1. Uptime commitment
VoxReach targets 99.9% monthly availability of the core call-routing platform (inbound receptionist, outbound dialer, and tenant dashboard). Availability is measured as the percentage of minutes per calendar month in which the platform successfully processes a health-check call.
2. Excluded downtime
The following is excluded from availability calculations:
- Scheduled maintenance windows announced at least 72 hours in advance (typically <1 hour/month, outside AU business hours).
- Force majeure: upstream carrier failures, mass internet outages, acts of government, acts of God.
- Downtime caused by the Tenant (misconfigured routes, exhausted prepaid balance, suspended for breach of the Acceptable Use policy).
- Downstream third-party outages (Stripe, Twilio carrier, Anthropic, ElevenLabs, Deepgram) outside VoxReach's reasonable control. VoxReach maintains failovers where commercially reasonable.
3. Service credits
If, in any calendar month, VoxReach fails to meet the 99.9% target, affected tenants may claim a service credit against the following month's usage bill:
| Monthly availability | Credit (% of prior month's usage) |
|---|---|
| <99.9% but ≥99.0% | 10% |
| <99.0% but ≥95.0% | 25% |
| <95.0% | 50% |
Credits must be claimed in writing to support@voxreach.com.au within 30 days of the end of the affected month. Credits are the sole and exclusive remedy for availability shortfalls.
4. Support response times
| Severity | Description | First response | Target resolution |
|---|---|---|---|
| Sev 1 | Platform-wide outage, no calls in or out | 30 minutes 24/7 | 4 hours |
| Sev 2 | Tenant-level outage or material degradation | 2 business hours | 1 business day |
| Sev 3 | Non-material bug, feature not working as documented | 1 business day | 5 business days |
| Sev 4 | Question, cosmetic issue, feature request | 2 business days | Best effort |
Business hours are 9am to 5pm AEST/AEDT Monday to Friday, excluding NSW public holidays. Sev 1 is monitored 24/7.
5. Security incident notification
VoxReach notifies affected tenants of any eligible data breach within 72 hours of becoming aware, or sooner where required by the Notifiable Data Breaches scheme of the Privacy Act. See the Privacy policy and Security policy.
6. Status page
Live platform status is published at status.voxreach.com.au. Tenant account holders can subscribe to SMS or email alerts for Sev 1 incidents affecting their tenant region.
7. Contact
Support: support@voxreach.com.au
Incident hotline (Sev 1): published in the tenant dashboard.