Availability commitments, planned maintenance windows, and service credits. The SLA is measured against the SBC layer Callivex operates; events caused by upstream-carrier or customer-side failures are scoped out as detailed below.
Effective date: 1 January 2026 · Version: 1.0
Operator: Lunatoria Prime LTD (Company No. 16859261), trading as Callivex.
Callivex commits to a minimum monthly availability of 99.95% on the SBC and signaling layer. Availability is calculated as the percentage of minutes in a calendar month during which the customer-facing SIP endpoint is reachable and accepting traffic.
"Reachable" means a SIP OPTIONS or REGISTER from the customer's whitelisted source IP receives a 2xx response within five (5) seconds.
Monthly availability = ( total minutes in calendar month − unavailable minutes ) / ( total minutes in calendar month ) × 100. Unavailable minutes are aggregated across discrete incidents lasting at least one (1) minute. Incidents shorter than one minute are not counted.
The following events do not count as unavailable minutes:
Callivex performs scheduled maintenance during defined low-traffic windows. Standard windows:
Routine maintenance is excluded from availability calculations. Emergency maintenance is excluded only where postponement would have caused greater impact.
In addition to availability, Callivex publishes the following performance targets, measured against the customer-facing SIP endpoint:
These targets are operational baselines, not contractual SLAs. Sustained breach of targets warrants engineering investigation but does not trigger service credits unless availability is also affected.
Where availability falls below the commitment in a calendar month, the customer is entitled to service credits as follows:
Service credits are applied to the next invoice. They are the sole and exclusive remedy for SLA breach.
To claim a service credit, the customer must submit a written claim to support@callivex.com within thirty (30) days of the end of the affected calendar month. The claim must include:
Callivex acknowledges claims within five (5) business days and resolves within fifteen (15) business days.
Active incidents are posted to status.callivex.com (subject to the public status page going live; until then, customer-of-record notifications are by email). Customers should subscribe to status updates and configure their NOC alerting accordingly.
Response targets are measured from the timestamp of receipt at support@callivex.com or via the disclosed emergency channel. Customer cooperation in providing diagnostic information may be required to resolve incidents.
This SLA may be revised on at least thirty (30) days' written notice. Where revisions reduce availability or quality commitments, customers may terminate without penalty within those 30 days.
SLA enquiries: support@callivex.com · Escalation: compliance@callivex.com