Explore Service Level Agreement (SLA)

Under the slogan “Clarity in commitment,” we believe in transparency and simplicity in our Service Level Agreements (SLA).

SLAs are foundational to ensuring both parties have clear expectations regarding performance, uptime, response times, and support levels. In this section, we will explain and simplify the terminology and conditions of our service guarantees.

Key service conditions and parameters

	Basic	Standard	Office	Retail	Business	Advanced
Service availability
Uptime guarantee	Not applicable	99.80%	99.80%	99.85%	99.90%	99.95%
Support parameters
Support hours	Mon-Fri
09:00-16:00	Mon-Fri
08:00-17:00	Mon-Fri
08:00-18:00	Mon-Fri
08:00-18:00	Mon-Fri
07:30-18:00	Mon-Fri
07:30-18:00
Fault processing hours	Mon-Fri
09:00-16:00	Mon-Fri
08:00-17:00	Mon-Fri
08:00-18:00	Mon-Sun
08:00-18:00	Mon-Sun
07:00-19:00	Mon-Sun
00:00-24:00
Response and resolution
Maximum response time	48 hours	12 hours	4 hours	4 hours	3 hours	2 hours
Maximum time to intervene	96 hours	24 hours	8 hours	8 hours	6 hours	5 hours
Maximum time to recover	96 hours	24 hours	10 hours	10 hours	8 hours	7 hours
Compensation
Downtime credits	Not applicable	20% per hour	20% per hour	25% per hour	30% per hour	40% per hour
Monthly cost credits cap	Not applicable	50%	50%	75%	100%	150%
Communication channels
E-mail	✓	✓	✓	✓	✓	✓
Phone	✗	✓	✓	✓	✓	✓
Phone queue priority	Not applicable	Standard	Priority	Priority	Priority+	Priority++
Web chat	✗	✗	✓	✓	✓	✓
Matrix chat	✗	✗	✗	✗	✓	✓

Decoding SLA terms for non-experts

Uptime guarantee

The uptime guarantee represents the percentage of time your Mixvoip service is fully operational within a month. If service availability drops below the guaranteed percentage, you are eligible for compensation through the form available on this page. Unlike many operators who average uptime over three months or more, our monthly calculation method means that even shorter disruptions can impact your compensation eligibility. Uptime guarantees may vary for specific services, such as internet connectivity. Any such variations are communicated clearly and directly, ensuring you are well-informed about the service standards you can expect, and are not hidden in the fine print.

** Please note that certain external factors such as natural disasters or third-party errors, which are detailed in our terms and conditions, are excluded from this guarantee.*

Understanding Support hours and Fault processing hours

Support hours are set times when our customer service team is available to help with general inquiries and service-related issues, from billing to user support. Fault processing hours, which are typically longer, are specifically allocated for our technical team to address and resolve technical issues directly affecting your Mixvoip service. During these hours, the focus is strictly on technical faults to ensure any disruptions to your Mixvoip services are quickly and effectively managed.

Clarifying SLA response times: Maximum Response, Intervention, and Recovery

In our Service Level Agreement (SLA), we define three crucial timing metrics that align with our fault processing hours: Maximum Response Time (MRT), Maximum Time to Intervene (TTI), and Maximum Time to Recover (TTR). These metrics ensure timely and efficient handling of issues, and here’s how they are calculated within the fault processing framework:

Maximum Response Time (MRT): This is the maximum duration from when an issue is reported to when it is first acknowledged by our support team. For example, if the maximum response time is set at 4 hours, this means our team will respond to your issue within 4 hours during the designated fault processing hours.
Maximum Time to Intervene (TTI): This refers to the maximum time allowed from when an issue is submitted to when intervention begins to address the fault. This time is also counted within the fault processing hours. Please note that on-site intervention is limited to certain geographical areas as detailed in our terms and conditions. For a quick reference, on-site support is available within Luxembourg and Belgium, and select regions of Germany and France.
Maximum Time to Recover (TTR): This is the total time taken from the start of the submission to the resolution of the issue. Similar to the other metrics, this time is strictly calculated within the fault processing hours. For instance, if the TTR is 8 hours, this does not mean 8 consecutive calendar hours but rather 12 hours within the fault processing schedule, which could span multiple days depending on the fault processing hours parameter of your SLA.

These definitions ensure that all time-related commitments are met during the designated fault processing hours. It's important to note that 24/7 fault processing is exclusively available under our Advanced SLA.

Compensation: Downtime credits and Monthly cost credits cap

Our Service Level Agreement (SLA) includes provisions for compensation through downtime credits, which are awarded if our service availability falls below the guaranteed uptime level Here's a detailed explanation of how these compensations are structured:

Downtime credits: Downtime credits are calculated as a percentage of the monthly service fee for the disrupted service, proportional to the number of hours the disrupted service is unavailable. For example, if the downtime credits rate is 20% per hour of outage and your monthly service fee is €100, then for 2 hours of downtime, you would receive a credit of 20% of €100 for each hour. This calculation results in a €40 credit for the two-hour outage.
Monthly cost credits cap: The maximum total credits you can receive each month are capped at a percentage of the monthly service fees for only the specific disrupted service. This ensures that compensation is not only fair and adequate but also directly proportional to the disruption's impact on the particular service.

Downtime compensation credits can only be claimed through the form on this page.