IVR SLA Guarantee
100% Uptime: Our Service Level Agreement
Voxeo understands the importance of service availability to our customers and is committed to providing IVR and mutli-channel self-service with a standard of excellence that exceeds best practices in the IVR industry.
As part of our commitment to service excellence, we offer the industry’s first 100% guaranteed uptime Service Level Agreement:
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.
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.