Service Level Agreement (SLA)

Last Updated: July 7, 2025

1. Introduction

This Service Level Agreement (“SLA”) is a part of the Master Services Agreement (“MSA”) between TrunkIQ LLC (“Provider,” “we,” “us“) and the customer (“Customer,” “you“) and applies to the Services ordered by the Customer under a Service Order Form. The purpose of this SLA is to define the service levels and quality metrics that Provider commits to delivering. It also outlines the remedies available to the Customer should Provider fail to meet these commitments. Capitalized terms used but not defined in this SLA have the meanings given to them in the MSA.

2. Definitions

• “Downtime” means a period during which the core functionality of a Service is unavailable to the Customer due to a failure in Provider’s network or systems. Downtime is measured in minutes and does not include periods of unavailability resulting from any of the SLA Exclusions (Section 5).
• “Monthly Uptime Percentage” is calculated for a given calendar month using the following formula: ( (Total Minutes in Month – Total Minutes of Downtime) / Total Minutes in Month ) * 100
• “Scheduled Maintenance” means any maintenance performed by Provider or its underlying carriers for which Provider has provided at least forty-eight (48) hours of advance notice to the Customer. Scheduled Maintenance will be performed during off-peak hours where commercially feasible.
• “Emergency Maintenance” means any critical maintenance required to prevent or remediate a significant service degradation or security threat. Provider will provide as much notice as is practicable.
• “Service Credit” is a credit in U.S. Dollars, calculated as a percentage of the Monthly Recurring Charges (MRC) for the affected Service, which may be applied to the Customer’s account in the event Provider fails to meet the Network Availability Commitment.

3. Service Commitments

Provider commits to the following service levels for the applicable Services:

1. a) Network Availability Commitment

Provider commits to a 99.9% Monthly Uptime Percentage for the core network infrastructure supporting the Services. This commitment applies to the availability of Provider’s core switching platforms and gateways to the public internet.

1. b) Voice Quality Targets

Provider’s network is designed to meet the following voice quality targets for calls carried exclusively over our network infrastructure. These are design targets and not subject to Service Credits, as final quality can be impacted by factors outside of Provider’s control (e.g., the public internet, end-user network conditions).

• Mean Opinion Score (MOS): > 3.5
• Jitter: < 30ms
• Packet Loss: < 1%

1. c) Technical Support Response Time Commitment

Provider will provide technical support for the Services and will respond to support tickets based on the severity level of the issue.

Severity Level	Description	Target Response Time
Critical	Complete service outage or a critical security vulnerability.	1 Hour
High	Significant service degradation or impairment of a key feature.	4 Hours
Normal	Minor issue, general question, or request for information.	24 Hours

Response Time is the time taken to acknowledge the ticket and begin investigation. It is not a time-to-resolution guarantee.

4. Service Credits

If the Monthly Uptime Percentage for an affected Service falls below the 99.9% commitment, Customer will be eligible to receive a Service Credit, subject to the terms of this SLA. Service Credits are the Customer’s sole and exclusive remedy for any failure by Provider to meet the Network Availability Commitment. Service Credit Calculation:

Monthly Uptime Percentage	Service Credit (% of MRC for affected Service)
< 99.9% but ≥ 99.0%	5%
< 99.0% but ≥ 95.0%	10%
< 95.0%	25%

• Service Credits are calculated against the Monthly Recurring Charges (MRC) for the specific Service that was affected by Downtime. For purely usage-based services with no MRC, the credit will be calculated against the usage charges for the affected service during the month in which the Downtime occurred.
• The maximum total Service Credit in any single calendar month will not exceed 100% of the total fees for the affected Service in that month.
• Service Credits may not be exchanged for cash or other refunds and may only be applied to future invoices.

5. SLA Exclusions

This SLA and the Network Availability Commitment do not apply to any performance or availability issues that result from:

• Scheduled Maintenance or Emergency Maintenance.
• Force Majeure Events, as defined in the MSA.
• Customer-Side Issues, including any failure, misconfiguration, or negligence of the Customer’s own equipment, software, or local network (e.g., firewalls, routers, PBX systems).
• Third-Party Networks outside of Provider’s direct control, including the public internet, the Customer’s Internet Service Provider (ISP), or the network of a third-party carrier.
• Customer’s Breach of the MSA or the Acceptable Use Policy (AUP), including suspension of service due to non-payment or compliance issues.
• Acts or Omissions of the Customer, its employees, agents, or end-users, including but not limited to, improper use of the Service or unauthorized changes to the configuration.
• DNS or Domain Name Registry Issues outside the direct control of Provider.
• Services or features designated as “beta,” “pilot,” or “trial.”

6. Service Credit Claim Process

To be eligible for a Service Credit, the Customer must comply with the following process:

1. Customer must have an open trouble ticket with Provider’s technical support team documenting the incident of Downtime.
2. Customer must submit a formal request for a Service Credit in writing (e.g., via email to [email protected]) within ten (10) business days of the end of the month in which the Downtime occurred.
3. The request must include:
   • The name of the affected Service.
   • The date and time the Downtime began and ended.
   • The corresponding trouble ticket number(s).
4. Provider will investigate the claim using its monitoring logs and records. The determination of whether Downtime occurred and its duration will be made by Provider in its sole but reasonable discretion.
5. If the claim is validated, the applicable Service Credit will be applied to the Customer’s next invoice.

Failure to follow this process will forfeit the Customer’s right to receive a Service Credit for the incident.

7. SLA Modifications

Provider reserves the right to modify this SLA from time to time. Any changes will be posted on our website or communicated to the Customer directly. Any modification will not result in a material degradation of the Service Commitments during an active Service Term.