SERVICE LEVEL AGREEMENT (SLA)


GET VOIP has implemented a high-availability cloud sip trunk and internet transit network infrastructure, available within secure co-location facilities. This has been accomplished by the following:

  1. Multiple upstream providers
  2. Fully redundant OCn backbone network
  3. All network & hardware devices have onsite spares
  4. All key network & hardware components are monitored 24x7x365
  5. CCTV & Intruder Detection
  6. Access Control – Security card all areas
  7. UPS Resiliency – N+1- c/w battery backup
  8. Generator Resiliency – N
  9. Cooling Systems – N+1
  10. Fire Detection Systems – Dual zone double knock system

Service Level Contract Terms:

GET VOIP will provide 99% guaranteed voice, call & sip trunk uptime including uninterrupted power & transit to the internet to all customers who have purchased said service from GET VOIP. Should downtime, power outages or transit to the Internet become unavailable for a cumulative period up to 6 hours in any one calendar month, Customer will receive a refund equivalent to one day of Customer’s pro-rated recurring monthly fees for that month. Customer will receive an additional refund of one day of the pro-rated internet connectivity recurring monthly fees for each additional hour, or portion thereof, of unavailability. All refund calculations will be based on unavailability in one-hour increments. The above agreement does not cover outages caused by equipment and/or events not under the direct control of GET VOIP or caused by individuals not directly employed by GET VOIP. This service level agreement does not cover outages due to scheduled or emergency network and/or facility maintenance, which will be broadcast to all customers in advance, and will not exceed 1 hour per month. Any and all refunds to Customer will not exceed 50% of the Customer’s recurring monthly fees for the month in which the unavailability occurred.

Disaster Recovery Policy:

GET VOIP backs up all services and virtual machines on a nightly basis (Snapshot) these snapshots are stored on arrays away from customer live data and can easily be used to roll back or reinstate a virtual machine to the previously snapshotted state, in the event of an internal hardware failure or disaster. GET VOIP highly recommend that all customers have additional disaster recovery policies in place above what is provided by the service.

Nightly Cloud Backup:

GET VOIP provide nightly secure managed backups of data and guarantee a copy of the customers data is always available for download. Where space permits, we will endeavour to provide retention backup files for up to 14 days. At the customers request GET VOIP will restore deleted or corrupted data from the cloud backup source.

Managed Services & Support:

GET VOIP provide 24x7x365 proactive monitoring of all managed services. This include cpu & ram resources, uptime, ping, IO Wait, time, temperature, HDD space allocation. Warnings for HHD space are set in three increments : Notify 10%, Warn 5%, Critical 3% GET VOIP will monitor software for high level vulnerabilities / security risks and will patch and update software as necessary to provide protection and continuity of service. This also includes day to day maintenance of the software & service. Support instances can be logged by emailing support@getvoip.online which will create an automatic ticket or by calling 01273 921939.

Response & Fix SLA:

GET VOIP managed support provides a 60 minute response time with a 2 hour fix time during business hours 08:30 - 17:30 Mon - Fri. Instances raised outside of business hours or weekends run on a 2 hour response and 6 hour fix (Critical issues that cause downtime or adversely effect system performance will be supported & repaired immediately) Although rare, on certain occasions we may need to send crash dumps and logs to software vendors, response times in the circumstances may be longer.