Numeric targets below are TBD. The structure (plans, severities, credit mechanics) is stable. The uptime percentages, credit tiers, and response-time numbers will be filled in once the source document is finalised — they currently read “TBD” or “TBD %”.
1. Scope
This SLA applies to the cloud communications services MCM provides under the Master Service Agreement — voice, messaging, recordings, AI features, supervisor tools, and the customer console. Beta features and add-ons are excluded unless their order form says otherwise.
2. Definitions
Uptime
Time in a calendar month the services are available, divided by total time in the month.
Downtime
A confirmed period during which a core service is unavailable to a material portion of customers.
Core service
Inbound and outbound voice, SMS dispatch, console login, API ingress.
Service credit
A percentage refund of the affected month's recurring fees, applied to the next invoice.
3. Availability commitment
MCM commits to the following monthly uptime by plan. Numbers below are placeholders.
| Plan | Monthly uptime | Measurement window |
|---|---|---|
| Basic | TBD % | Calendar month |
| Premium | TBD % | Calendar month |
| Enterprise | TBD % | Calendar month |
4. Measurement
Uptime is measured at the platform edge across all regions a customer is provisioned in. We use synthetic checks plus customer-reported incidents validated against our monitoring data. Maintenance windows announced ≥ 72 hours in advance do not count toward downtime.
5. Service credits
When monthly uptime falls below the target, the customer may claim a service credit at the tier indicated below.
Uptime Below TBD % but ≥ TBD %
→ TBD % of monthly fees
Uptime Below TBD % but ≥ TBD %
→ TBD % of monthly fees
Uptime Below TBD %
→ TBD % of monthly fees
Service credits are the customer's sole and exclusive remedy for SLA misses and cap at 100% of the affected month's recurring fees.
6. Support response times
The first-response targets below apply to support tickets submitted through the supported channel for the customer's plan.
S1 — Critical
TBD minutesTotal outage or material data-loss risk affecting production.
S2 — High
TBD hoursMajor feature unavailable; significant business impact, workaround exists.
S3 — Normal
TBD hoursPartial functionality affected or moderate impact.
S4 — Low
TBD business daysCosmetic issue, question, or feature request.
7. Exclusions
The following events do not count toward downtime and do not entitle the customer to a service credit:
- Scheduled maintenance announced at least 72 hours in advance.
- Emergency maintenance to address an active security issue.
- Force majeure — natural disasters, war, regulatory action.
- Issues caused by the customer's misconfiguration or non-compliant use.
- Failures of third-party networks or carriers outside MCM's control.
- DDoS or other malicious traffic targeting the customer's tenant.
- Beta features clearly labelled as such in product.
8. Claim process
To claim a credit, submit a ticket within 30 days of the end of the affected month including:
- The dates and times of the impacted periods.
- The affected service (voice, SMS, console, API).
- Any internal monitoring data or incident IDs that corroborate impact.
MCM will validate the claim against our monitoring data and apply any approved credit to the next invoice within 30 days.
9. Plan-specific commitments
| Plan | Uptime | Response model | Channels | Reviews |
|---|---|---|---|---|
| Basic | TBD % | Email only | Web portal, knowledge base | Self-serve |
| Premium | TBD % | Email + chat | Web portal, live chat, KB | Quarterly success review |
| Enterprise | TBD % | 24×7 phone + email + chat | Web portal, live chat, phone, dedicated Slack | Monthly success review + named CSM |
10. Contact
Support: support@mycountrymobile.com · Status: /security/