Service Level Agreement (SLA)


Service Level Agreement (SLA)

TCD Connect Pvt Ltd (The Cloud Dial)
Effective Date: [Insert Date]






1. Service Availability

We strive to maintain the following uptime standards for our services, excluding scheduled maintenance and uncontrollable circumstances:

ServiceTarget UptimeCloud PBX / SIP Services99.9%Diallytics Platform99.9%API Access99.5%Call Recording Storage99.9%



2. Support Response Time

Priority LevelDescriptionInitial Response TimeP1 – CriticalTotal service outage / calls not routingWithin 1 hourP2 – HighService degradation (e.g., audio issues, drops)Within 4 hoursP3 – MediumFeature not working / user-specific bugsWithin 8 hoursP4 – LowInformational queries / minor glitchesWithin 24 hours

Support Availability:

  • Standard: Monday–Saturday, 9:00 AM – 9:00 PM IST

  • Emergency (P1): 24/7 Coverage



3. Maintenance Policy

  • Scheduled maintenance is communicated at least 24 hours in advance via email or platform notifications.

  • Maintenance is planned during off-peak hours (typically 11:00 PM – 5:00 AM IST).



4. Exclusions

This SLA does not apply to service interruptions caused by:

  • User-side issues (hardware, software, internet, firewalls).

  • Third-party dependencies.

  • Force majeure events (natural disasters, government actions, etc.).

  • Scheduled maintenance with prior notice.