Service Level Agreement
Last updated: January 2025
Uptime Commitment
DialYourCalls commits to maintaining the following service availability levels:
99.9%
Platform Uptime
99.5%
API Availability
99%
Message Delivery
Service Credits
If we fail to meet our uptime commitment, you may be eligible for service credits:
| Monthly Uptime | Service Credit |
|---|---|
| 99.0% - 99.9% | 10% credit |
| 95.0% - 99.0% | 25% credit |
| 90.0% - 95.0% | 50% credit |
| Below 90.0% | 100% credit |
Credits are applied to future invoices and do not exceed monthly fees paid.
Exclusions
Uptime calculations exclude:
- Scheduled maintenance (announced 48+ hours in advance)
- Emergency maintenance for security or stability
- Third-party carrier network issues
- Force majeure events
- Customer-caused issues (misconfiguration, exceeded limits)
- DDoS attacks or security incidents
Support Response Times
| Severity | Description | Response Time |
|---|---|---|
| Critical | Service completely unavailable | 1 hour |
| High | Major feature not working | 4 hours |
| Medium | Minor feature issue | 24 hours |
| Low | General inquiry | 48 hours |
Maintenance Windows
- Scheduled Maintenance: Sundays 2:00 AM - 6:00 AM ET
- Notification: 48 hours advance notice via email
- Emergency Maintenance: As needed with best-effort notification
Requesting Credits
To request service credits, submit a request within 30 days of the incident to support@dialyourcalls.com. Include the date/time of the outage and description of the impact. We will review and respond within 10 business days.
Support Contact
- Email: support@dialyourcalls.com
- Status Page: status.dialyourcalls.com
- Emergency: emergency@dialyourcalls.com