Last updated: December 1, 2025
TelcommHub guarantees a 99.99% monthly continuous uptime for our core SIP routing and Cloud PBX infrastructure. This translates to no more than 4.38 minutes of acceptable downtime per month.
If we fail to meet the 99.99% uptime guarantee, customers on the Growth and Enterprise tiers are eligible for service credits. Downtime between 99.9% and 99.98% warrants a 10% credit, while uptime below 99.9% warrants a 30% credit for the affected month.
Downtime calculations do not include scheduled maintenance windows, acts of God (force majeure), third-party ISP outages affecting the customer's local network, or routing drops caused by misconfigured client hardware.
Enterprise tier customers possess a guaranteed first-response SLA of under 15 minutes for critical routing failures (Severity 1). Regular support inquiries are handled within our standard 24-hour response window.