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# What Service-Level Agreement (SLA) does MyOperator guarantee for uptime, support response times, and escalations?

| Tip
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.

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## 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](https://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.

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## 3 — SLA exclusions (when the SLA does NOT apply)

The stated Service Levels do not cover performance or availability issues:

1. Caused by the acts or omissions of the Client, its users, agents, or contractors.
2. Originating from third-party hardware or software.
3. Attributable to Telecom Service Providers or Internet Service Providers whose infrastructure MyOperator relies on.
4. Resulting from factors outside MyOperator’s reasonable control (force-majeure events).
5. Affecting services other than those expressly covered by this SLA.

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## 4 — Customer support channels

| Channel | How to register an Incident |
| --- | --- |
| Email | [support@myoperator.com](mailto:support@myoperator.com) |
| Phone / Helpdesk | +91 92129 92129 |

A valid Incident must be logged via one of the above channels before response-time clocks start.

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## 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.

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## 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% |

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## 8 — Escalation matrix

| Tier | Contact point | Contact details | When to use |
| --- | --- | --- | --- |
| 1 | Customer Support | Phone: +91 81029 81029; Email: [support@myoperator.com](mailto:support@myoperator.com) | First report or follow-up |
| 2 | Level 1 Escalation | [escalation@myoperator.com](mailto:escalation@myoperator.com) | 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 |

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