The following outlines our current Service Level Agreements (SLAs) by product, effective as of the most recent update date displayed below. These SLAs represent the standards of service we strive to deliver and are provided for informational purposes. Please note that all SLAs are subject to change at any time without prior notice. For the most up-to-date terms, we encourage you to regularly review this page.

• For our acceptable use policy visit: https://purecallerid.com/acceptable-use-policy/
• For our standard terms of service visit: https://purecallerid.com/terms-of-service/
• For our standard rates visit: https://purecallerid.com/standard-rates/

Last Updated: October 01, 2024

Availability: Core services, including Community CallerID pools, SPAM Sentry, Watchtower, DataBoost, and BrandID, will be available 99.999% of the time each calendar month, excluding scheduled maintenance.

Scheduled Maintenance: Scheduled maintenance will be performed outside of business hours (8 PM to 6 AM local time) and will be announced at least 48 hours in advance.

Response Time:

• Critical issues: Response within 5 minutes.
• Non-critical issues: Response within 24 hours.

Service Credits: If Pure CallerID fails to meet the uptime commitments outlined above, customers will be eligible for service credits. The amount of service credits will be calculated as a percentage of the monthly service fee for the affected service, as follows:

• 99.999% uptime: 0% credit
• 99.99% – 99.998% uptime: 5% credit
• 99.0% – 99.98% uptime: 10% credit
• Less than 99.0% uptime: 20% credit

Availability: Aegis One services will be available 99.999% of the time each calendar month, excluding scheduled maintenance.

Scheduled Maintenance: Scheduled maintenance will be performed outside of business hours (8 PM to 6 AM local time) and will be announced at least 48 hours in advance.

Response Time:

• Critical issues: Response within 5 minutes.
• Non-critical issues: Response within 4 hours.

Service Credits: If Pure CallerID fails to meet the uptime commitments outlined above, customers will be eligible for service credits. The amount of service credits will be calculated as a percentage of the monthly service fee for the affected service, as follows:

• 99.999% uptime: 0% credit
• 99.99% – 99.998% uptime: 5% credit
• 99.0% – 99.98% uptime: 10% credit
• Less than 99.0% uptime: 20% credit

Standard Response Times:

• Non-Emergency Issues: Response within 24 hours.
• Emergency Issues: Response within 4 hours.

Availability:
UC Protect services are designed with redundancy and reliability in mind to minimize disruptions. While no critical services are impacted in the event of downtime, UC Protect services maintain a high standard of availability.

Scheduled Maintenance:
Scheduled maintenance is conducted outside of standard business hours (8 PM to 6 AM local time) to reduce customer impact. Maintenance periods will be announced at least 48 hours in advance.

Service Credits:
As UC Protect services are not classified as critical, no service credits or discounts are offered in the event of outages or availability issues.