Service level agreement

Availability commitment

We target 99.9% availability on the core network, measured monthly. That allows roughly 43 minutes of unavailability per month.

Availability means the platform is reachable and able to process calls and messages. Degradation of a single upstream carrier isn't platform unavailability — that's what failover is for — but sustained inability to route traffic is.

How we measure

• Monitoring runs continuously from inside and outside the network.
• Availability is calculated monthly as uptime divided by total minutes in the month.
• Scheduled maintenance, announced at least 48 hours in advance and run in a low-traffic window, is excluded.
• Failures caused by your equipment, your connectivity, or force majeure are excluded.

Response targets

Response means a human engaging with the problem, not an automated acknowledgement.

• Severity 1 — service down. Calls or messages failing across the account. Response within 30 minutes, 24/7.
• Severity 2 — degraded. Partial failure, quality problem on specific routes. Response within 2 hours during business hours, 4 hours out of hours.
• Severity 3 — non-urgent. Questions, configuration, requests. Response within one business day.
• Severity is agreed with you rather than assigned unilaterally. If you say it's urgent, we treat it as urgent.

Escalation

• First contact: NOC on +27 21 017 4119 or noc@zephyrtelecomms.com.
• Unresolved Severity 1 escalates to senior engineering within one hour.
• You'll be told who owns the incident and given updates at agreed intervals until it's closed.

Service credits

Where we miss the monthly availability target, service credits apply against the following month's invoice:

• Below 99.9% but at or above 99.0% — 5% credit
• Below 99.0% but at or above 98.0% — 10% credit
• Below 98.0% — 25% credit

Claim within 30 days of the affected month. We'd rather not owe you credits — they're an acknowledgement of failure, not a business model.

Maintenance

Planned maintenance is announced at least 48 hours ahead and scheduled in low-traffic windows. Emergency maintenance to address a security or stability risk may happen with shorter notice; we'll explain why afterwards.

What this doesn't cover

• Your internet connectivity or equipment.
• Upstream carrier faults beyond our control, though failover is designed to route around them.
• Quality issues arising from the destination network or handset.
• Force majeure.