---
title: "Service Level Agreement"
slug: "service-level-agreement"
updated: 2025-12-22T23:02:15Z
published: 2025-12-22T23:02:15Z
canonical: "docs.natterbox.com/service-level-agreement"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://docs.natterbox.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Service Level Agreement

1. **Client Support** Client may contact Natterbox for support with an issue regarding the Services or Hardware via email, telephone or online as outlined here: [https://www.natterbox.com/contact](https://www.natterbox.com/contact)
2. **Tickets** Natterbox will record such Client enquiries (a “Ticket”) in a ticket tracking system and assign a client reference number (“CRN”) to the Ticket. Client must quote the CRN in all future correspondence with Natterbox. For example, if Client is enquiring regarding a Ticket with a CRN of 76, Client must reference “CRN: 76” in the subject line of the correspondence.
3. **Ticket Categories** Upon the logging of a Ticket, Natterbox will assign each Ticket one of the categories in Table A-1 below depending on Natterbox's assessment of the severity of the Ticket:

| TABLE A-1 |
| --- |
| Category | Description | Example |
| Critical | 100% of Natterbox Services fail | Inability to make or receive calls within a Site, call quality issues making calls impossible to complete, inability to access management portal. |
| Major | Negative System performance affecting 51% or more Users | Call quality issues that make calls difficult to carry out or calls cut out on a regular basis. |
| Medium | Failure of one or more System functions, making use of the System difficult | Service running/operational but less than full capacity, occasional call quality issues, a small percentage of devices are unable to connect, failure of a specific policy component and inability to access a voice recording. |
| Low | A problem outside of the expected Service operation but causes only minor inconvenience to the User | Requests for information, service requests or requests for Enhancements. |
4. **Target Response Times** The times listed in Table A-2 below are target times for Natterbox to respond to or provide a Workaround for a Ticket. Note that Target Response and Workaround Times are to be taken within the context of the Support Cover period.

| TABLE A-2 |
| --- |
| Category | Support Cover Period | Target Response Time | Target Workaround Time |
| Critical | 24/7 via Web | Within 15 minutes | Less than 6 hours |
| Major | 24/7 via Web | Less than 1 hour | Less than 8 hours |
| Medium | Working Hours | Less than 6 Working Hours | Less than 5 Business Days |
| Low | Working Hours | Less than 24 Working Hours | Less than 7 Business Days |
5. **Escalation** In the event that a Workaround is not provided within the Target Workaround Time, then the escalation timings listed in Table A-3 below shall apply. “Escalation” means that Client may request access to a Natterbox Support Manager and then a Natterbox Director or Executive member in relation to a Workaround

| TABLE A-3 |
| --- |
| Category | Support Manager | Director |
| Critical | 4 Hours | 8 Hours |
| Major | 6 Hours | 12 Hours |
| Medium | 2 Business Days | 5 Business Days |
| Low | Not applicable | Not applicable |
6. **Service Level Exceptions**
  1. Due to the nature of the Services provided, Natterbox strongly recommends Client purchase and implement only supported hardware, services and recommended configurations as outlined in the Technical Prerequisites documents found here:

[h](https://docs.natterbox.com/docs/technical-prerequisites)[ttps://docs.natterbox.com/docs/technical-prerequisites](https://docs.natterbox.com/docs/technical-prerequisites)
  2. Where Client has chosen to utilise third-party variants or configurations to access or in connection with its use of the Natterbox Services, Natterbox is not obligated to provide Support Services (and the SLA governing Support Services shall not apply) for those specific third-party services or unsupported hardware. This includes, but is not limited to:
    1. Sites that have chosen to utilise third-party IP Interconnects to carry voice, where issues relating to call quality are being experienced and are shown to be external to the Natterbox Services, for example, Internet disruption, congestion, etc
    2. Issues related to the use of telephones and softphones that are not listed in the “Supported Hardware” article found here: [https://docs.natterbox.com/docs/supported-hardware](https://docs.natterbox.com/docs/supported-hardware)
    3. Call quality or call setup issues from calls made from mobile data or WIFI Hotspots.
    4. Sites that have not been configured in accordance with the Technical Prerequisites documents found here: [https://docs.natterbox.com/docs/technical-prerequisites](https://docs.natterbox.com/docs/technical-prerequisites)
  3. The target Availability (as defined below) for the Natterbox platform (defined as Natterbox's proprietary software platform used by Natterbox to provide the Natterbox Services – the 'Natterbox Platform') is 99.999% measured over a calendar month, excluding any period when the Natterbox Platform is not available as a consequence of:
    1. circumstances beyond the reasonable control of Natterbox
    2. scheduled maintenance undertaken by Natterbox where the Client has been notified in accordance with the published policy, which is updated from time to time
    3. any failure of Client’s applications, equipment or internet connection
    4. inbound carrier issues
    5. any acts or omissions of any Client Service Providers
    6. the degraded performance or unavailability of Salesforce
    7. any failure of the upstream connectivity to the PSTN network
    8. incorrect configuration information has been supplied by Client to Natterbox
    9. Client’s systems not being configured in accordance with the published Technical Prerequisites and Natterbox advice
7. **Availability**
  1. 'Available' shall mean that the Natterbox Platform is in an available state to receive or initiate calls on behalf of the Client, and 'Availability' shall be construed accordingly
  2. Availability is constantly monitored by Natterbox’s High Availability Service Monitor and will be used to determine any claim for service credits by Client. Monitoring occurs in one (1) minute intervals, with two successive failures required before the Natterbox Platform is not considered to be Available
  3. At such point where Client believes that Natterbox has not achieved the Availability target, Client must within 7 days of the end of the relevant calendar month, log a request with Natterbox for service credits. Natterbox will then reply within 7 days as to acceptance or rejection of claim and reasons. Where Natterbox determines that credits are due, these shall be added to Client's account, by adjustment to the contract Term, and shall be Client's exclusive remedy in the event that Availability target is not achieved.

| **Monthly Availability Percentage** | **Days of Service added to the end of the Term at no charge to Client** |
| --- | --- |
| < 99.999% to >= 98.0% | 2 |
| < 97.9% to >= 95.0% | 5 |
| < 95.0% | 10 |
8. **Professional Services Expense Policy**. Actual reasonable travel and out-of-pocket expenses and/or relevant state/federal taxes, if any, are not included in the Fees outlined in the Client Sales Order and will be invoiced separately as “Professional Services Time and Materials Fees” as per the Subscription Services Agreement. Site visits are normally performed during Business Hours on Working Days (Monday-Friday) and must be scheduled two calendar weeks prior to the proposed visit. For avoidance of doubt, engineer travel time to and from Client Sites is billable at Natterbox's standard rates from time to time applicable.

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