Service Level Agreement
KloudTel understands the services they provide are mission-critical for their clients. That is why they are one of the few companies to take the extra step and offer an SLA to all of their customers. As a company strongly committed to providing a reliable, high-quality customer experience to their clients, this is another example of their dedication.
Our industry leading Service Level Agreement (SLA) outlines the minimum service expectations a client may expect from KloudTel for their provided Business VoIP service.
This SLA represents both KloudTel’s responsibility and their client’s course of action with respect to KloudTel’s Quality & Kloud Support Support Guarantee.
Definitions
KloudTel Quality & Kloud Support Guarantee:
If a KloudTel client is for any reason dissatisfied with the services provided by KloudTel, the client may, if completed during the 30 day guarantee period, terminate KloudTel services and return the telephones with a modest re-stocking fee (20%).
Network Maintenance:
Scheduled Network Maintenance refers to normal maintenance scheduled for the upgrade of KloudTel’s data and voice network, as well as servers used to deliver their KloudTel Phone System™ to their clients. Scheduled Network Maintenance may occur at any time during our maintenance window of 10:00PM – 5:30AM EST. Such effects related to Scheduled Network Maintenance shall not give rise to service credits outlined in this SLA.
Required Notification:
KloudTel must receive written notice of the client’s intent to terminate their KloudTel Phone SystemTM within twenty four hours of the 30 day completion period stated in the KloudTel Quality & Kloud Support Guarantee.
Availability Guarantee:
A credit balance will be carried for interruptions in the KloudTel Phone System™ service where inbound or outbound calling is affected for period in excess of 30 minutes for each user affected. Voice Service Unavailability shall begin when the Support Ticket, Email or Phone Call is received by the KloudTel Support Team and ends when the service has been deemed in operation once again.
| Credit Per User Affected | Total Interruption Time |
|---|---|
| 1.5 Days | 30 minutes to 59 minutes |
| 3 Days | 1 hour to 23 hours + 59 minutes |
| 10 Days | 24 hours + |
Provisions to KloudTel’s Availability Guarantee
No credit balance will be earned under the following scenarios:
- Noncompliance with respect to KloudTel’s Terms of Service (including its payment terms)
- Power failure at the client’s location
- Local equipment found negatively affecting the IP Telephony services
- Failure of equipment, systems, connections or services not provided by KloudTel (ie. ISP: Internet Service Provider)
- Circumstances or causes beyond the reasonable control of KloudTel
- Any period in which KloudTel is not provided full and free access to all required equipment in order to rectify a situation
The amount of credit available per month is subject to a cap as described in this Agreement.
General
Credit Balance and Payment Process
Following a verified incident, KloudTel will apply credits earned from the KloudTel Quality & Kloud Support Guarantee within three billing cycles. Credits are based on the average client user fee, and total sum will not exceed the average client user fee for that billing period. Credits will only be given to clients in good financial standing and must comply with KloudTel’s Terms of Service. As a result of any investigations, clients must fully cooperate with the KloudTel Support Team. Failure to do so, will negate all credit earnings and void the Guarantee.
Policy Change
At any time, KloudTel may change, amend or revise this SLA. The revised SLA shall become effective once posted on the KloudTel website.