Service Level Agreement (SLA)
Effective 10 May 2026.
Silux Call publishes specific availability and support targets. Credits are calculated against the monthly subscription fee.
Availability targets
| Tier | Voice path | Dashboard / API |
|---|---|---|
| Free / Pay&Go | 99.5% | 99.0% |
| Lite / Plus | 99.9% | 99.9% |
| Pro | 99.95% | 99.9% |
| Enterprise | 99.99% | 99.95% |
Definitions
Voice unavailability: inability to register a SIP endpoint or place / receive a call for > 60 seconds, attributable to Silux infrastructure, not the tenant's WAN, customer device, or upstream PSTN carrier.
Dashboard unavailability: HTTP 5xx or timeout from api.siluxcall.co.uk for > 60 seconds.
Scheduled maintenance
Up to 4 hours per month, announced ≥ 7 days in advance, between 23:00 and 04:00 UK time. Excluded from availability calculation.
Credits
Credits apply against your next invoice. Tenant must request within 30 days of incident.
| Achieved availability | Credit |
|---|---|
| 99.0% – < target | 10% |
| 97.0% – 99.0% | 25% |
| < 97.0% | 50% |
Incident response
- P1 (full outage): respond ≤ 15 min, resolve ≤ 4 h.
- P2 (degraded): respond ≤ 1 h, resolve ≤ 12 h.
- P3: respond ≤ 8 h.
Status page: status.siluxcall.co.uk.
Silux Telecom Ltd is a company registered in England & Wales. UK GDPR / Data Protection Act 2018 controller: Silux Telecom Ltd. ICO registration: pending.