Service Level
Last updated · June 13, 2026
This page explains how VICIfast approaches availability. It expands on §15 of the Terms of Service; where they differ, the Terms control.
1. What “available” means
Availability refers to your VICIdial admin URL being reachable on your dedicated server. Per-server health is visible in your dashboard; fleet-wide availability and incident history are published on our status page, which is the system of record.
2. Availability target
We operate to a high best-effort availability target and have sustained roughly 99.94% fleet uptime over recent 30-day windows. That figure is a track record, not a contractual commitment — refer to the status page for current and historical availability.
3. No service credits on standard plans
VICIfast does not contract a numeric SLA or owe service credits on standard or self-serve plans. No credits, refunds, or pro-rata adjustments are due for downtime on these plans.
4. Enterprise & annual
Enterprise and annual customers may negotiate a separate written SLA with service credits as part of their agreement. Talk to us via the enterprise track.
5. Maintenance & exclusions
Any availability discussion excludes: scheduled maintenance (announced in advance); issues caused by your configuration, campaigns, or workload; outages of your bring-your-own SIP carrier or other third-party / upstream providers (including the underlying cloud); force majeure; and time during which a server is suspended under the Acceptable Use Policy or for non-payment.
6. Support response
Standard support is same-business-day by email. Customers on the support retainer get a named senior engineer and a sub-15-minute in-thread response during the covered window. Support responsiveness is separate from infrastructure availability.
7. Changes & contact
We may update this page as our posture evolves. Questions: support@vicifast.com.