1. Overview & Scope
This SLA applies to all Vinix commercial accounts in good standing (i.e., accounts with no past-due invoices). It covers the following Vinix-managed service categories:
- Dedicated Fiber Internet: Symmetrical dedicated internet access services delivered over Vinix-owned or Vinix-managed fiber facilities directly to the customer premises.
- VoIP Business Phone / UCaaS: Hosted voice, auto-attendant, voicemail, UCaaS platform, and SIP trunking services provided over the Vinix core network.
- Contact Center Platform: Vinix-hosted cloud contact center services including ACD, IVR, and agent desktop applications.
This SLA does not apply to beta features, free trials, or services explicitly excluded from SLA coverage in your service order. Third-party integrations and customer-premise equipment (CPE) are outside the scope of this SLA.
2. Uptime Commitment
Vinix commits to the following monthly uptime targets:
| Service | Monthly Uptime Target | Max Allowable Downtime/Month |
|---|---|---|
| Dedicated Fiber Internet | 99.999% | ~26 seconds |
| VoIP / UCaaS Platform | 99.9% | ~43 minutes |
| Contact Center Platform | 99.9% | ~43 minutes |
| SIP Trunking | 99.9% | ~43 minutes |
Uptime is measured on a calendar month basis. “Downtime” means the total accumulated minutes during a calendar month in which the covered service is completely unavailable, as measured by Vinix’s internal monitoring systems and confirmed by Vinix’s network operations center (NOC).
Partial degradation of service (e.g., increased latency, reduced call quality, packet loss above threshold) that does not constitute a complete outage is addressed through our incident response process but does not accrue against the uptime calculation unless the degradation prevents normal use of the service.
3. Uptime Calculation
Monthly uptime percentage is calculated using the following formula:
Uptime % = ((Total Minutes in Month − Downtime Minutes) / Total Minutes in Month) × 100
For example, in a 30-day month (43,200 total minutes):
- 99.999% = maximum 0.432 minutes (~26 seconds) of downtime
- 99.9% = maximum 43.2 minutes of downtime
- 99.5% = maximum 216 minutes (3.6 hours) of downtime
Downtime is measured from the time Vinix’s monitoring systems confirm service unavailability, or the time of the customer’s initial trouble ticket (whichever is earlier), to the time service is restored and confirmed by Vinix monitoring.
4. Scheduled Maintenance
Scheduled maintenance windows that cause service interruptions are excluded from uptime calculations, provided that:
- Vinix provides at least 72 hours’ advance notice to affected customers via email to the account administrator and/or a notice posted to the Vinix status page (status.vinixglobal.com).
- Scheduled maintenance is conducted during low-traffic windows (typically between 1:00 AM and 5:00 AM local time in the primary service timezone), unless an emergency patch requires off-window deployment.
- Emergency maintenance required to address active security vulnerabilities or critical instability may be performed with shorter notice. Vinix will provide as much notice as practicable under the circumstances.
Maintenance windows typically do not exceed 4 hours. Any maintenance that exceeds the scheduled window and extends beyond 4 hours will be reclassified as an unplanned outage for SLA purposes for the excess duration.
5. Incident Response Times
Vinix classifies service incidents by severity and commits to the following response and resolution targets:
| Priority | Description | Acknowledgment | Resolution Target |
|---|---|---|---|
| P1 Critical | Complete service outage; all users unable to make/receive calls or access platform | 15 minutes | 4 hours |
| P2 High | Major degradation; significant portion of users impacted or core features unavailable | 30 minutes | 8 hours |
| P3 Medium | Partial impact; some users affected or non-critical features unavailable; workaround available | 2 hours | 24 hours |
| P4 Low | Minor issue; cosmetic defect, documentation error, or feature request with no service impact | 4 hours | 72 hours |
“Acknowledgment” means a Vinix support engineer has reviewed the ticket, confirmed the issue, assigned it to the appropriate team, and communicated a status update to the customer. “Resolution target” is a target, not a guarantee; complex infrastructure issues may take longer to resolve, particularly when third-party vendors or upstream carriers are involved.
P1 and P2 incidents trigger 24/7 on-call escalation to Vinix’s senior network engineers and, if applicable, the VP of Engineering. Customers with active P1 incidents will receive status updates at least every 30 minutes.
6. Service Credits
If Vinix fails to meet the monthly uptime target for a covered service, the affected customer is eligible for a service credit applied to their next invoice:
| Actual Monthly Uptime | Credit (% of Monthly Fee for Affected Service) |
|---|---|
| 99.9% – 99.999% (target met) | No credit |
| 99.8% – <99.9% (0.1% below target) | 10% |
| 99.7% – <99.8% (0.2% below target) | 20% |
| 99.6% – <99.7% (0.3% below target) | 30% |
| 99.5% – <99.6% (0.4% below target) | 40% |
| <99.5% (0.5% or more below target) | 50% (maximum) |
The credit schedule above applies to VoIP/UCaaS services with a 99.9% target. For Dedicated Fiber Internet with a 99.999% target, each 0.001% below target (approximately 26 seconds of downtime) accrues a 10% credit, up to a maximum of 50%.
Service credits are calculated as a percentage of the monthly recurring charges for the specific affected service (not the total account invoice). Credits are applied to your next invoice and have no cash value. The maximum credit for any single calendar month is 50% of the monthly recurring charges for the affected service. Service credits are your sole and exclusive remedy for Vinix’s failure to meet the uptime commitments in this SLA.
7. Credit Request Process
To receive a service credit, you must submit a credit request within 30 days of the end of the calendar month in which the SLA breach occurred. Credit requests submitted after 30 days will not be processed.
To submit a credit request:
- Open a support ticket at the Vinix portal or email [email protected].
- Include the subject line: “SLA Credit Request — [Month/Year]”.
- Provide the incident date(s) and times, the affected services, and any incident ticket numbers.
- Vinix will review the request against our internal monitoring data within 10 business days.
- If the credit is approved, it will be applied to your next invoice. If denied, Vinix will provide a written explanation.
Note: Vinix may proactively apply credits for documented outages without requiring a formal request. However, proactive crediting does not waive your right to submit a formal credit request if you believe the automatic credit was insufficient.
8. Exclusions
The following events are excluded from uptime calculations and do not give rise to service credit eligibility:
- Customer-caused outages: Service disruptions caused by customer actions, including misconfiguration of customer-premise equipment (CPE), SIP device misconfiguration, changes to customer firewall rules that block VoIP traffic, or exceeding agreed bandwidth thresholds.
- Force majeure: Events beyond Vinix’s reasonable control, including natural disasters, acts of war or terrorism, civil unrest, pandemic, widespread power grid failures, and other extraordinary events.
- Scheduled maintenance: As described in Section 4, provided that 72-hour advance notice was given.
- Third-party ISP issues: For VoIP and UCaaS services, outages caused by the customer’s own internet service provider (ISP) are outside Vinix’s control and are excluded. Vinix’s uptime commitment assumes that the customer has adequate and reliable internet connectivity to the Vinix platform.
- PSTN / upstream carrier issues: Service degradation caused by public switched telephone network (PSTN) failures, upstream carrier outages, or regulatory-mandated interruptions beyond Vinix’s control.
- Security incidents caused by customer: Disruptions resulting from toll fraud, DDoS attacks, or other security incidents attributable to customer accounts or customer-premise equipment.
- Accounts not in good standing: Accounts with past-due invoices are not eligible for SLA credits.
9. Contact
For service issues, to open a support ticket, or to submit an SLA credit request:
Vinix Global NOC & Support
Email: [email protected]
Phone: 1-855-GO-VINIX (24/7 for P1/P2 incidents)
Status Page: status.vinixglobal.com