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VoIP Services Service Level Agreement

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DOCX
Pages
5
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Document Overview

A VoIP Services SLA is a formal, legally binding agreement between a VoIP service provider and a client that defines:
• The performance standards of the VoIP service (call quality, availability, latency, etc.)
• The responsibilities of both parties.
• The support structure (how issues are reported, responded to, and resolved).
• The remedies or penalties if the provider fails to meet agreed service levels.
• The security, privacy, and compliance obligations related to voice and call data.

Key Components of a VoIP Services SLA:
1️. Parties to the Agreement
2️. Scope of Services
3️. Service Availability / Uptime Guarantee
4️. Performance Standards
5. Incident Classification
6️. Response & Resolution Times
7️. Monitoring & Reporting
8️. Security & Compliance
9️. Change Management
10. Client Responsibilities
11️. Provider Responsibilities
12️. Service Credits / Penalties
13️. Termination Clause
14️. Limitation of Liability
15️. Force Majeure
16️. Governing Law
Purpose of a VoIP SLA:
1. Ensures that voice services remain clear, reliable, and available even during high call volumes.
2. Minimizes the risk of dropped calls, call quality issues, or extended outages which can disrupt customer service, sales, or internal communications.
3. Both parties know exactly what call quality, uptime, and support levels are guaranteed.
4. Holds the VoIP provider accountable for service failures or degradations.
5. Specifies financial credits or penalties if service levels are not met.
6. Ensures voice data privacy, lawful interception compliance, and adherence to the Kenya Data Protection Act 2019.

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