This Service Level Agreement (SLA) outlines the expectations and commitments between Telxi and its customers regarding service quality.
Telxi is committed to maintaining high network and system quality and will make reasonable efforts to ensure that the quality of service provided meets industry standards, government regulations, and best business practices. However, this SLA does not cover outages caused by events outside of Telxi’s control, including customer-provided systems and hardware.
Changes to Service Level Agreement
This SLA can only be changed by Telxi and is subject to amendment at any time. Customers will be bound by any changes once they are posted on the Telxi website.
Service Availability Guarantee
An interruption period starts when a customer reports a service interruption by opening a trouble ticket and notifying Telxi of an outage. The interruption period ends when the service is restored to normal operation.
Telxi will issue a credit allowance for interruptions that result in a complete loss of service and last for more than 30 minutes, where inbound or outbound calling is affected by network elements directly under Telxi’s control.
Credit / Total Outage Time
- (1) One Day / 30 – 59 Minutes
- (2) Two Days / 60 Minutes to 23 Hours + 59 Minutes
- (7) Seven Days / 24 Hours +
Credit Balance and Payment Process
Customers must request a credit by email within 15 business days following an outage. Credit allowances apply only to the affected portion of the service and will not be issued for the usage-sensitive part of the service. Credits are only available to customers who are in good financial standing and comply with Telxi’s Terms of Service. Telxi will investigate any outage, and the customer must fully cooperate with the Telxi Support Team during the investigation. Telxi will apply any earned credits within three billing cycles after verifying the outage.
Customers can report service interruptions by submitting a support ticket via telephone or email using the contact information on the Telxi website.
Support During a System Outage
Telxi provides 24x7x365 support during system outages, with a maximum four-hour initial response time from the time a customer submits a trouble ticket. Hold times may be longer than usual during an outage. Customers can find updates on the status of an outage on the Telxi website at status.Telxi.com.
Credits applied to any billing period for outages cannot exceed the total monthly or weekly recurring charges (based on the customer’s billing cycle). Credits and non-cash remedies provided in this SLA are the customer’s only remedy for outages, and Telxi’s liability is limited to these credits. An outage does not constitute a breach of the contract for services in the customer agreement.
Telxi is not responsible for service interruptions caused by planned network outages, customer behavior, customer-provided equipment or facilities, acts of God, terrorism, or any other situation outside Telxi’s reasonable control. Customers are responsible for maintaining and supporting their own equipment, vendor products, and services. Telxi cannot repair outages caused by failures in customer-supplied infrastructure, including internet connectivity, hardware, software, and the premises wiring.
Customer Provided Infrastructure
To ensure that Telxi can provide reliable service, it’s essential that the customer’s infrastructure is up-to-date and functioning properly. Telxi cannot guarantee its services if there are issues with the customer’s internet connectivity, hardware, software, or premises wiring. In the event of an outage caused by any customer-supplied equipment or services, Telxi cannot be held responsible and will not repair the issue. Similarly, Telxi cannot be held responsible for any service disruptions or outages caused by network components outside of their control. Ultimately, it is the customer’s responsibility to maintain and support their own equipment and any third-party products or services that may impact Telxi’s ability to provide reliable service.