HyperConnect Voice Service Level Agreement
Overview
Zenoti HyperConnect Voice is designed to provide reliable, always-on calling capabilities for your business. This article describes the service availability commitment for HyperConnect Voice and what to expect if that commitment is not met.
Uptime commitment
Zenoti commits to maintaining 99.5% monthly uptime for HyperConnect Voice. This means the Voice service is available and operational for at least 99.5% of the time in any given calendar month, equivalent to no more than approximately 3.6 hours of unplanned downtime per month.
Uptime is calculated as:
Uptime percentage = (Total minutes in month − Downtime minutes) ÷ Total minutes in month × 100
Scheduled maintenance windows are excluded from downtime calculations. Zenoti provides advance notice for planned maintenance where possible.
SLA eligibility
The HyperConnect Voice SLA applies to all customers with an active HyperConnect subscription.
Support response times
Zenoti classifies issues by severity to ensure the most critical Voice disruptions are addressed first.
Severity Level | Impact definition | Response time |
|---|---|---|
Severity 1 | A highly critical issue —multiple users are unable to make or receive calls, or HyperConnect Voice is unreachable. | Less than 30 minutes |
An SLA breach — where monthly uptime falls below 99.5% — is treated as a Severity 1 issue. When a breach occurs, you can expect:
An initial response from Zenoti Support within 30 minutes of the issue being reported
Priority escalation through the Zenoti support team
A root cause analysis for qualifying outages, available upon request
Note
Zenoti does not offer financial credits for Service Level Agreement (SLA) breaches at this time. Remediation is provided through dedicated support engagement.
How to report a Voice issue
If you experience a Voice service disruption, contact Zenoti Support through any of the following channels:
In-product support: Use the Help option within HyperConnect or the Zenoti Admin panel
Support portal: Submit a ticket at support.zenoti.com
Email: Reach out to your Customer Success Manager directly
Exclusions
The following are not counted as downtime when calculating uptime:
Scheduled or pre-announced maintenance
Outages caused by factors outside Zenoti's control (For example, internet service provider failures, third-party carrier or PSTN issues, or customer hardware or network problems)
Issues resulting from customer misconfiguration of phone tree, call routing, or device settings
Force majeure events — extraordinary events beyond Zenoti's control, such as natural disasters, widespread power outages, or government actions.