1. Overview

This Service Level Agreement ("SLA") sets forth the performance standards and associated service credits applicable to the services provided by Cloudli Communications (“Cloudli”) under the Master Service Agreement ("Agreement"). In the event of a service outage exceeding the defined threshold, Customer may be eligible for service credits as detailed below. This SLA is subject to the terms and conditions of the Agreement and shall apply solely to the services covered herein.

2. Credit Policy

Service credits will be issued based on verified continuous downtime during which Customer is unable to utilize the core functionalities of the subscribed service due to a failure within Cloudli’s infrastructure. Credits shall be applied per calendar day at a rate of 1/30th of the Monthly Recurring Charge ("MRC") per full hour of downtime, up to a maximum of one (1) day’s credit per calendar day.

Continuous Downtime (Per Day)

Daily Credit

1 hour or more

1/30 of Monthly Recurring Charge (MRC)

Maximum per calendar day

1/30 of MRC

Example: A one-hour outage in a single day on a $900/month service will result in a credit of (1/30 × $900) = $30 for that day.

 

3. Service Outage Definition

An outage is defined as a service interruption lasting more than sixty (60) continuous minutes during which users are unable to make or receive calls or access core features due to a fault originating within Cloudli’s infrastructure.

Outage Notification

Customer must submit a support ticket to report any suspected service disruption. Cloudli’s Monitoring System may generate initial outage alerts within one (1) hour of detecting an issue affecting multiple end-customers. Customer is solely responsible for maintaining accurate and current contact information. Cloudli shall not be held liable for notification failures resulting from outdated or incorrect contact records.

4. Maintenance Windows

  • Scheduled Maintenance: Notice provided at least five (5) business days in advance when possible. Not classified as downtime.

  • Emergency Maintenance: Notice provided as practical. Not classified as downtime.

5. Incident Response and Resolution


Severity Level

Description

Initial Response

Target Resolution

Level 1 (Critical)

Complete outage or total service disruption

15 minutes

4 hours

Level 2 (High)

Major service degradation affecting multiple users

30 minutes

6 hours

Level 3 (Medium)

Intermittent or minor disruption

1 hour

12–24 hours


6. Credit Request Procedure

  • Customer must submit a written credit request within fifteen (15) days of the service incident.

  • The request must include the support ticket number, affected service, and validated duration of the outage.

  • Credits will be applied to the invoice for the subsequent billing cycle upon approval.

7. Maximum Credit

SLA credits in any given billing month shall not exceed one hundred percent (100%) of the MRC for the affected service.


8. Exclusions

The SLA shall not apply and no credits shall be issued for service disruptions resulting from:

  • Force Majeure events (e.g., natural disasters, terrorism, war, acts of government)

  • Scheduled or emergency maintenance

  • Customer-provided equipment or configuration errors

  • Third-party carriers or internet access not managed by Cloudli

  • Customer’s failure to update primary contact information

  • Customers on month-to-month terms

  • Potential usage charges

  • Refusal by Customer to release a circuit for maintenance or testing

  • Acts or omissions of Customer, its contractors, agents, or third-party vendors

9. Chronic Service Issues

In the event of three (3) or more service-impacting incidents within any thirty (30) calendar day period, Cloudli may initiate a root cause investigation. Cloudli may also coordinate with Customer to provide a corrective action plan.


10. Moves, Adds, Changes, and Disconnects (MACDs)

Requests for MACDs submitted via email or phone shall be addressed within one (1) to three (3) business days. If incomplete information is received, Customer will be notified within twenty-four (24) hours; such requests are excluded from SLA credit eligibility.


11. Amendments

Cloudli reserves the right to amend this SLA from time to time and the most recent version will always be posted on our website, cloudli.com. Amendments shall not affect any service credit claims submitted prior to the effective date of such changes.

For questions or to submit a claim under this SLA, Customer may contact:

Email: service@cloudli.com
Phone: Customer Support Phone Number 1.877.808.8647

📞 Call us at 1.877.808.8647 or email service@cloudli.com