The Ahize Telekom service level agreement (SLA) is included as standard in all business plans. The values below are the commitments under the 2026 tariff.
Availability commitments
| Service | Monthly availability | Permitted monthly downtime |
|---|---|---|
| Cloud PBX | 99.99% | about 4 min 20 s |
| SIP trunk | 99.95% | about 21 min 54 s |
| Cloud contact centre | 99.95% | about 21 min 54 s |
Support response times
| Priority | Definition | First response | Resolution target |
|---|---|---|---|
| P1 - Critical | Service completely down | 15 minutes | 4 hours |
| P2 - High | Important function impaired | 1 hour | 8 hours |
| P3 - Normal | Limited impact or question | 4 hours | 2 working days |
Service credits
When the monthly availability target is missed, a service credit of between 5% and 30% of the monthly fee for the affected service is applied to the next invoice automatically. No claim is needed. Planned maintenance (at most 4 hours a month, with at least 5 days' notice) and customer-caused issues are excluded from the calculation.
Measurement
Availability is measured by our independent monitoring system using synthetic calls every 30 seconds; a monthly report can be downloaded from the customer portal.