Service Level Agreement (SLA)
Service Level Agreement (SLA)
Effective Date: 16 May 2025
Company: Wanroi LTD
Service: Avid Call
This Service Level Agreement (“SLA”) outlines the service standards that Wanroi LTD commits to for users of the Avid Call platform. It covers uptime expectations, support availability, and procedures in the event of service disruptions.
This SLA applies to all business accounts unless otherwise specified in a separate written agreement.
1. Uptime Commitment
Wanroi LTD aims to provide high availability and reliability for the Avid Call service.
Guaranteed Uptime: We target 99.9% uptime per calendar month.
Measurement: Uptime is measured using our internal monitoring tools and applies to the core platform (excluding scheduled maintenance or force majeure events).
2. Scheduled Maintenance
We perform scheduled maintenance during off-peak hours, typically with 24-hour notice.
Such maintenance windows are excluded from monthly uptime calculations.
In urgent cases (e.g. security patches), we may conduct immediate maintenance with shorter notice.
3. Support & Response Times
Support Hours: Monday to Friday, 9:00 AM – 6:00 PM (UK time)
Support Email: info@wanroi.com
We aim to respond within the following timeframes:
| Priority Level | Response Time Target |
|---|---|
| Critical (Service Down) | Within 2 business hours |
| High (Major disruption) | Within 4 business hours |
| Normal (General issue) | Within 1 business day |
| Low (How-to/Info) | Within 2 business days |
4. Downtime & Service Disruptions
If Avid Call experiences unscheduled downtime that falls below the 99.9% monthly uptime threshold, the following compensation applies only to business subscribers:
| Uptime Level | Credit Issued |
|---|---|
| 99.0%–99.8% | 5% of monthly subscription fee |
| 95.0%–98.9% | 15% of monthly subscription fee |
| Below 95.0% | 30% of monthly subscription fee |
Credits are issued upon request and must be claimed within 7 days of the end of the affected month.
Credits are applied to the next billing cycle and are not redeemable for cash.
5. Exclusions
This SLA does not apply to issues caused by:
- Your internet connection or third-party software
- Failures outside Wanroi LTD’s control (e.g. upstream carrier outages, natural disasters)
- Misuse of the Avid Call service in violation of our Terms or Acceptable Use Policy
- Beta features or trial accounts
6. How to Claim SLA Credits
To request SLA credits, email us at info@wanroi.com with the following:
- Your business account name or email
- Date(s) and time(s) of the outage
- Description of the issue experienced
Our team will investigate and confirm eligibility within 5 business days.
7. Contact
For SLA or support inquiries:
Email info@wanroi.com
Address: Wanroi LTD, Sierra Quebec Bravo, 77 Marsh Wall, Canary Wharf, London E14 9SH