Service Availability
SIPSTACK is committed to providing highly available and reliable telecommunications services. This Service Level Agreement (SLA) defines our uptime commitments and the remedies available to you if we fail to meet these commitments.
We measure service availability separately for the following service components:
- Nova PBX voice infrastructure — SIP registration, call setup, media relay, IVR, call queues, voicemail
- Aura AI / SARA AI — Voice agent availability, SARA email response generation, transcription processing
- Switchboard portal — Customer portal, admin console, API authentication, billing endpoints
- Pulse mobile — WebRTC/SIP session establishment via mobile signalling endpoints
- API endpoints — REST API availability and response time
How availability is measured. Availability is measured separately for each service component and for each customer, per calendar month in Coordinated Universal Time (UTC). A component is Unavailable to you when its core function cannot be used by you because of a failure within SIPSTACK's control, including a failure of the infrastructure node that serves your account, whether or not other customers are affected. Reduced performance during which the component remains usable (shown on the status page as "degraded") is not Unavailability. Scheduled maintenance is excluded only for the period announced on the status page at least 48 hours before it began; maintenance announced with less notice, and any time beyond an announced window, counts as Unavailability. Credit tables apply as follows: the 99.95% table to Nova voice, the Switchboard portal and API availability; the 99.9% table to Pulse mobile signalling; and the 99.5% table to Aura and SARA. Any availability figure we display in your account is provided for information; credits are determined only through the claim procedure below.
Uptime Guarantee
Nova PBX voice infrastructure and Switchboard portal: 99.95% monthly uptime (≤ ~22 minutes unscheduled downtime per month). Voice services include SIP registration, call setup, media handling, IVR, call queues, and PSTN connectivity via our upstream carrier.
Aura AI and SARA AI: 99.5% monthly availability. Response times may vary based on processing complexity and model inference load, but the services will be accessible and processing requests at least 99.5% of the time.
Pulse mobile: 99.9% availability of mobile signalling endpoints used by Pulse for SIP session establishment.
API endpoints: 99.95% availability. We target response times under 200ms for 95% of requests under normal load; this response-time target is not a guarantee and no service credit attaches to it. Rate limits apply as documented in the Documentation at sipstack.com.
Exclusions
This SLA does not apply to service unavailability caused by factors outside our reasonable control, including but not limited to force majeure events, internet service provider failures, DDoS attacks, or acts of government.
Scheduled maintenance windows are excluded from uptime calculations. We will provide at least 48 hours notice for scheduled maintenance and will perform such maintenance during off-peak hours (typically between 22:00 and 06:00 Eastern Time) whenever possible.
Availability guarantees do not cover issues caused by your equipment, software, network connectivity, or misuse of our services. Problems arising from your violation of our Acceptable Use Policy or Terms of Service are also excluded.
Third-party service dependencies including carrier network outages, payment processor downtime, or upstream internet transit failures are excluded from SLA calculations, except to the extent the failure is within SIPSTACK's network or caused by SIPSTACK's carrier configuration. We will make reasonable efforts to mitigate such issues but cannot guarantee availability in these circumstances.
Service credits and uptime guarantees under this SLA apply to paid Subscriptions only. Free trials, evaluation accounts, beta features, and any Services provided at no charge are furnished "as is" and are not covered by the uptime guarantees or service credits described in this SLA. We nonetheless apply the same operational and reliability practices to trial and paid traffic alike.
Credit Calculations
If we fail to meet the uptime guarantees specified in this SLA, you may be eligible for service credits as follows:
Core Platform & Voice Services (99.95% guarantee):
- 99.0% to 99.94% uptime: 10% credit
- 98.0% to 98.99% uptime: 25% credit
- 95.0% to 97.99% uptime: 50% credit
- Below 95.0% uptime: 100% credit
Pulse Mobile Signalling (99.9% guarantee):
- 99.0% to 99.89% uptime: 10% credit
- 97.0% to 98.99% uptime: 25% credit
- 95.0% to 96.99% uptime: 50% credit
- Below 95.0% uptime: 100% credit
AI Services (99.5% guarantee):
- 98.0% to 99.49% uptime: 10% credit
- 95.0% to 97.99% uptime: 25% credit
- 90.0% to 94.99% uptime: 50% credit
- Below 90.0% uptime: 100% credit
Service credits are calculated as a percentage of your monthly service fees for the affected service component. Credits are applied to future invoices and do not entitle you to a refund. Credits are the sole and exclusive remedy for any service availability failures.
Reporting Procedure
To request a service credit, you must submit a support ticket within 30 days of the incident. Your claim must include the dates and times of unavailability, a description of the service failure, and any supporting documentation such as error logs or screenshots.
We will investigate all credit claims and respond within 10 business days. If your claim is approved, the credit will be applied to your next monthly invoice. If we require additional information to process your claim, we will contact you within 5 business days.
To submit a claim, log in to your account dashboard and open a support ticket, or email [email protected] with subject line "SLA Credit Request" followed by your account number.
Service credits are capped at 100% of your monthly fees for the affected service. Multiple incidents in a single month are aggregated for credit calculation purposes. Credits do not carry over beyond 12 months.
Maintenance Windows
We schedule regular maintenance to ensure the security, stability, and performance of our services. Maintenance windows typically occur during low-traffic periods and are announced at least 48 hours in advance.
Standard Maintenance Windows:
- Monthly security updates: Third Tuesday of each month, within the 22:00–06:00 Eastern Time window
- Quarterly infrastructure upgrades: Announced 7 days in advance
- Emergency security patches: As needed, with maximum advance notice possible
During maintenance windows, you may experience brief service interruptions or reduced functionality. We strive to minimize impact by using rolling deployments, redundant systems, and careful change management processes.
If maintenance will exceed 30 minutes or significantly impact service availability, we will provide detailed advance notice including expected duration, affected services, and recommended actions. For major upgrades, we may offer alternative timing options upon request.
Status Page and Incident Communication
Our status page at status.sipstack.com is where we publish service status. It is public, requires no login, and shows the current status of each service component, any active incident, scheduled maintenance windows, and a rolling 90-day history. A machine-readable version is available at status.sipstack.com/status.json if you prefer to monitor it from your own tooling. Scheduled maintenance is published there in advance of the window, consistent with the notice periods described above. Unless stated otherwise, the status page is the channel for that advance notice.
We will also email your account's primary contact address in two cases: scheduled maintenance we expect to interrupt your service, and incidents we assess as having a material impact on your service. We do not send an email for every event published to the status page. If you would prefer to be notified of every published incident, email [email protected] and we will arrange to notify you directly.