Overview
This page is a public summary of the Teams Plus Service Level Agreement. The full SLA is incorporated into each Customer Order or Service Order executed under a Master Services Agreement and governs the operative service levels for that customer.
The Teams Plus SLA defines support services, severity classifications, response and restoration targets, the service availability objective, excluded events, maintenance procedures, and case management policies. It applies to the Teams Plus AI voice, unified communications, and underlying carrier-grade voice infrastructure services.
Severity Levels and Response
Service Requests submitted to Teams Plus are classified by severity. Response and restoration targets are measured monthly with a 95% SLO compliance target for priority incidents (P0 through P5) and a 90% compliance target for service requests.
| Priority |
Definition |
First Response |
MTRS Target |
Status Updates |
| P0 |
Critical infrastructure event affecting multiple customers. |
15 min |
0–4 hours |
Every 30 min |
| P1 |
Critical infrastructure event affecting a single customer. |
15 min |
0–4 hours |
Every 30 min |
| P2 |
Significant degradation affecting multiple users or business-critical functions. |
15 min |
0–6 hours |
Every 60 min |
| P3 |
Single end-user limited functional degradation. |
15 min |
1 business day |
As needed |
| P4 |
Single user functionality problem with workaround in place. |
15 min |
0–3 business days |
As needed |
| P5 |
De-escalated, customer-led timeline. |
15 min |
Customer-driven |
As needed |
| SR |
Standard service request. |
15 min |
0–5 business days |
As needed |
Teams Plus does not guarantee a resolution time for any priority level. Resolution is managed using commercially reasonable efforts and, where applicable, the delivery of an acceptable workaround. On delivery of an acceptable workaround, Teams Plus reserves the right to reclassify the incident.
Support and Contact
Customers may open a Service Request by any of the following methods:
- Email support@teamsplus.com (automatically creates a support ticket).
- Phone (844) 832-6757 and follow the prompts to reach the Teams Plus support line.
- Online via the customer support portal.
For major outages, customers should email or call directly to ensure the issue is recorded correctly. A complete Service Request includes the customer name and technical contact, a detailed description, error messages, applicable trace files or logs, a test case or reproduction steps, the date and time of the event, specific call details where applicable, and the preferred contact method.
Each customer designates up to three authorized representatives who may submit Service Requests and a set of emergency contacts who Teams Plus may reach after hours during a Service Interruption.
Open cases follow a defined escalation path from Support Help Desk to Case Coordinator to Client Success Manager. Customer-side escalation contacts are designated under the operative Customer Order.
Business Hours and Coverage
Standard Teams Plus business hours are 5:00 AM to 5:00 PM PT (8:00 AM to 8:00 PM ET), Monday through Friday, excluding statutory holidays. Teams Plus provides 24×7×365 coverage for incidents classified as P0 or P1.
Maintenance Windows
Regular Maintenance. Teams Plus performs ongoing proactive maintenance on systems, networks, and communications circuits supporting the Service. When work has the potential to interrupt service, Teams Plus schedules the work during a pre-planned maintenance window and notifies customer emergency contacts at least five business days in advance with expected start time and duration. A follow-up notification is sent at the close of the window.
Emergency Maintenance. In rare instances Teams Plus may determine that emergency unscheduled maintenance is required due to circumstances outside its immediate control that could pose a serious threat to operational integrity. In those cases Teams Plus contacts the customer in accordance with the escalation matrix in the operative SLA.
Excluded Events
The following events are excluded from Service Availability calculations and from compliance with any Service Level Objective. Downtime associated with an Excluded Event is not counted as Unplanned Downtime.
- Regular Maintenance Window or Emergency Maintenance Action.
- Acts or omissions of the customer, anyone acting through the customer, or any third party not under Teams Plus control.
- Customer-owned or controlled equipment, business operations, software, or facilities.
- Failure or malfunction of equipment, applications, networks, or systems not owned or controlled by Teams Plus, including any internet service provider, telecommunications carrier, PSTN carrier, or SIP trunk provider.
- Force majeure events including acts of God, fire, flood, government actions, labor disputes, and pandemics.
- Any suspension of Service pursuant to a Customer Order, Service Order, or the Master Services Agreement.
- Problems associated with customer applications, integrations, or call flows that cause the Service to be unavailable.
- Publicly reported vendor-announced issues that affect Teams Plus compliance, for a commercially reasonable period until a fix can be implemented.
- Periods of Excusable Downtime, including planned outages, change management activities, or customer-requested reboots.
- Customer failure to provide accurate, up-to-date contact information that prevents Teams Plus support from reaching a contact during an event.
Case Management
Auto-closure. Cases in "Resolved" status for more than four days and twenty hours are automatically closed and the Case Resolved Date Timestamp is recorded.
Insufficient information. Teams Plus follows up on open cases once per day by email and phone. Investigations pending without further updates from the customer are closed as "Customer Insufficient Information" at the end of the third business day.
Root Cause Analysis. For any Service Incident or outage classified as P0 or P1, Teams Plus provides the customer with a Root Cause Analysis document within five business days after the incident is closed. RCA delivery may be extended if further post-mortem investigation is required, with notice of the expected delivery date.
Amendments
Teams Plus may amend the SLA from time to time upon thirty days' prior written notice. Teams Plus cannot, by unilateral amendment, materially reduce or diminish customer rights, remedies, or service levels, including the Availability Objective, response times, or case management policies. Any amendment that would materially reduce or diminish those rights requires mutual written agreement of the parties.
