Service Level Agreement (SLA)

Last updated: September 10, 2026

1. Scope

This SLA may apply to supported services such as business VoIP, wholesale routes, and numbering services. eSIM and third-party dependent services may have different targets due to carrier constraints.

2. Support hours

• Standard support: Mon–Fri, 9:00 AM – 5:00 PM (ET)
• Emergency/network issues: Best-effort response outside standard hours for critical outages

3. Incident severity

• Severity 1 (Critical): Major outage impacting production traffic.
• Severity 2 (High): Significant degradation or widespread impact.
• Severity 3 (Normal): Limited impact or workaround available.
• Severity 4 (Low): Minor issue, request, or inquiry.

4. Target response times

• Sev 1: 1 hour
• Sev 2: 4 business hours
• Sev 3: 1 business day
• Sev 4: 2 business days

5. Service credits

Unless otherwise stated in a signed agreement, service credits (if any) are evaluated case-by-case and may depend on the impacted service, duration, and root cause. Service credits are not available for issues caused by third parties (carriers, upstream providers), customer equipment/configuration, force majeure, or AUP violations.

6. Maintenance

Planned maintenance may be required. Where reasonable, we will provide advance notice and schedule maintenance during low-traffic periods.

7. Contact

For SLA questions or to open an incident, contact support@threetel.com or use Contact Us.