Service Level Agreement (SLA)
Our contractual uptime commitment, voice audio quality guarantees, incident classification matrix, and financial service credits for enterprise telephony customers.
Service Availability Commitment
7Silicon Group guarantees that our core cloud telephony switching platform, SIP proxy cluster, DID call routing engines, and voice synthesis pipelines will achieve a Monthly Uptime Percentage of not less than 99.98% during any given calendar month.
Uptime is calculated as: Total Operational Minutes / (Total Minutes in Month - Scheduled Maintenance Minutes) × 100%.
Voice Quality & Telephony Benchmarks
We continuously measure Real-time Transport Protocol (RTP) packet telemetry across all active virtual numbers and carrier interconnect points:
| Performance Metric | Target Standard | Carrier Measurement Method |
|---|---|---|
| Mean Opinion Score (MOS) | ≥ 4.2 (G.711 / Opus) | PESQ / POLQA voice clarity algorithms |
| Packet Loss Ratio | < 0.5% | RTP sequence loss analysis |
| Jitter Buffer Latency | < 20 ms | Inter-arrival packet dispersion |
| AI Voice Speech Turnaround | < 450 ms (median) | User speech end to first synthetic audio byte |
Incident Severity & Response Matrix
Total failure of inbound/outbound call signaling across multiple virtual numbers or primary SIP trunk disconnection affecting all live channels.
Partial service disruption, elevated latency (>800ms) on speech synthesis, or degraded ASR recognition without total call failure.
Configuration questions, DLT header registration status, analytics discrepancy, or voice prompt adjustments.
Financial Service Credits
If 7Silicon Group fails to meet the guaranteed monthly uptime, eligible enterprise customers may claim the following service credits applied to their subsequent billing invoice:
| Monthly Uptime Percentage | Service Credit Percentage |
|---|---|
| < 99.98% to ≥ 99.50% | 10% credit of monthly recurring channel fee |
| < 99.50% to ≥ 99.00% | 25% credit of monthly recurring channel fee |
| < 99.00% | 50% credit of monthly recurring channel fee |
Credit claims must be submitted within thirty (30) days following the calendar month in which the outage occurred.
SLA Exclusions
Uptime calculations exclude downtime resulting from:
- Scheduled emergency network maintenance with at least 48 hours prior notification.
- Downtime caused by downstream customer IP-PBX, local ISP fiber cuts, or customer network misconfigurations.
- PSTN carrier-wide fiber cuts or national telecom grid failures beyond 7Silicon Group's direct control.
- Suspension of service due to unpaid invoices or TRAI regulatory enforcement actions.