The commitment
What we promise
The short version of Section 6 of our Terms and Conditions.
99.99%
Monthly uptime
We commit to 99.99% monthly uptime for our hosted phone platform. That works out to about 4 minutes of unplanned downtime in a 30-day month.
Maintenance announced ahead
Planned maintenance is scheduled overnight and announced in advance, so it never catches you mid-call.
Credits if we miss
If we fall short in a month, you get a service credit on your next invoice for the time you were down.
In the contract
The SLA is written into the Terms every customer accepts. It applies to every plan, with no upgrade needed.
Definitions
What counts as downtime
Downtime means time when our platform can't place or receive calls.
It does not include time when service is down because of:
- Planned maintenance we gave you notice of
- Your own internet service, power, equipment, setup or network
- Outages at other carriers or third parties outside our network
- Force majeure events, like natural disasters (Terms Section 3.21)
- Service suspended for cause, such as non-payment or a breach of the agreement
- Beta or preview features (Terms Section 5.30)
Service credits
How credits work
Simple math, applied to your next bill.
- Ask for a credit by emailing support@cannonvoip.com within 30 days of the outage.
- The credit is your monthly fee for the affected services, prorated for how long they were down. For example, 4 hours of downtime in a 30-day month is 4/720 of that month's fee.
- Credits in a month never exceed that month's fee for the affected services.
- Credits go on future invoices and have no cash value.
- We measure downtime from our own monitoring records.
Service credits are the remedy for outages under the agreement. This prorated approach is the same one the major carriers use.
Check it yourself
See how we're doing
Don't take our word for it.
Live status
See current status and past incidents on our live status page.
Read the full terms
The exact wording is in Section 6 of our Terms and Conditions.
Our track record
Retention, response times and public business records are on our track record page.
Let's build your phone system, done right.
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