Service Level Agreement

Service Description

VoIPAccess provides high end 24/7 Voice over Internet Protocol (VoIP) services and custom application development  their customer.  Service Provider Agent also provides general Information Technology (IT) support to business customers.  We partner with Service Provider Agent to providing high-end talent, tools, and technology at low rates.  Both VoIPAccess and SPA goal is to provide you with a reliable phone service at the best price available.

Contracts

The use of services provided by VoIPAccess constitute agreement to the Terms and Conditions set by VoIPAccess.   Service Provider Agent will provide a additional contract or make a note on the invoice for any special arrangement outside the boundaries of the Terms and Conditions.

Hours of Availability

Customers must report any incidents online 24 hours a day, 7 days a week, 365 days a year using the online ticketing system.  Average response time for emergency issue is within 24 hrs.  Response time varies depending on the agreement with your Service Provider Agent.    All SPA’s are required to provide full time General IT Support and Consulting with business hours from Monday to Friday between 9am and 5pm local time with the exception of the holidays.

Charge for Services

All billable customer request will be invoice by your Service Provider Agent.  Each SPA charge different rates depending on location and time of day.