VoIP Hosted PBX Service Level Agreement
Crocker Telecommunications LLC and Crocker Communications, Inc. are committed to providing a reliable, high-quality service to support Clients using Crocker’s Hosted Private Branch Exchange (PBX) service. This Service Level Agreement (SLA) outlines the minimum service a Client may expect from Crocker for the contracted term of the service.
The following SLA represents Crocker’s sole responsibility and the Client’s sole remedy regarding Crocker’s Hosted PBX SLA and Voice Service Availability Guarantee.
Client shall mean a Crocker customer who has executed a binding agreement for Crocker’s Hosted PBX service, excluding any Client whose account is, or during the period in question, was not in good financial standing with Crocker, or is in violation of the terms and conditions or Crocker’s acceptable use policy outlined in Crocker’s Terms of Service.
The terms of this SLA take effect immediately upon the completion of the Crocker’s Commit Date for service activation. In the month when a Client’s Hosted PBX service is terminated, the Customer is not eligible to receive credits for Crocker not meeting its service commitments for that month. If the service is no longer under a term contract, the terms of this SLA no longer apply.
Premium, Standard or Basic Hosted PBX User Service Fee for a Client is the base monthly recurring fee paid by the Client for Hosted PBX phone extensions. Excluded fees consist of virtual phone extensions/voicemail, add-on cloud services, auto-attendants, or usage-based charges.
Scheduled Maintenance refers to normal maintenance scheduled for either preventative measures or the upgrade of Crocker’s data network, voice network, and servers used to deliver Hosted PBX to the Client. Crocker makes every effort to conduct Scheduled Maintenance during our normal monthly maintenance window of 12:01AM – 4:00AM EST on the first Thursday of each month. However, there may be occasions that Scheduled Maintenance may need to be conducted outside the normal monthly maintenance window. It is Crocker’s policy to notify clients with as much advanced notice as possible by broadcast message and/or posting on the maintenance log on crocker.com. Such effects related to Scheduled Maintenance shall not give rise to service credits outlined in this SLA.
Unscheduled Maintenance refers to urgent Crocker’s efforts to correct network conditions that are likely to cause service outages or severe network performance degradation impacting multiple Clients and requires immediate action. Unscheduled Maintenance may degrade the quality of service to include the possibility of outages. Crocker’s policy is to notify the Client with as much advance notice as possible under the circumstance by broadcast message and/or posting on the maintenance log on crocker.com prior to performing the maintenance. Such effects related to urgent Unscheduled Maintenance shall not give rise to service credits outlined in this SLA.
SERVICE LEVEL AGREEMENT
Voice Service Availability Guarantee:
A credit allowance will be given for interruptions in the Hosted PBX service preventing inbound or outbound calling on any or all phone extensions in excess of 30 minutes for each seat affected. The time attributed toward Voice Service Unavailability begins when the Trouble Ticket reporting the outage is opened by Client with Crocker Client Support and ends when the affected service is again operational. Two or more interruptions of 15-minutes or more during any one 24-hours period will be combined into one cumulative interruption.
Length of Interruption Credit Per Seat Affected
30 minutes to 1 hour 1 day
1 hour 1 minute to 24 hours 3 days
24 hours 1 minute or more 15 days
The Voice Service Availability guarantee is subject to the following limitations:
No credit allowance will be made for any interruption in service related to any of the following:
- Due to noncompliance with the provisions of Crocker’s Terms of Service (including its payment terms)
- Due to the failure of power at the Client premise
- Due to the failure of Client premise equipment (CPE) or other Hardware
- Due to the failure of equipment, systems, connections or services (including service interruption by Client’s Internet Service Provider)
- Due to circumstances or causes beyond the reasonable control of Crocker.
- During any period in which Crocker is not given full and free access to its facilities and equipment for the purposes of investigating and correcting interruptions
Inability to access the Web-based voice portal will not give rise to service credits outlined in this SLA
The amount of credit available per month is subject to a cap as described in this Agreement.
CREDIT AND PAYMENT PROCEDURE
To receive credit for the Voice Service Availability Guarantee, the Client must;
- Contact Crocker and open a trouble ticket within 5 days of an outage.
- Request credit in writing within 30 days of an event.
- Be in good financial standing with Crocker and must be compliant with the terms and conditions of Crocker’s Terms of Service. A Client’s failure to comply, including without limitation of failure to pay charges on a timely basis, will invalidate the Guarantees.
- Be in a term contract agreement with Crocker.
Credits are based on the Client’s Hosted PBX User Service Fee and may arise from multiple service guarantees outlined in this SLA. The total combined credits applied to the Client’s Hosted PBX will not exceed the Hosted PBX User Fee in any calendar month.
The Client will pay its entire service bill, and shall not offset any Service Credits it would anticipate receiving from Crocker. Client shall cooperate with Crocker in any Service Claim investigations.
For each cumulative hour of outage or fraction thereof in any calendar month, at Client’s request Client’s account shall be credited for the pro-rated charges for one day of the Crocker Hosted PBX User Monthly Service Fee for the service with respect to which a Voice Service Availability guarantee has not been met.
Service Credits delivered as remedies in conjunction with this SLA represent Crocker’s sole responsibility and the Client’s sole remedy related to Crocker’s Hosted PBX service.
Crocker reserves the right to change, amend, and/or revise this SLA policy at any time. Changes and/or revisions to the SLA will be deemed effective upon posting the applicable revision on Crocker’s website.