SLA




SERVICE LEVEL AGREEMENT


Please read below to learn more about our Voice and VOIP Service Level Agreements. CFBTel is dedicated to providing the best possible service to our clients with a minimal amount of disruption.


Interruption Period

CFBTEL service is interrupted when it becomes unusable to the Customer because of failure of the CFBTEL network or facility component used to provide service under this agreement. An interruption period begins when an inoperative service is reported to CFBTEL and the serviceis released for testing and repair and ends when the service is operative.



Service Credit Claims

The customer must initiate the service credit claim within 30 business days after the end of the month during or for which the event occurred. CFBTEL will take all measures it deems appropriate to investigate reported failures. In no event shall the combined credits for the guarantees listed above, separately or combined with any other service credit claims against CFBTEL, exceed in any month the total monthly recurring charge owed by the customer for the service in that month.



Claim Limitations

No more than one service credit allowance shall be provided to a customer for an outage or interruption in service from a single or the same occurrence.No credit allowance for service interruptions will be made under the following circumstances: interruptions caused by the negligence of a customer, interruptions due to failure of equipment or systems provided by customer or others, or interruptions of a service during any period in which CFBTel does not have access to the premises where the service is located.



Further Limitations

There will be no credit allowance for interruptions of service when the customer elects not to release the service for testing and or repair and continues to use it on an impaired basis or interruptions caused by or related to labor difficulties, governmental orders, civil commotions, acts of terrorism, criminal actions taken against CFBTEL, acts of God and other circumstances beyond CFBTEL’s reasonable control.



Planned Interruptions

There will be no credit allowance for interruptions of service that are planned interruptions. A planned service interruption is a service interruption that is required to facilitate network maintenance or upgrades. CFBTEL shall use reasonable efforts to notify the customer one week in advance when a planned service interruption is scheduled to take place. In the event an emergency should arise, CFBTEL will attempt to notify the customer of a planned service interruption as far in advance as possible.



Our Guarantee

CFBTEL is committed to providing its customers with the highest quality voice, integrated and data services. As a result, CFBTEL will guarantee Voice & VoIP service levels, for the following categories, if applicable to services purchased: VOIP Availability Guarantee, Mean Time to Repair (MTTR) Guarantee.



Voice Services

Guarantees for Voice Services

CFBTel is dedicated to providing the best possible service to our clients with a minimal amount of disruption.

Network Availability

  • Remedy
  • Time Interval
  • Remedy
  • MTTR

Guarantees for VOIP Services

  • VOIP & Voice Business Lines
  • 99.999% CFBTel Core Network
  • Calendar Month
  • 4 hour Local Access Circuit

Choose the Solution That’s Right for Your Business

Small Business

(1 - 49 Users)

Mid-Sized Business

(1 - 499 Users)

Enterprised Business

(+500 Users)




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