Enterprise Availability
Service Level Agreement (SLA)
99.9% to 99.99% monthly uptime commitments, incident severity definitions, and service credit remedies.
1. Service Commitment
Lokam commits to providing a Monthly Uptime Percentage of at least 99.9% for all paid plan customers (Starter, Professional, Growth) and 99.99% for customers enrolled in Enterprise dedicated clusters.
2. Incident Severity Levels & Response Times
Our technical support operations categorize issues into four standardized severity levels:
| Severity | Impact Definition | Initial Response (Enterprise) |
|---|---|---|
| P1 — Critical | Total outage of voice media servers or WhatsApp gateway. | < 15 minutes (24/7) |
| P2 — Major | Significant degradation or high latency without complete outage. | < 1 hour (24/7) |
| P3 — Moderate | Non-critical platform issue; workaround is available. | < 4 business hours |
| P4 — Minor | General questions, documentation feedback, feature requests. | < 1 business day |
3. Service Credit Remedy Schedule
If Lokam fails to meet the Monthly Uptime Commitment during any billing cycle, customers are eligible for Service Credits applied against future billing invoices:
| Monthly Uptime Percentage | Service Credit Percentage |
|---|---|
| < 99.9% but ≥ 99.0% | 10% Credit |
| < 99.0% but ≥ 95.0% | 25% Credit |
| < 95.0% | 50% Credit |
4. Exclusions
The SLA does not apply to service interruptions caused by:
- Scheduled maintenance windows communicated at least 48 hours in advance via official email announcements or our customer portal.
- Outages originating within upstream telecommunications carriers (e.g. Twilio PSTN fiber cuts or Meta WhatsApp global outages).
- Customer misuse, network connectivity issues, or custom BYOC SIP trunk misconfigurations.