Service Level Agreement (SLA)

1. Scope

This SLA covers DIDHub's production services accessed via the customer's authorized API key or dashboard login. The covered services are:

• Voice — inbound: ability to receive PSTN calls on assigned DIDs and have them routed to the customer's configured destination (SIP endpoint, webhook, voicemail, etc.).
• Voice — outbound: ability to originate PSTN calls via DIDHub's outbound termination using a registered Caller ID.
• SMS — inbound: ability to receive SMS on SMS-capable DIDs and have them delivered to the configured webhook or email.
• SMS — outbound: ability to send SMS via the API on registered numbers (subject to country-specific A2P rules).
• Dashboard: ability to log in, view inventory, and configure routing.
• API: ability to call https://api.didhub.io/v1/* endpoints with valid credentials.

2. Uptime targets

Uptime is measured per calendar month, in minute-resolution, by DIDHub's third-party monitoring fleet plus internal probes across all eight regions (NOAM, LATAM, EURO, MENA, AFRICA, INDIA, APAC, ANZAC). Failures are aggregated by service category and reflected on the public status page (/status).

3. Service credits

If monthly uptime on a covered service falls below the target, the customer is eligible for a service credit calculated as a percentage of that service's monthly fee:

Credits apply only to the affected service category — a voice outage doesn't credit SMS or dashboard fees. Credits are issued as a billing-account credit toward the next month's invoice; credits are not refunded as cash and do not exceed the affected category's monthly fee.

4. Exclusions

The SLA does not apply to downtime caused by:

• Customer actions or misconfigurations — DNS pointing the customer's SIP endpoint at the wrong host, expired API keys, mis-rotated credentials, exhausted port limits, etc.
• Force majeure — natural disasters, war, terrorism, pandemic-related government orders.
• Third-party network failures — failures of the public internet, peering exchanges, or specific upstream/downstream carriers outside DIDHub's edge.
• Country-specific regulatory action — government-mandated blocking of specific destinations (e.g. Russian telecom orders), regulator-imposed traffic restrictions.
• Scheduled maintenance — announced at least 72 hours in advance, performed in customer-defined low-traffic windows where possible.
• Beta or preview features — clearly labeled as such; no SLA applies until generally-available.
• Customer breach — accounts in breach of the Acceptable Use Policy are not eligible for SLA credits during the breach period.

5. How to claim a credit

To request a service credit:

1. Open a ticket via the dashboard or email [email protected] within 30 days of the end of the affected month.
2. Include: the service category (voice/SMS/dashboard/API), the time window, and your account ID.
3. DIDHub validates against monitoring data within 5 business days and applies the credit to your next invoice.

You don't need to claim small credits — DIDHub auto-applies any credit above 5% of monthly spend without requiring a ticket.

6. Status & transparency

The public status page at didhub.io/status reflects real-time service health across all eight regions plus historical incidents and post-mortems for incidents that materially affected customers.

For high-severity incidents (carrier-wide outage, security incident), DIDHub publishes a written post-mortem within 5 business days that explains the root cause, the impact window, and the remediation. Post-mortems are public so customers can audit our reliability practices over time.