​SERVICE LEVEL AGREEMENT (SLA)
SwitchBoard Cloud-Based SaaS Phone System
1. OVERVIEW
This SLA governs the use of the SwitchBoard cloud-based SaaS phone system ("Service") provided by STARTcloud, Inc. ("Provider") to its customers ("Customer").
2. SERVICE AVAILABILITY COMMITMENT
Provider commits to a Service Availability of 99.9% ("Service Level") during each calendar month of the subscription term.
3. EXCLUSIONS
The following are explicitly excluded from Service Availability calculations:
​​
a. Issues or outages attributable to Twilio, Inc. services, including but not limited to SIP phone trunk services and
number handling;
b. Public Internet connectivity issues between Customer and the Service, or between the Service and Twilio, Inc.;
c. Scheduled maintenance windows with at least 48-hour advance notice;
d. Emergency maintenance;
e. Force majeure events;
f. Customer's equipment, software, or connectivity issues.
4. SERVICE CREDIT CLAIMS
To be eligible for a Service Credit, Customer must:
​
a. Submit a claim within 48 hours of experiencing the service issue;
b. Include the source IP address of the affected workstation(s);
c. Provide an MTR report to the SwitchBoard server address using:
c.1. For Windows: WinMTR.
c.2. For Mac: MTR via Homebrew or PingDoctor from the Mac App Store.
d. Send the claim to Sales@SwitchBoard.cloud.
​5. SERVICE CREDITS
If Provider fails to meet the Service Level commitment and a valid claim is submitted:
​​
a. Customer will receive a Service Credit calculated as a percentage of the monthly service fees for the affected
Service;
b. Service Credits will be proportional to the duration and severity of the outage;
c. The maximum Service Credit issued for any monthly billing period will not exceed 100% of the total amount invoiced
and paid by Customer for that month;
d. Service Credits will be applied to future invoices only and have no cash value.
6. SOLE REMEDY
Service Credits constitute Customer's sole and exclusive remedy for any failure by Provider to meet the Service Level commitment outlined in this SLA.
© 2025 STARTcloud™, Inc. All rights reserved.