Service Level Agreement (SLA)
A Clear Commitment to You: We clearly explain our service availability, support response times when issues occur, and your rights if we fail to meet these commitments.
Version 1.0 | Effective Date: October 1, 2026 | Service Provider: TELSIP
99.9%
Monthly platform availability
24/7
Platform-wide incident handling for all customers
Service Credits
Credit added to your account when the service is unavailable
What You Need to Know in a Minute
| Question | Short Answer |
|---|---|
| Is my service guaranteed to run? | We commit to platform availability of at least 99.9% monthly |
| What if the platform goes fully down at night or on a holiday? | Our team handles it immediately, around the clock, regardless of your package |
| What if the service stops on our side? | You receive day credits in your wallet based on the duration of the outage |
| Is technical support free? | Yes, the Standard package is free for all subscribers during business hours |
| Do I need a paid support package? | If your business relies on communications in the evening or around the clock, we recommend one |
| What does technical support not cover? | New features, development, and training, which are priced separately |
Our Commitment to Platform and Service Availability
What do we mean by "Service Availability"?
Service availability means your platform is up and running: you can make and receive calls, access the control panel, and receive your customers' conversations.
We measure this automatically, around the clock, through our monitoring systems.
Availability Percentage by Service
| Service | Monthly Commitment |
|---|---|
| Cloud PBX | 99.9% |
| Cloud Contact Center | 99.9% |
| Social Media Platform for Business | 99.9% |
| Control Panel and Customer Portal | 99.9% |
| Local DID Numbers * | 99.9% |
What does this percentage mean in practice?
| Availability | Maximum Downtime |
|---|---|
| 99.9% | Approximately 43 minutes |
* Excluding outages at the telecom carrier providing the number, which we follow up on with them on your behalf.
When do we consider the service down?
The service is considered down if all or most users on your account are unable to make or receive calls, or access the platform, for 5 or more consecutive minutes, and the cause is on our side.
Compensation for Service Downtime
If the service stops due to a cause on our side, we compensate you with days from your subscription based on the severity and duration of the problem
| Total Downtime | Partial Outage | Full Outage |
|---|---|---|
| More than 43 minutes | 1 day | 3 days |
| More than 7 hours | 3 days | 7 days |
| More than 36 hours | 7 days | 15 days |
- Partial outage: The service works but with major difficulty that clearly affects your operations, such as repeated interruptions or noticeable delays.
- Full outage: Your account users cannot make calls or access the platform.
Example
Your service was down for 2 hours on one day, then 6 hours on another day in the same month, for a total of 8 hours of downtime. If it was a full outage, you receive 7 days of credit in your wallet.
How do you request compensation?
Open a support ticket inside your account titled "Service Downtime Compensation Request"
State the approximate date and time of the outage and the affected service, and specify the type of outage: full or partial
Submit the request within 30 days of the incident
We review the request and reply within 3 business days
Compensation terms: It is granted as day credit in your wallet, not as cash, and is the sole compensation due for service downtime on our side.
Exclusions and What the Availability Commitment Does Not Cover
| Case | Example | Why It Is Not Counted |
|---|---|---|
| Issue with the customer's internet or network | Internet outage in the office | Outside the scope of our platform's services |
| Telecom carrier outages | Outage at the carrier providing the landline numbers | Third-party service, which we follow up on with them on your behalf |
| External platform outages | WhatsApp service outage at Meta | Service managed by a third party |
| Announced scheduled maintenance | An update notified in advance | Performed with prior notice |
| Settings made by the customer | Accidentally deleting a call route | Change made on the customer side |
| Use in violation of the terms | Usage that harms the network | Violation of the terms of service |
| Force majeure and regulatory decisions | Natural disasters, wars, official decisions | Beyond reasonable control |
| Self-hosted service | Platform installed on the customer's servers | The infrastructure is owned and managed by the customer |
Scheduled Maintenance
We occasionally need to update the platform to improve performance and security. We commit to the following:
1:00 AM to 5:00 AM
Maintenance window, Kuwait time
72 hours
Minimum advance notice
4 hours
Maximum per month
Emergency
When there is a security or operational risk, we notify you as soon as possible
Technical Support
What is technical support?
Technical support is helping you when there is a failure or operational issue in the services you subscribed to, until the service returns to normal operation.
Technical Support Includes
- Diagnosing and fixing failures
- Restoring a stopped service
- Answering usage questions
- Following up on outages with telecom carriers
- Explaining error messages
Special Requests Priced Separately
- Adding new services or features
- Completely reprogramming call routes
- Developing new integrations with your systems
- Training
- Consulting for new projects
Technical Support Packages
Important
Platform-wide outages that affect all customers are handled around the clock for all subscribers, regardless of package. Packages determine the level of support for issues specific to your account and settings.
Standard Package
Free with every subscription
Suitable for
Businesses that operate during business hours
Premium Package
Annual subscription by mutual agreement
Suitable for
Businesses that operate into the evening
Elite Package
Annual subscription by mutual agreement
Suitable for
Businesses that operate around the clock
Detailed Package Comparison
| Feature | Standard | Premium | Elite |
|---|---|---|---|
| Availability | |||
| Support hours | 9 AM to 5 PMSunday to Thursday | 9 AM to 9 PMSunday to Thursday | 24/7Including official holidays |
| Account-specific issues outside support hours | On the first business day | On the first business day | Around the clock |
| Operations and Monitoring (for all customers) | |||
| Automated platform monitoring around the clock | |||
| Maintenance and security updates | |||
| Handling of platform-wide outages around the clock | |||
| Support Channels | |||
| Customer portal and ticket tracking | |||
| WhatsApp support | |||
| Emergency line for critical incidents | Official company phone | Dedicated account manager | Dedicated account manager |
| Follow-up and Reporting | |||
| Proactive alert when an issue is detected on your account | |||
| Critical incident report | General summary | On request | On request |
| Choice of timing for major updates | |||
| Dedicated Service | |||
| Escalation path | Standard | Fast | Immediate and direct |
| Dedicated account manager | – | ||
Incident Classification
We classify every support request by its impact on your business:
Your business is down
- No one can make or receive calls
- The call center is completely down
Your business is running with major difficulty
- Calls are not reaching the correct department
- Recording has stopped
- WhatsApp is not receiving messages
An annoying issue but work continues
- One employee cannot log in
- A report is not displaying correctly
An inquiry or simple request
- How do I add an employee?
- How do I change the welcome message?
Response Times
| Incident Level | Standard | Premium | Elite |
|---|---|---|---|
| Critical (platform-wide outage) | Immediate, 24/7 | Immediate, 24/7 | Immediate, 24/7 |
| Critical (specific to your account) | Within 4 business hours | Within 1 hour | Within 30 minutes |
| High | Within 8 business hours | Within 4 hours | Within 1 hour |
| Medium | Within 2 business days | Within 1 business day | Within 4 hours |
| Low | Within 3 business days | Within 2 business days | Within 1 business day |
What do we mean by "Response"? A support engineer actually contacts you and starts working on your request, not an automated reply.
What about resolution time? We work to restore service as quickly as possible, and we may provide a temporary workaround that gets your business running again while we address the root cause. Full resolution time varies by the nature of the issue and the responsible department's assessment of how long it will take, so we do not commit to a fixed duration for it.
Business hours: Response times are calculated within each package's support hours: the Standard package from Sunday to Thursday, 9 AM to 5 PM. The Premium package from Sunday to Thursday, 9 AM to 9 PM. The Elite package around the clock, including official holidays. All times are Kuwait time, and official holidays are excluded from the Standard and Premium packages.
How to Request Support
Log in to your account, then go to Support Tickets
Select the incident type and provide a clear, brief description of the problem
Attach whatever helps us: a screenshot or video of the problem, the time it occurred, and the affected service or number
Track your request status in the system. Updates will reach you automatically, with a message or call from us when the issue is resolved
| Channel | Standard | Premium | Elite |
|---|---|---|---|
| Customer portal and ticket tracking | |||
| Emergency line for critical incidents | Official company phone | Dedicated account manager | Dedicated account manager |
| Direct contact with the account manager | – |
For Critical Incidents
Open the ticket, then contact the emergency line on WhatsApp number 1880005 to ensure the fastest response.
Stages of Handling Support Requests in Our System
- 1
Assigned support engineer
When the ticket is opened
- 2
Support team supervisor
If we exceed the agreed response time
- 3
Technical operations manager
If a critical incident continues for more than 4 hours within your package's support hours
- 4
Senior management
If a critical incident continues for more than 8 hours within your package's support hours
Transparency & Responsibilities
How We Keep You Informed During Incidents
When a Major Incident Is Detected
We publish an update on the service status page within 15 minutes.
During the Incident
We update the status at least every 60 minutes.
When Service Is Restored
We announce the service restoration immediately.
After the Incident
We publish a summary of the cause and actions taken within 5 business days.
Shared Responsibilities
Service success is a shared responsibility between us and you:
| What We Commit To | What We Need From You |
|---|---|
| Operate and monitor the platform around the clock | A stable internet connection with sufficient capacity for the number of calls |
| Maintenance and security updates | Designate authorized individuals to request support |
| Protect your data and recordings | Provide a clear description of the issue and information that helps with diagnosis |
| Follow up on incidents with telecommunications operators | Approve temporary and secure access for our engineers to your system when needed |
| Notify you about maintenance and incidents | Keep passwords and login credentials confidential |
| Respond within the specified times | Follow the setup instructions and guidelines provided in the user guide on our YouTube channel |
Services Dependent on Third Parties
Some services rely on external partners. Here are the limits of our commitment:
DID Numbers & External Calls
We rely on licensed telecommunications operators and follow up with them directly on any related incident on your behalf.
WhatsApp relies on the Meta platform, and we do not control its availability.
AI Features
We make every reasonable effort to ensure accuracy, but transcription, translation, and AI agent results may contain errors and should be reviewed.
Partner & Reseller Customers
Who Provides Your First Line of Technical Support?
If you subscribed through one of our authorized resellers or partners, the partner is your first point of support, while we handle platform-related incidents directly with them.
If the reseller does not respond to your request, you can contact us directly through TELSIP.com.
General Terms
Relationship to the Terms of Service
Changes to the Agreement
Repeated Breach
Governing Language
Governing Law
Custom Agreements
Frequently Asked Questions
Can I upgrade to a higher support plan at any time?
What if the service goes down on Friday while I am on the Standard plan?
Is the service credit automatic?
Does support include initial system setup?
Who is responsible for call quality?
Need a Support Level That Fits Your Business?
Choose the technical support plan that suits your needs or talk to our team for a tailored offer.
Contact UsGlossary
Service Level Agreement (SLA)
The written commitments between the provider and the customer regarding service quality.
Availability
The percentage of time during which the service is operational.
Scheduled Maintenance
Planned update and maintenance work announced in advance.
Service Credit
Credit added to your account when the service is unavailable due to an issue on our side, extending your subscription by its value.
Direct Inward Dialing (DID) Numbers
Local telephone numbers associated with your account.
Technical Support Ticket
A registered support request with a unique number used to track its status.
Version 1.0 | Effective Date: October 1, 2026 | Service Provider: TELSIP
