What we commit to, how we measure it, and what you get when we miss. Written without the five-nines theatre — the number that matters is what happens when it breaks, not the figure on the marketing page.
Availability commitment
We target 99.9% monthly availability of the call path: the ability to register a device and to place and receive calls. That allows roughly 43 minutes of unavailability a month.
We are a young network and we would rather commit to a figure we can meet than advertise one we cannot. As the peering footprint grows this number will improve, and we will update this document rather than quietly leave it optimistic.
What is excluded
- Your own internet connection, power, LAN or PBX
- Announced maintenance, which we schedule outside opening hours wherever the work allows
- Faults in a destination carrier's network beyond our interconnect
- Suspension for non-payment or breach of the acceptable use policy
- Events genuinely outside our control
Response times
| Severity | Meaning | First response |
|---|---|---|
| Critical | No calls in or out for an account | 1 hour, within opening hours |
| High | A significant feature is broken; calls still work | 4 working hours |
| Normal | A problem with a workaround | 1 working day |
| Low | A question or a request | 2 working days |
"First response" means a human reading your ticket and replying, not an automated acknowledgement. Working hours are Saturday to Thursday, 08:00–17:00 EAT · Closed Friday, and the clock on every target above runs during those hours only — a critical fault reported at 16:30 gets an answer that day; one reported on a Friday gets it on Saturday morning.
Critical faults should still be reported by phone — +252 61 9505202 — because a call reaches someone faster than a ticket does.
Service credits
If monthly availability falls below the target, you can claim a credit against the following month:
- Below 99.9% — 10% of that month's plan and number charges
- Below 99.0% — 25%
- Below 95.0% — 50%
Claim within 30 days of the affected month by contacting billing. Credits apply to recurring charges rather than call usage, and are the sole remedy for missed availability.
How we measure it
Availability is measured at our network edge across all points of presence, sampled continuously. We measure the call path, not the marketing website. If our measurement and your experience disagree, tell us — your experience is the one that matters and our instrumentation is more likely to be wrong than you are.
Contact
Service level questions and credit claims go to billing@voip.so.