Service-Level Agreement (SLA)
Our Service Commitment
maaiiconnect’s carrier-grade contractual Service Level Agreement (SLA) assures an annual uptime of 99.95% with real-time service delivery, monitoring, and support 24 hours a day, 365 days a year. High-performance connections and availability are achieved through our globally-distributed IP network comprising strategically positioned points of presence (PoPs) and direct interconnections with over 160 tier-1 telecom carriers and mobile operators worldwide.
99.95%
Annual Uptime Guarantee
SLA for maaiiconnect
Response time for LITE, PRO, and BUSINESS plans*
| Fault Severity Level | Response Time |
| Critical | Within 1 hour (24x7) |
| Degraded Service | Within 2 hours (24x7) |
| General Issue / Enquiry | Within 3 business hours |
Response time for Essentials plan
| Fault Severity Level | Response Time |
| General Issue / Enquiry | Within 1 business day |
For Enterprise plan, SLA can be modified in relation to specific customer requirements.
Definition of Fault Severity Level:
* Critical: A complete loss of service or a significant feature rendered completely unavailable.
* Degraded Service: An intermittent issue or reduced quality of service.
* General Issue / Enquiry: General questions and requests on product and features.
SLA for Toll-free, Local Numbers, IDD, SMS
Definition of Fault Severity Level
| Fault Severity Level | Service Affected |
| Critical | 100% of service affected |
| Major | Over 50% of service affected |
| Minor | Less than 50% of service affected |
Response & Restoration Time of Different Fault Levels
| Fault Severity Level | Response Time* | Restoration Time* |
| Critical | Within 1 hour | Within 4 hours |
| Major | Within 1 hour | Within 8 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’s fault report point, and the time at which M800 acknowledges the fault reported as valid.
* Restoration time is defined as the period between the time at which M800 acknowledges the fault reported as valid within M800's network (and begins the troubleshooting process), and the time at which M800 has cleared the fault and restored the service to the nominal performance level.
What’s included in the Essentials Plan
- Web Widget
- Voice & Video Calls*
- Chat & Group Space
- Insights
*This feature only supports the maaiiconnect calls.