Service Level Agreement
CloudVNO's uptime guarantees, credit schedule, and support commitments.
Last updated: March 1, 2026
Uptime Commitment
CloudVNO commits to the following monthly uptime for production services:
| Service | Monthly Uptime Target |
|---|---|
| SMS API | 99.99% |
| Voice API | 99.99% |
| Phone Verification API | 99.9% |
| Number Intelligence API | 99.9% |
| Phone Number Provisioning | 99.9% |
| AI Voice Infrastructure | 99.99% |
| RCS Messaging API | 99.5% |
Downtime Definition
"Downtime" means the total accumulated minutes in a calendar month during which the applicable service is unavailable, excluding:
- Scheduled maintenance (announced 48+ hours in advance)
- Customer-caused issues (incorrect API usage, exceeded rate limits)
- Third-party carrier outages beyond CloudVNO's control
- Force majeure events
Credit Schedule
If monthly uptime falls below the targets above, customers may request service credits:
| Monthly Uptime | Credit |
|---|---|
| 99.0% – 99.99% | 10% of monthly spend |
| 95.0% – 98.9% | 25% of monthly spend |
| Below 95.0% | 50% of monthly spend |
Credits are applied to future invoices and are not redeemable for cash. Credits are the sole remedy for uptime failures.
Credit Request Process
Submit credit requests to sla@cloudvno.com within 30 days of the incident, including:
- Account email
- Description of the outage experienced
- Affected service and time period
- Supporting logs or API error responses
Support Tiers
| Tier | Included | Response Time |
|---|---|---|
| Developer (Free) | Email support | 3 business days |
| Growth | Email + chat | 1 business day |
| Enterprise | Dedicated TAM, phone | 4 hours (P1: 1 hour) |
Scheduled Maintenance
Scheduled maintenance is performed during low-traffic windows (typically 02:00–06:00 UTC on weekdays). We publish maintenance notices at status.cloudvno.com at least 48 hours in advance.
Contact
sla@cloudvno.com for SLA credits and escalations status.cloudvno.com for real-time service status