SERVICE LEVEL AGREEMENT (SLA)

Last Updated: 15 November 2025
Effective Date: 15 November 2025

This Service Level Agreement (“SLA”) forms part of the Terms of Service between Tellimon Inc. (“Tellimon”, “we”, “our”, “us”) and the Customer (“you”, “your”).
This SLA outlines the performance standards, service availability, responsibilities, and remedies associated with the Tellimon Services.

1. DEFINITIONS

• “Services” — All telecommunication, cloud communication, SIP trunking, CPaaS, SMS, number provisioning, and related systems provided by Tellimon.

• “Uptime” — The percentage of time Services are accessible and operational, excluding excluded downtime.

• “Scheduled Maintenance” — Pre-planned service interruptions for updates or improvements.

• “Emergency Maintenance” — Unplanned maintenance required to resolve critical issues.

• “Force Majeure” — Events outside Tellimon’s control (natural disasters, wars, carrier failures, etc.).

• “Carrier Network” — Third-party telecom operators required for routing calls and messages.

• “Major Incident” — A system-wide or region-wide outage affecting critical Services.

2. SCOPE OF SLA

This SLA applies to:

• SIP trunking (Inbound & Outbound)

• Virtual Numbers (DIDs, Toll-Free, UIFN, Mobile)

• Messaging & 2-Way SMS

• API platform (Voice, SMS, Numbering)

• Number provisioning and porting

• Tellimon self-service portal

This SLA does not apply to:

• Third-party applications

• Customer equipment or internet providers

• Customer misconfiguration, improper routing, or fraudulent usage

3. SERVICE AVAILABILITY

Tellimon targets:

3.1 Overall Platform Uptime

99.95% monthly uptime
(for portal, API, provisioning systems, and cloud infrastructure)

3.2 SIP Trunking & Voice Routing

99.90% monthly uptime

3.3 Messaging (SMS) Delivery

99.90% platform uptime
(SMS delivery is dependent on carriers and handset networks, which cannot be guaranteed.)

3.4 Number Provisioning

99.90% availability for automated provisioning, excluding regulatory verification delays.

4. EXCLUDED DOWNTIME

The following do NOT count as downtime:

• Scheduled maintenance (announced 24 hours in advance)

• Urgent security patches

• Emergency maintenance required to protect the network

• Carrier-level outages outside Tellimon’s control

• Customer-side failures (internet, firewall, SIP device misconfigurations)

• Routing restrictions imposed by governments or regulators

• Fraud mitigation shutdowns

• DDoS attacks or extreme traffic anomalies

• Force majeure events

5. SCHEDULED MAINTENANCE

Tellimon may perform maintenance to improve performance or security.

• Maintenance is typically scheduled during low-traffic hours

• Notice provided at least 24 hours in advance

• Emergency fixes may be applied without notice

We aim to keep scheduled downtime minimal.

6. SUPPORT & INCIDENT RESPONSE TIMES

Tellimon provides global support through tickets and email.
Response times depend on incident severity.

6.1 Severity Classification

Resolution targets are not guaranteed due to dependency on global carriers.

7. QUALITY OF SERVICE (QoS)

Tellimon continuously monitors:

• ASR (Answer Seizure Ratio)

• ACD (Average Call Duration)

• PDD (Post-Dial Delay)

• Jitter & latency

• Route quality and stability

If a route falls below acceptable quality thresholds, Tellimon will:

• Switch to a higher-quality carrier route

• Notify affected customers where appropriate

• Apply routing upgrades without service interruption

8. NUMBER PORTABILITY (PORTING)

Tellimon will:

• Process portability requests in compliance with national regulations

• Provide estimated porting timelines (varies by country)

• Notify customers of required documentation

Porting delays caused by external carriers or regulators are not covered under SLA credits.

9. CUSTOMER RESPONSIBILITIES

To qualify for SLA protections, the customer must:

• Maintain accurate account and billing information

• Secure SIP credentials and API keys

• Use supported configurations

• Maintain sufficient prepaid balance

• Comply with the Acceptable Use Policy and telecom laws

• Avoid fraudulent, abusive, or suspicious traffic patterns

Failure to follow responsibilities voids SLA remedies.

10. SERVICE CREDITS

If Tellimon fails to meet the guaranteed uptime (excluding exceptions), you may request service credits.

10.1 Credit Table

10.2 Service Credit Rules

• Credits apply only to affected service components

• Credits require a ticket within 7 days of the incident

• Credits cannot exceed the monthly spend

• Credits are not cash refunds and cannot be withdrawn

• Credits do not apply to free trials or promotional accounts

11. LIMITATIONS & DISCLAIMER

Tellimon is not liable for:

• Third-party carrier or SMSC outages

• Government-mandated blocks or restrictions

• Customer misconfiguration

• Number rejection due to KYC issues

• Delays caused by external carriers

• Delivery failures due to handset/network issues

• Force majeure disruptions

• AUP violations resulting in suspension

Telecommunications inherently depend on external carrier networks; therefore, 100% delivery cannot be guaranteed.

12. TERMINATION OF SLA

Tellimon reserves the right to modify or terminate this SLA with at least 30 days’ notice.
Continued use of Services constitutes acceptance of the updated SLA.

13. CONTACT INFORMATION

For SLA inquiries or credit requests:

Tellimon Inc.
162, 28 Geary St, STE 650
San Francisco, CA 94108
United States

📧 support@tellimon.com
📧 legal@tellimon.com
🌍 www.tellimon.com