When this applies

This SLA is contractual for customers on Falcon Voice Enterprise, Falcon FDE Enterprise, or any plan with Priority Support added.

On Core, Pro, Solo and Team without Priority Support, the availability and response figures published on the product pages are targets. We publish our actual performance monthly, but a missed target does not create a right to a credit on those plans.

Commitment: 99.95% availability per calendar month.

Availability is measured as the percentage of one-minute intervals in which the service responded successfully to a health request. Excluded from the calculation are:

• Scheduled maintenance, announced at least 72 hours in advance and capped at 4 hours per month
• Failures caused by your infrastructure, network or carrier
• Failures caused by your misuse, or by exceeding your plan limits
• Events outside our reasonable control, where we have taken reasonable mitigating steps

P1 — Critical. Service unavailable, or a core function unusable in production with no workaround. Response within 1 hour, 24 hours a day, every day.

P2 — High. A significant function degraded, or a workaround exists but is materially painful. Response within 4 hours, 24 hours a day.

P3 — Normal. A defect with a reasonable workaround, or a configuration question. Response within 1 business day.

P4 — Low. Cosmetic issues, documentation, feature requests. Response within 3 business days.

Response means a substantive reply from someone able to work the issue, not an automated acknowledgement. You set the initial severity; we will discuss it with you if we disagree, but we respond at your severity first.

Where we miss a commitment, credits are applied automatically against your next invoice. You do not need to notice or claim them.

Availability in the month:

• 99.00% to 99.95% — 10% of the monthly fee
• 95.00% to 98.99% — 25% of the monthly fee
• Below 95.00% — 50% of the monthly fee

Missed P1 response: 5% of the monthly fee per occurrence.

Credits in any month are capped at 50% of that month's fee. If availability falls below 95% in three consecutive months you may terminate immediately and we will refund any prepaid, unused fees.

P1 and P2 issues should be raised in your private support channel, or by the out-of-hours number agreed at onboarding. P3 and P4 by email to billy@falconneststore.com.

Please include your licence reference, what you expected, what happened, and when it started. For P1, tell us the customer impact — it changes how we mobilise.