Service Level Agreement (SLA)

Availability target

On paid plans (Entry, Plus, Growth, Pro and Enterprise) we aim for the voice service — registering a phone or app and placing and receiving calls — to be available at least 99.9% of each calendar month, excluding scheduled maintenance. The 14-day Free Trial is provided as is, with no availability target.

What counts as unavailability

Voice unavailability: inability to register a SIP endpoint or place or receive a call for more than 60 seconds, caused by Silux Call infrastructure — not your internet connection, your device or an upstream carrier.

Dashboard unavailability: the Silux Call dashboard or API returning server errors or timing out for more than 60 seconds.

Scheduled maintenance

Up to 4 hours per month, announced at least 7 days in advance, between 23:00 and 04:00 UK time, and excluded from the target.

If an outage affects you

Raise a support ticket within 30 days of the incident. We review every report and, where an outage caused by us fell short of the target, we will offer a credit against your next invoice at our discretion. This does not limit your statutory rights or anything in our Terms of Service.

Support response

Support is online only — live chat, email (support@siluxcall.co.uk) and support tickets — Monday to Friday, 9am–5pm UK time. We aim to acknowledge a full outage within 1 working hour and other issues within 1 working day.