Legal · SLA
Service Level Agreement
Our commitment to the availability of the letsdial Service, the credits we issue when we miss it, and the rules for claiming them.
Our commitment
The letsdial Service is targeted to be available 99.9% of every calendar month.
That works out to roughly 43 minutes 50 secondsof allowable unavailability over a 30-day month. When we fall below that line, eligible customers are entitled to a service credit on the next invoice, calculated against the affected month’s fees.
Service credits
What you get back when we miss the line.
Service credits are applied as a percentage discount on the affected month’s fees. Credits cannot exceed the fees paid in the affected month and have no cash value beyond their use against future invoices.
Definitions
What counts — and what doesn’t.
- Inability to place or receive calls on PSTN-routable numbers.
- Failure of the application to load or authenticate users.
- Loss of access to recordings or transcripts created during the affected period.
- Total interruption of message delivery (SMS, MMS) for more than 5 consecutive minutes.
- Scheduled maintenance announced at least 48 hours in advance.
- Emergency security patches communicated as soon as practical.
- Outages caused by the customer’s network, devices, or third-party software.
- Force-majeure events outside our reasonable control.
Exclusions
What’s not covered by this SLA.
Scheduled maintenance
Announced at least 48 hours in advance via the status page and email.
Emergency security work
Critical patches that need to ship before a 48-hour notice window.
Customer-side issues
Local network, ISP, device, or browser problems on the customer’s end.
Third-party dependencies
Carrier outages, public DNS failures, or upstream provider incidents.
Beta features
Anything labelled beta, preview, or experimental in the product.
Force majeure
Events outside our reasonable control, natural disasters, government actions, etc.
How to claim
Four steps to a credit on your next invoice.
- 01
Confirm eligibility
Your account must be in good standing and not in breach of the Terms during the affected month.
- 02
Calculate the credit
Use the table above against the actual measured uptime for the affected calendar month.
- 03
Submit the request
Email info@letsdial.com within 30 days of the end of the affected month, with workspace ID and downtime windows.
- 04
Credit applied
Approved credits are applied to the next invoice within one billing cycle.
Contact
Submit a credit request, or ask us about an outage.
Phone
+1 917-779-01873 Shenton Way, #15-05, Shenton House, 068805 Singapore