Service Level Agreement

Version 2026-11-06 · Effective 2026-11-06

This Service Level Agreement (“SLA”) forms part of the Terms of Service. It sets out our availability commitment for the Covered Services and the service credits available if we fall short. Capitalised terms not defined here have the meaning given in the Terms.

1. Covered Services

This SLA applies to the following production services, each a “Covered Service”:

The console, the MCP server, messaging, AI features, analytics, CDR export latency and any feature labelled beta or preview are not Covered Services unless a signed order form says otherwise.

2. Uptime commitment

We will use commercially reasonable efforts to make each Covered Service available with a Monthly Uptime Percentage of at least 99.95% in each calendar month.

3. Measurement

3.1 Availability is measured by our internal monitoring, including synthetic API checks, SIP OPTIONS and test calls from multiple locations against each production region, and published on our status page at status.sipio.dev. Our monitoring records are the basis for calculating uptime.

3.2 Uptime is measured per Covered Service and per region (for example US, EU, Israel and APAC). A credit is calculated against the region or regions your affected traffic uses.

3.3 Monthly Uptime Percentage = (total minutes in the month − Downtime minutes) ÷ total minutes in the month × 100.

4. Downtime

4.1 Downtime means a period of at least five consecutive minutes during which a Covered Service in a region is unavailable, meaning:

• API: more than 5% of valid requests return 5xx errors or time out;
• SIP signalling and registration: our edge fails to respond to more than 5% of valid SIP requests, or call attempts that would otherwise succeed fail because of our platform; or
• Media: established calls lose media through our media servers for more than 5% of active calls.

4.2 Partial-minute and intermittent errors below these thresholds do not count as Downtime. Periods excluded under section 6 do not count as Downtime.

5. Service credits

5.1 If a Covered Service misses the uptime commitment in a month, you are eligible for a credit equal to a percentage of the monthly fees you paid for that Covered Service in the affected region during that month:

5.2 Total credits in any month are capped at 50% of the monthly fees for the affected Covered Service. “Monthly fees” for usage-based services means the Usage charges for that service in the affected region during the month; it does not include taxes, pass-through carrier or regulatory charges, number rental, BYOC carrier charges or one-off fees.

5.3 Credits are applied to your Wallet as non-cash, non-transferable, non-refundable credit. They have no cash value and cannot be withdrawn. Credits may not be applied to an Account that has an unpaid or negative balance until that balance is cleared.

6. Exclusions

The following do not count as Downtime and are not eligible for credits:

• Scheduled maintenance announced on status.sipio.dev or by email at least 48 hours in advance, and emergency maintenance needed to address a security vulnerability or an imminent threat to the platform;
• Customer causes: your equipment, PBX, software, configuration, network, internet connection, firewall, NAT, codecs or SIP implementation, or failure to follow our documentation;
• Third parties: failures of the public switched telephone network, mobile networks, upstream carriers, number providers, messaging channels, AI providers, DNS or internet transit outside our network, or other third parties outside our reasonable control;
• BYOC carrier side: any unavailability, rejection, quality issue or misconfiguration on a carrier you connect through BYOC, as described in the BYOC Terms;
• Force majeure events as defined in the Terms;
• Suspension under the Terms of Service, the Acceptable Use Policy or the Fraud and Toll-Fraud Policy, or because of a negative balance or exhausted Wallet;
• Limits: traffic rejected or throttled because it exceeds your channel, CPS, API rate or other limits;
• Beta and preview features, free tiers and trial Accounts;
• Attacks: denial-of-service or other attacks that exceed what reasonable mitigation can absorb, provided we take reasonable steps to mitigate;
• Single-region choice: unavailability in one region where you have not configured failover available to you, to the extent the documentation recommends it; and
• unavailability caused by your use of the Services in breach of the Terms.

7. Claiming a credit

7.1 To claim a credit, email support@sip.io within 30 days after the end of the month in which the Downtime occurred, with the subject “SLA credit request” and:

• your Account ID;
• the Covered Service and region affected;
• the dates and times (with time zone) of each Downtime period;
• affected numbers, trunks, call IDs or API request IDs where available; and
• any logs or evidence supporting the claim.

7.2 We will review the claim against our monitoring and respond within 30 days. If we confirm the claim, we will apply the credit to your Wallet. Claims made late or without the required information are not eligible.

8. Sole remedy

Service credits are your sole and exclusive remedy, and our sole and entire liability, for any failure to meet this SLA or for unavailability of the Covered Services. This does not limit your right to terminate under the Terms.

9. Changes

We may update this SLA as described in the Terms of Service. Changes that reduce the uptime commitment or credit levels will not apply until the start of the next calendar month after 30 days notice. Changes are recorded in the Legal Changelog.