Service commitments
SLA & 24×7 support
The commitments below apply to every wholesale VoIP, DID, SMS, and SIP trunking service we deliver. Contracted customers receive these terms as a schedule to their master service agreement, with per-destination quality profiles attached.
Measured monthly across our geo-redundant SBC and softswitch clusters, excluding notified maintenance windows.
Target PDD on premium corridors, with per-destination quality profiles published to active customers.
Human acknowledgement from a duty engineer for total service loss, day or night, every day of the year.
Activation window in markets with no regulatory documentation requirement.
Severity levels and response targets
| Severity | Definition | Acknowledgement | Updates | Resolution target |
|---|---|---|---|---|
| P1 — Critical | Total loss of service, or a corridor carrying the majority of your traffic is failing. | 15 minutes | Every 30 minutes | Continuous work until service is restored |
| P2 — Major | Significant degradation: ASR or PDD outside the agreed profile on a live destination. | 30 minutes | Every 2 hours | Same business day where the fault is inside our network |
| P3 — Minor | Single number, single route, or non-blocking configuration issue. | 4 business hours | Daily | Two business days |
| P4 — Request | Provisioning, rate changes, reporting, and general questions. | 1 business day | As progressed | Per the agreed change window |
Escalation matrix
First contact for every ticket
Support@signalcomnetworks.com · +1 (888) 200-870
No acknowledgement inside the target, or a P1 unresolved after 1 hour
Request escalation on the open ticket
P1 unresolved after 4 hours, or repeat incidents on one corridor
Escalate via your account manager
Any service credit dispute or sustained quality issue
Kamal@signalcomnetworks.com
Service credits
Where monthly availability falls below the committed figure, credits are applied against the following month's invoice on request within 30 days of the incident.
| Monthly availability achieved | Service credit |
|---|---|
| 99.90% – 99.99% | 5% of the monthly service charge |
| 99.00% – 99.89% | 10% of the monthly service charge |
| 98.00% – 98.99% | 20% of the monthly service charge |
| Below 98.00% | 30% of the monthly service charge |
Planned maintenance is notified at least five business days in advance and is scheduled inside low-traffic windows. Emergency maintenance is notified as soon as the work is scoped.