What Service-Level Agreement (SLA) does MyOperator guarantee for uptime, support response times, and escalations?
Quick answer
- MyOperator guarantees 99% service uptime (≤ 20 self-test failures per month).
- Support acknowledges incidents within 2–8 business hours and targets a workaround or resolution within 4–24 business hours, depending on severity.
- A tiered three-level escalation matrix (Support → Level 1 → Level 2) is available if targets are missed.
- Monthly rental refunds of 5%–100% apply when uptime falls below the 99% target.
When should I use this guide?
Consult this FAQ if you need the authoritative SLA details for contracts, audits, or to know exactly when—and to whom—you can escalate unresolved MyOperator issues.
1 — Key terms & definitions
Term | Meaning |
|---|---|
Client | Any paid subscriber to MyOperator services |
MyOperator | VoiceTree Technologies Pvt Ltd, 1st Floor, 35 Ramkumar Marg, New Delhi 110055 |
Customer Support | Assistance MyOperator provides to help Clients resolve service issues |
Service | Any MyOperator offering listed on www.myoperator.co |
Incident | Events or circumstances that breach, or risk breaching, a Service Level |
2 — General SLA terms & conditions
- These Service Levels apply for the entire initial subscription term. Renewals inherit the SLA that is current on the renewal date.
- MyOperator alone classifies each Incident according to the severity definitions in Section 5.
- If response or resolution targets are missed, Clients may invoke the escalation matrix in Section 8.
- Points not covered here fall under MyOperator’s General Terms of Service, Privacy Policy, and other governing documents.
3 — SLA exclusions (when the SLA does NOT apply)
The stated Service Levels do not cover performance or availability issues:
- Caused by the acts or omissions of the Client, its users, agents, or contractors.
- Originating from third-party hardware or software.
- Attributable to Telecom Service Providers or Internet Service Providers whose infrastructure MyOperator relies on.
- Resulting from factors outside MyOperator’s reasonable control (force-majeure events).
- Affecting services other than those expressly covered by this SLA.
4 — Customer support channels
Channel | How to register an Incident |
|---|---|
Phone / Helpdesk |
A valid Incident must be logged via one of the above channels before response-time clocks start.
5 — Incident severity levels
Severity | Name |
|---|---|
1 – Normal | Business-operation issues (e.g., reconciliations, logs) |
2 – Minimal | Non-disabling or cosmetic errors; service is inaccessible only for a specific user |
3 – Severe | Major functions impaired, but workaround available (e.g., slow server response) |
4 – Fatal | Service unusable; no useful work possible (e.g., server inaccessible) |
6 — Response & resolution timelines
Severity | Acknowledge time | Work-around target | Permanent fix target |
|---|---|---|---|
1 – Normal | 8 business hours | 24 business hours | 96 business hours |
2 – Minimal | 4 business hours | 16 business hours | 72 business hours |
3 – Severe | 3 business hours | 8 business hours | 48 business hours |
4 – Fatal | 2 business hours | 4 business hours | 24 business hours |
Technical Support works continuously until resolution and provides periodic status updates by email or phone.
7 — Uptime guarantee & penalty credits
- Uptime target: 99% per calendar month.
- Measurement: Automated self-tests run every 20 minutes (72 checks/day). Each failed check counts as one Incident. ≤ 20 Incidents/month = 99% uptime.
- Scheduled downtime:
- Max 2 events per 2 weeks, ≤ 2 hours each
- Always planned during non-working hours and communicated in advance
Monthly rental refund matrix
Monthly Incidents | Refund of Monthly Rental |
|---|---|
0 – 20 | 0% |
21 – 40 | 5% |
41 – 200 | 10% |
201 – 600 | 50% |
601+ | 100% |
8 — Escalation matrix
Tier | Contact point | Contact details | When to use |
|---|---|---|---|
1 | Customer Support | Phone: +91 81029 81029; Email: support@myoperator.com | First report or follow-up |
2 | Level 1 Escalation | If the Tier 1 response is delayed or the solution is unsatisfactory | |
3 | Level 2 Escalation | Escalation Form (ticket ID from Tier 2 required) | High-impact or unresolved issues needing senior attention |
Keywords: MyOperator SLA, uptime guarantee 99%, support response times, incident severity, escalation matrix, penalty refund, service availability
Updated on: 02/12/2025