DIYTel Service Level Agreement (SLA)
Last Updated: June 17, 2025
Effective Date: June 17, 2025
1. SLA Overview
This Service Level Agreement ("SLA") defines the performance standards and service commitments that DIYTel provides to its customers for Cloud PBX, voice services, and related telecommunications solutions. This SLA supplements our Master Terms of Service and applies to all active DIYTel service subscriptions.
SLA Scope:
- Cloud PBX services and voice communications
- 911 emergency services routing
- Customer support and technical assistance
- Network infrastructure and connectivity
2. Service Availability Commitments
2.1 Uptime Guarantee
Monthly Uptime Commitment: 99.9%
Uptime Calculation:
- Measured monthly from the first day to the last day of each calendar month
- Based on system availability for voice calls and PBX functionality
- Calculated as: (Total Minutes in Month - Downtime Minutes) / Total Minutes in Month × 100
Exclusions from Uptime Calculation:
- Scheduled maintenance (with proper notice)
- Force majeure events (natural disasters, government actions)
- Customer equipment or internet service provider failures
- Third-party service provider outages beyond DIYTel's control
- Customer-initiated service changes or configurations
2.2 Planned Maintenance
Maintenance Windows:
- Scheduled during low-usage periods (typically 2:00 AM - 6:00 AM Pacific Time)
- Maximum 4 hours of planned maintenance per month
- 48-hour advance notice provided via email and customer portal
- Emergency maintenance may be performed with minimal notice when required for security or stability
Maintenance Procedures:
- All maintenance activities documented and tracked
- Customer impact assessments performed prior to maintenance
- Rollback procedures available for all changes
- Post-maintenance validation and monitoring
3. Performance Standards
3.1 Voice Quality Metrics
Call Quality Standards:
- Mean Opinion Score (MOS): ≥4.0 (Good to Excellent quality)
- Jitter: ≤30 milliseconds
- Packet Loss: ≤0.1%
- Latency: ≤150 milliseconds (North America)
Call Completion Standards:
- Successful call completion rate: ≥99.5%
- Post-dial delay: ≤3 seconds
- Call setup time: ≤2 seconds average
3.2 Emergency Services (911)
911 Service Standards:
- 911 call routing availability: 100%
- Emergency call connection time: Immediate (no delay)
- Location information accuracy: As provided by customer
- Backup routing: Automatic failover to alternative carriers
Customer Responsibilities for 911:
- Provide accurate location information during service setup
- Update location information when moving premises
- Maintain alternative communication methods for emergencies
- Test 911 functionality periodically (non-emergency test line)
4. Service Implementation Timeline
4.1 New Service Activation
PBX Services:
- Implementation Schedule: PBX systems are created each morning between 6:00-8:00 AM Pacific Time
- Batch Processing: All signups from the previous 24 hours are processed together
- Activation Notification: Customers receive email confirmation when PBX is ready
- Full Functionality: Complete PBX features available within 2 hours of morning processing
Website and Email Services:
- Instant Activation: Website component created immediately upon signup
- Email Setup: Customers can begin creating email addresses instantly
- Website Builder: Sitejet-powered website builder available immediately
- Domain Services: Processed within 24-48 hours for new registrations
4.2 Additional Services
Number Porting:
- Standard porting timeline: 3-5 business days
- Complex ports may require 7-10 business days
- Customer notification at each stage of porting process
- $25 fee per number (regardless of success/failure)
Custom Configurations:
- Simple configurations: Same-day completion
- Complex integrations: 2-3 business days
- Custom development: Timeline provided upon request
5. Customer Support Standards
5.1 Support Availability
Business Hours Support:
- Monday through Friday: 6:00 AM - 6:00 PM Pacific Time
- Statutory holidays: Limited support available
- Response time target: Under 10 minutes during business hours
- Support channels: Phone, email (telecom-support@diytel.ca), and customer portal
Emergency Support:
- 24/7 availability for critical service disruptions
- Emergency contact: +1 604-635-0700
- Priority response for 911 service failures
- Escalation procedures for urgent issues
5.2 Support Quality Standards
First Contact Resolution:
- Target: 95% of support requests resolved on first contact
- Comprehensive technical knowledge base
- Escalation to senior technicians when required
- Follow-up communication for complex issues
Response Time Commitments:
- Phone support: Answer within 3 rings during business hours
- Email support: Initial response within 10 minutes during business hours
- Emergency support: Immediate response 24/7
- Ticket updates: Within 2 hours for ongoing issues
5.3 Support Channels
Primary Support Methods:
- Email: telecom-support@diytel.ca (integrated with WHMCS system)
- Phone: +1 604-635-0700
- Customer Portal: Online ticket submission and account management
- Emergency Line: 24/7 critical issue support
Support Documentation:
- Comprehensive online knowledge base
- Video tutorials and setup guides
- FAQ section covering common issues
- Regular updates to documentation and procedures
6. Network Infrastructure Standards
6.1 Network Monitoring
Continuous Monitoring:
- 24/7 network operations center (NOC) monitoring
- Real-time performance tracking and alerting
- Proactive issue identification and resolution
- Regular network capacity planning and optimization
Monitoring Tools:
- VoIP quality monitoring (R-U-ON, VoIPmonitor)
- Network performance analytics
- Security threat detection and response
- Customer usage and performance reporting
6.2 Infrastructure Redundancy
Redundant Systems:
- Multiple carrier connections for voice traffic
- Redundant core routers and switching equipment
- Geographically distributed infrastructure
- Automatic failover for critical systems
Backup and Recovery:
- Daily automated backups of all customer configurations
- Offsite backup storage for disaster recovery
- Recovery Time Objective (RTO): Under 3 minutes
- Recovery Point Objective (RPO): Maximum 1 hour data loss
7. Service Credits and Remedies
7.1 Service Level Credits
Automatic Service Credits for Uptime Failures:
- 99.0% - 99.9% uptime: 10% of monthly service fee credit
- 95.0% - 99.0% uptime: 25% of monthly service fee credit
- Below 95.0% uptime: 50% of monthly service fee credit
Credit Calculation:
- Credits calculated based on the affected service's monthly fee
- Credits automatically applied to the next month's invoice
- No action required from customer for automatic credits
- Credits do not extend service terms or commitments
7.2 Service Credit Request Process
How to Request Credits:
- Automatic credits applied for measured uptime failures
- Manual credit requests for other service issues
- Submit requests through customer portal or email support
- Include specific dates, times, and description of service impact
Credit Processing:
- Credit requests reviewed within 2 business days
- Credits applied to next billing cycle when approved
- Notification provided when credits are applied
- Appeal process available for disputed credit decisions
7.3 Limitations on Service Credits
Maximum Credits:
- Service credits limited to 100% of monthly service fees
- Credits cannot exceed the total amount paid for affected services
- No cash payments for service credits
- Credits expire if not used within 12 months
Exclusions from Service Credits:
- Outages caused by customer equipment or configuration
- Internet service provider issues beyond DIYTel's control
- Scheduled maintenance with proper notice
- Force majeure events and circumstances beyond DIYTel's control
8. Customer Responsibilities
8.1 Service Usage Requirements
Customer Equipment:
- Maintain compatible internet connection (minimum bandwidth requirements)
- Use supported devices and software applications
- Keep firmware and software updated as recommended
- Provide adequate power backup for critical communications
Network Requirements:
- Minimum upload/download speeds for voice quality
- Quality of Service (QoS) configuration for optimal performance
- Firewall and security settings compatible with VoIP services
- Regular testing of internet connectivity and performance
8.2 Information and Reporting
Accurate Information:
- Provide current and accurate contact information
- Update location information for 911 services
- Report service issues promptly for fastest resolution
- Maintain authorized contacts for account access
Issue Reporting:
- Report service problems immediately when discovered
- Provide detailed information about service impacts
- Cooperate with troubleshooting and diagnostic procedures
- Document and report patterns of service degradation
9. SLA Monitoring and Reporting
9.1 Performance Monitoring
Continuous Monitoring:
- Real-time monitoring of all SLA metrics
- Automated alerting for SLA threshold breaches
- Regular performance reporting and analysis
- Proactive notification of potential service impacts
Reporting Systems:
- Monthly SLA performance reports available to customers
- Real-time service status dashboard
- Historical performance data and trending
- Incident reports for significant service events
9.2 SLA Review and Improvement
Regular Reviews:
- Quarterly SLA performance reviews
- Annual SLA target evaluation and adjustment
- Customer feedback integration into SLA improvements
- Industry benchmark comparison and optimization
Continuous Improvement:
- Investment in infrastructure and technology upgrades
- Process improvements based on performance data
- Staff training and development programs
- Customer satisfaction surveys and feedback incorporation
10. SLA Modifications and Updates
10.1 SLA Changes
Modification Process:
- 30-day advance notice for SLA changes
- Customer notification via email and website posting
- Opportunity for customer feedback and input
- Grandfathering of existing commitments where applicable
Types of Changes:
- Performance target adjustments
- New service level commitments
- Updated measurement methodologies
- Enhanced service credit provisions
10.2 Service Improvements
Enhanced Service Levels:
- Immediate implementation of improved service levels
- No advance notice required for customer-favorable changes
- Retroactive application of improved terms when beneficial
- Regular communication of service enhancements
11. Contact Information
11.1 SLA-Related Inquiries
Service Level Questions:
- Email: sla@diytel.ca
- Phone: +1 604-635-0700
- Customer Portal: SLA performance dashboard
- Business Hours: Monday-Friday, 6:00 AM - 6:00 PM PT
11.2 Service Credit Requests
Credit Request Contacts:
- Email: credits@diytel.ca
- Phone: +1 604-635-0700
- Online: Customer portal credit request form
- Mail: DIYTel SLA Credits, A-33771 George Ferguson Way, #329, Abbotsford, BC V2S 2M5
11.3 Emergency Support
24/7 Emergency Contacts:
- Phone: +1 604-635-0700
- Email: emergency@diytel.ca
- Escalation: Automatic escalation for critical issues
- Response: Immediate acknowledgment and response
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This Service Level Agreement demonstrates DIYTel's commitment to providing reliable, high-quality telecommunications services with measurable performance standards and customer-focused support for small businesses.
