Cloud Telephony Service Level Agreement

Name: Cloud Telephony Service Level Agreement
Brand: SheriaPlex
SKU: DOC-818
Price: 150 KES
Availability: InStock

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DOCX

Pages

Price: KES 150

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Document Overview

A Cloud Telephony SLA is a formal, legally binding contract between a cloud telephony provider and its client.

Key Components of a Cloud Telephony SLA:
1️. Parties to the Agreement
2️. Scope of Services
3. Service Availability / Uptime Guarantee
4. Service Performance Metrics
5️. 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 Cloud Telephony SLA:
1. Ensures your organization can reliably make and receive calls, conduct meetings, run call centers, and maintain customer service operations.
2. Clearly defines what is acceptable in terms of uptime, call clarity, response time, and security.
3. Holds the service provider responsible for maintaining service levels, system availability, and quality.
4. Outlines financial credits or penalties when service levels are not met.
5. Ensures adherence to regulations like Kenya Data Protection Act 2019, Communication Authority (CAK) rules, lawful intercept obligations, and secure handling of call data.
6. Helps avoid degraded voice quality (jitter, latency, packet loss), dropped calls, or long outages that could hurt business operations.

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Cloud Telephony Service Level Agreement

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