Service Level
Assurance.
We provide a 99.9% uptime guarantee backed by financial credits. Our SLA defines the gold standard for voice infrastructure reliability.
1. Service Commitment
Infozy Voice is engineered to provide "Always-On" connectivity for high-volume voice outreach. Our distributed SIP nodes and neural engines are monitored 24/7/365 to ensure that your campaigns never experience a second of downtime.
This Service Level Agreement (“SLA”) governs the use of Infozy Voice OBD Services and applies separately to each account using the platform.
2. Uptime & Performance
Availability
99.9%
Monthly Platform Uptime Guarantee
Voice Latency
< 50ms
Mean Round-Trip Delay (RTD)
3. Service Credits
If the Monthly Uptime Percentage falls below 99.9%, you are eligible to receive a Service Credit applied to your next billing cycle as follows:
| Monthly Uptime Percentage | Service Credit Percentage |
|---|---|
| < 99.9% but ≥ 99.0% | 10% of Monthly Bill |
| < 99.0% but ≥ 95.0% | 25% of Monthly Bill |
| < 95.0% | 50% of Monthly Bill |
4. Support Tiers & Response
Critical • 15 Mins
Complete service outage affecting all users.
Urgent • 1 Hour
Significant degradation of call quality or API.
Standard • 4 Hours
Minor bugs or general technical inquiries.
Low • 24 Hours
General feedback or feature requests.
5. Maintenance Windows
Scheduled maintenance occurs during low-traffic windows (typically 02:00 AM to 04:00 AM IST). Infozy Voice will provide at least 48 hours notice for any maintenance that may result in temporary service unavailability.
6. SLA Exclusions
The Service Commitment does not apply to any unavailability that:
- Results from carrier-level outages (Airtel, Jio, BSNL, etc).
- Is caused by factors outside of Infozy’s reasonable control (Force Majeure).
- Results from customer's hardware or localized internet failure.
- Arises from improper use of the API or invalid DLT templates.
Enterprise Assurance
"We don't just broadcast voices; we protect your reputation with a guarantee that scales as you grow."