Service Level Agreement (SLA)

This Service Level Agreement ("SLA") describes the availability commitment for the hosted QVOICE platform operated by 11384422 Canada Inc. d/b/a fonoUC ("fonoUC," "QVOICE"). It is incorporated by reference into your Master Services Agreement. Service credits under this SLA are your sole and exclusive remedy for availability shortfalls, and they supplement (and are subject to) the limitation of liability in your MSA/Terms.

1. Availability Commitment

fonoUC will use commercially reasonable efforts to make the core QVOICE voice service available 99.95% of the time in each calendar month, measured as described below ("Monthly Uptime Percentage"). This commitment applies to the fonoUC-controlled service components and excludes the conditions in Section 4.

2. Measurement

Monthly Uptime Percentage = (Total Minutes in the month − Downtime Minutes) ÷ Total Minutes in the month × 100. "Downtime" means sustained unavailability of the core voice service to make or receive calls, attributable to fonoUC-controlled components, as confirmed by fonoUC monitoring and logs. Downtime begins when you report (or fonoUC detects) the outage and ends when service is restored.

3. Service Credits

Credits are calculated against the monthly recurring fee for the affected Service only, are issued as a credit against a future invoice (not a cash refund), and may not exceed, in aggregate, 30% of the monthly recurring fee for the affected Service in the month at issue.

4. Exclusions

The availability commitment and credits do not apply to unavailability caused by:

• scheduled or emergency maintenance (see Section 5);
• factors outside fonoUC's reasonable control, including force majeure, Internet/ISP failures, third-party carrier or PSTN outages, or upstream provider failures;
• your equipment, network, LAN/WAN, power, devices, configurations, or third-party software;
• your acts or omissions, or those of your users or third parties acting on your behalf;
• suspension or termination of your account in accordance with the MSA or AUP (including for non-payment or abuse);
• beta, trial, or no-charge features.

5. Maintenance

fonoUC performs scheduled maintenance during off-peak windows and will provide advance notice where practicable. Emergency maintenance may be performed without advance notice to protect security, integrity, or availability. Maintenance windows are not counted as Downtime.

6. Claiming a Credit

To request a credit, email info@fonouc.com within thirty (30) days after the end of the month in which the Downtime occurred, including the dates/times and a description of the impact. Credits require that your account be in good standing (no overdue balances). Credits will be applied after fonoUC verifies the claim against its monitoring records.

7. Support & Target Response Times

fonoUC provides support via info@fonouc.com and the support channels designated in your Service Order. Target initial-response times: Critical (service down) — 1 business hour; High — 4 business hours; Normal — 1 business day. Response targets are objectives, not guarantees, and do not generate service credits.