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Service Level Agreement

Availability commitments, planned maintenance windows, and service credits. The SLA is measured against the SBC layer Callivex operates; events caused by upstream-carrier or customer-side failures are scoped out as detailed below.

In short
  • 99.95% monthly availability on our SIP endpoint.
  • Service credits of 5% to 50% of monthly charges if we fall short.
  • Routine maintenance on Tuesday and Thursday, 02:00 to 05:00 UTC, with seven days' notice.
  • Outages get a first response within 30 minutes, 24 hours a day.
A plain-English summary. The full text below is what applies.

Effective date: 1 January 2026 · Version: 1.0

Operator: Lunatoria Prime LTD (Company No. 17531648), trading as Callivex.

1. Availability commitment

Callivex commits to a minimum monthly availability of 99.95% on the SBC and signaling layer. Availability is calculated as the percentage of minutes in a calendar month during which the customer-facing SIP endpoint is reachable and accepting traffic.

"Reachable" means a SIP OPTIONS or REGISTER from the customer's whitelisted source IP receives a 2xx response within five (5) seconds.

2. Calculation

Monthly availability = ( total minutes in calendar month − unavailable minutes ) / ( total minutes in calendar month ) × 100. Unavailable minutes are aggregated across discrete incidents lasting at least one (1) minute. Incidents shorter than one minute are not counted.

3. Exclusions

The following events do not count as unavailable minutes:

  • Scheduled maintenance windows announced as described below.
  • Outage caused by upstream-carrier failure where Callivex's own infrastructure is reachable and routing failover is in effect.
  • Outage caused by customer-side configuration error, credential issue, IP-whitelist mismatch, or breach of the AUP.
  • Outage caused by force majeure as defined in the Terms of Service.
  • Outage caused by regulator action, sanctions enforcement, or lawful suspension of traffic.
  • Outage during a customer free trial or test period.

4. Scheduled maintenance

Callivex performs scheduled maintenance during defined low-traffic windows. Standard windows:

  • Routine maintenance: Tuesday and Thursday 02:00-05:00 UTC, announced at least seven (7) days in advance via email and the service portal.
  • Emergency maintenance: may be performed at any time with as much notice as operationally reasonable. Used only for security patches and incidents posing risk if delayed.

Routine maintenance is excluded from availability calculations. Emergency maintenance is excluded only where postponement would have caused greater impact.

5. Quality metrics

In addition to availability, Callivex publishes the following performance targets, measured against the customer-facing SIP endpoint:

  • Post-Dial Delay (PDD): 95th-percentile under 5.0 seconds across all routes.
  • Mean Opinion Score (MOS): 95th-percentile above 4.0 on G.711 routes, above 3.8 on G.729.
  • Packet loss on RTP egress: 95th-percentile below 1% on EU routes.

These targets are operational baselines, not contractual SLAs. Sustained breach of targets warrants engineering investigation but does not trigger service credits unless availability is also affected.

6. Service credits

Where availability falls below the commitment in a calendar month, the customer is entitled to service credits as follows:

  • 99.95% > availability ≥ 99.50%: 5% credit on monthly service charges.
  • 99.50% > availability ≥ 99.00%: 10% credit on monthly service charges.
  • 99.00% > availability ≥ 95.00%: 25% credit on monthly service charges.
  • availability < 95.00%: 50% credit on monthly service charges.

Service credits are applied to the next invoice. They are the sole and exclusive remedy for SLA breach.

7. Claiming credits

To claim a service credit, the customer must submit a written claim to compliance@callivex.com within thirty (30) days of the end of the affected calendar month. The claim must include:

  • Customer account identifier.
  • Affected calendar month.
  • Approximate timing of unavailability and supporting evidence (CDR gap, monitoring logs).

Callivex acknowledges claims within five (5) business days and resolves within fifteen (15) business days.

8. Status communication

Active incidents are posted to status.callivex.com (subject to the public status page going live; until then, customer-of-record notifications are by email). Customers should subscribe to status updates and configure their NOC alerting accordingly.

9. Support response targets

  • Severity 1, production-impacting outage: first response within 30 minutes (24/7).
  • Severity 2, production degradation: first response within 1 business hour.
  • Severity 3, non-production or informational: first response within 1 business day.

Response targets are measured from the timestamp of receipt at compliance@callivex.com or via the disclosed emergency channel. Customer cooperation in providing diagnostic information may be required to resolve incidents.

10. Changes

This SLA may be revised on at least thirty (30) days' written notice. Where revisions reduce availability or quality commitments, customers may terminate without penalty within those 30 days.

11. Contact

SLA enquiries and escalation: compliance@callivex.com