DialLink Service Level Agreement (Enterprise Plan)

Version 2.0 · Effective November 2, 2026 · Previous versions: Legal Archive

This Service Level Agreement (the "SLA") is part of the DialLink Terms of Service and applies to Accounts subscribed to the Enterprise plan that are in good standing. It does not apply to other plans, trials or Beta Features. Capitalized terms have the meanings given in the Terms of Service.

1. Commitment

DialLink will make the Core Services available with a Monthly Uptime Percentage of at least 99.9% in each calendar month.

2. Definitions

• "Core Services" means (a) the ability to place and receive calls through the DialLink web and desktop applications and provisioned desk phones, and (b) the availability of the DialLink web application for sign-in and call handling. Core Services exclude messaging, AI Features, integrations, reporting, the mobile applications (which depend on the device's connectivity), and Beta Features.
• "Downtime" means a period of at least 5 consecutive minutes during which the Core Services are unavailable to all Users of the Account, as confirmed by DialLink's monitoring and the status page at status.diallink.com, excluding Excluded Events.
• "Monthly Uptime Percentage" means the total minutes in the calendar month, minus the minutes of Downtime in that month, divided by the total minutes in the month.
• "Excluded Events" means unavailability caused by: (a) Scheduled Maintenance; (b) emergency maintenance needed to address a security or stability issue, of which we will give as much notice as practicable; (c) failures or congestion of the public internet, your internet service provider, your networks, devices, power or equipment; (d) failures of the public switched telephone network, of carriers other than DialLink's primary carrier partner, of emergency services networks, app stores or third-party services and integrations; (e) your acts or omissions, including misconfiguration, breach of the Agreement, or suspension under the Terms of Service; (f) force majeure events; (g) denial-of-service or other attacks that we respond to with commercially reasonable measures; or (h) features excluded from the Core Services.
• "Scheduled Maintenance" means maintenance announced on the status page or by email at least 48 hours in advance, performed where practicable outside U.S. business hours, and not exceeding 8 hours in any calendar month in aggregate.

3. Service Credits

If the Monthly Uptime Percentage for a calendar month is below 99.9%, you are entitled to a credit against future Fees ("Service Credit") as follows:

Service Credits are calculated on the subscription Fees for the month in which the Downtime occurred (one-twelfth of the annual Fees for annual plans), exclude usage charges, Hardware, Taxes and Regulatory Fees, are capped at 50% of those Fees for any month, are applied to the next invoice, and have no cash value. If the Agreement ends before the credit is applied, the credit is forfeited unless the termination results from our uncured breach.

4. Claim Process

To receive a Service Credit, you must email support@diallink.com within 30 days after the end of the month in which the Downtime occurred, with the subject "SLA Credit Request", the Account name, and the dates, times and duration of the Downtime you experienced. We will review the claim against our monitoring records and respond within 30 days. Claims that are late, incomplete or that relate to Excluded Events are not eligible.

5. Sole Remedy

Service Credits are your sole and exclusive remedy, and our entire liability, for any failure to meet the commitment in this SLA or for any unavailability of the Services. This SLA does not change Section 15 of the Terms of Service.

6. Changes

We may update this SLA in accordance with Section 2.1 of the Terms of Service. Changes that reduce the commitment take effect at the start of your next Subscription Term.

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Questions: support@diallink.com · DialLink Corp., 1688 Meridian Ave, Suite 700, Miami Beach, FL 33139, United States.