Service Level Agreement

inContact® maintains the best published SLA in the industry with a 99.99% uptime. This promise is maintained as a guaranteed contractual agreement with our customers. If we exceed five minutes of downtime in any given month, customers may request a credit of monthly recurring costs for any complete component failure per incident.

Finally, a vendor who will stand behind their promises.

Does the SLA cover the application or the network?

This agreement covers both sides of the inContact platform.

What about scheduled maintenance?

inContact will provide our customers with at least 48 hours notice on any scheduled maintenance that will effect service levels. We will make every effort to perform unscheduled maintenance for critical updates or enhancements between the hours of 12:00-3:00 am Mountain Time Monday through Sunday.

How is a credit request made?

Credit requests should be submitted to inContact within seven days following the date of the component outage via fax or email. The request should include: the customer’s name and account number, date(s) and approximate beginning / ending time of the outage and the component(s) affected by the outage.