Service-Level Agreement (SLA)

Our Service Commitment

M800’s carrier-grade infrastructure guarantees a 99.95% Service Level Agreement (SLA). Our proprietary technology means we have complete control over our service and the flexibility to adapt swiftly to third-party changes. For your business, this means high-performance connections, low latency, and exceptional voice quality. M800’s 99.95% annual uptime guarantee, combined with 24/7 real-time service delivery, monitoring, and support, empowers our clients to deploy genuinely global communications solutions.

SLA for maaiiConnect

Annual Uptime Guarantee  99.95%

Response Times
For Engage Pro and Business Plans

Severity Fault Level Response Time
Critical Within 1 hour (24x7)
Degraded Service Within 2 hours (24x7)
General Issue / Enquiry Within 3 business hours

Response Time
For Engage Essentials Plan

Severity Fault Level Response Time
General Issue / Enquiry
Within 1 business day 
* Critical – Means a complete loss of service or a significant feature that is completely unavailable
* Degraded Service – Means an intermittent issue and reduced quality of service
* General Issue / Enquiry – Includes product questions, feature requests / enquiry

SLA for IDD, Toll-free, and SMS

Definition of Severity Fault Level

Severity Fault Level Service Affected
Critical 100% service affected 
Major Over 50% service affected 
Minor Less than 50% service affected 

Response & Restoration Time of Different Fault Levels

Severity Fault Level Response Time*
Restoration Time*
Critical
Within 1 hour 
Within 4 hours
Major
Within 1 hour
Within 4 hours
Minor Within 2 hours
Within 12 hours
* Response time is defined as the period between the time at which a fault is reported to M800 fault report point, and the time at which M800 acknowledges the fault reported as valid.

* Restoration time is the period between the time at which M800 acknowledges the fault reported as valid within M800's network and starts troubleshooting, and the time at which M800 has cleared the fault and restored the service to the nominal performance level.

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