.net/termsofservice) and Privacy Policy (https://www.primevox.net/privacy), constitutes the entire agreement between the customer and Primevox regarding the use of its services.