Service Level Agreement
HELIA understands the services they provide are mission-critical for their clients. That is why they are one of the few companies to take the extra step and offer an SLA to all of their customers. As a company strongly committed to providing a reliable, high-quality customer experience to their clients, this is another example of our dedication. Our industry leading Service Level Agreement (SLA) outlines the minimum service expectations a client may expect from HELIA for their provided Business VoIP service. This SLA represents both HELIA's responsibility and their client's course of action with respect to HELIA's Quality & Service Guarantee.
HELIA Quality & Service Guarantee:
If a HELIA client is for any reason dissatisfied with the services provided by HELIA, the client may terminate HELIA services at any time. Any prepaid fees for the current month are non-refundable, unless there is a separate term contract related to the services being provided. Customers may return un-used equipment within 10 days of purchase for a modest re-stocking fee (20%). 3CX license purchases are non-refundable. VoIP services are dependant on many providers (between our servers and the end users' equipment) and such carriers, Internet Service providers, Network/Transit providers and their associated traffic routing and quaility of service is completely outside the control of HELIA. Such issues outside of HELIA's control are not valid grounds for excersing and requesting service credits.
Scheduled Network Maintenance refers to normal maintenance scheduled for the upgrade of HELIA's data and voice network, as well as servers used to deliver their HELIA Phone System to their clients. Scheduled Network Maintenance may occur at any time during our maintenance window of 10:00PM – 5:30AM MST and Emergency and Security-related Maintenance may happen at any time, so as to protect continuing services for all clients. Such effects related to Scheduled or Emergency Network Maintenance shall not give rise to service credits outlined in this SLA.
HELIA must receive written notice of the client's intent to terminate their HELIA plan within twenty four hours of a billing cycle to avoid being billed for a future service term.
A credit balance will be carried for interruptions, specifically within the HELIA service being provided, where inbound or outbound calling is affected for period in excess of 45 minutes for each user affected. Voice Service Unavailability shall begin when the Support Ticket, Email or Phone Call is received by the HELIA Support Team and ends when the service has been deemed in operation once again.
|Credit Amount||Total Interruption Time|
|10%||45 min to 1 hour|
|20%||1 hour to 47 hours + 59 minutes|
|33%||More than 48 hours|
We have refunded credits and refunds up to a full month of service, based on certain scenarios.0 This is at the sole discretion of HELIA management.
Provisions to HELIA's Availability Guarantee
No credit balance will be earned under the following scenarios:
- Noncompliance with respect to HELIA's Terms of Service (including its payment terms)
- Power failure at the client's location
- Local equipment found negatively affecting the IP Telephony services
- Failure of equipment, systems, connections or services not provided by HELIA (ie. ISP: Internet Service Provider)
- Circumstances or causes beyond the reasonable control of HELIA
- Any period in which HELIA is not provided full and free access to all required equipment in order to rectify a situation
- The amount of credit available per month is subject to a cap as described in this Agreement.
Credit Balance and Payment Process
Following a verified incident, HELIA will provide a credit or refund earned from the HELIA SLA herein within two billing cycles. Credits are based on the average client user fee, and total sum will not exceed the average client user fee for that billing period, nor will HELIA be responsible for any fees, damages or credits more than the total sum of the average client user fee for that billing period. Credits will only be given to clients in good financial standing and must comply with HELIA's Terms of Service. As a result of any investigations, clients must fully cooperate with the HELIA Support Team. Failure to do so, will negate all credit earnings and void the Guarantee.
At any time, HELIA may change, amend or revise this SLA. The revised SLA shall become effective once posted on the HELIA website.