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Service Level Agreement (SLA) for 3CX Services

NIILAA > NIILAA Inc. Policies & Agreements > General Service Level Agreement (SLA) > Service Level Agreement (SLA) for 3CX Services

Version: 1.0
Last Updated: July 6, 2025

1. Introduction and Applicability

This Service Level Agreement (SLA) is an agreement between NIILAA Inc. (“we,” “us,” “our”) and [Client Name] (“Client,” “you,” “your”) and specifically governs the 3CX-related services purchased by the Client.

This document is an addendum to the NIILAA Inc. General SLA and the Master Service Agreement (MSA). Where conflicts exist, the terms of this service-specific SLA will take precedence for 3CX-related services.

2. Overview of 3CX Service Components

NIILAA Inc. offers several 3CX service components, each with distinct responsibilities:

  • Resold 3CX Services: These include 3CX Pro/Enterprise licenses, official 3CX-provided technical support, and official 3CX-provided hosting.
  • NIILAA-Provided Services: These are value-add services managed directly by NIILAA Inc. and are the primary subject of this SLA. They include:
  • Hosting by NIILAA: Hosting of the 3CX instance on infrastructure managed by NIILAA.
  • Pro Support by NIILAA: A per-incident, priority support service for critical issues.
  • Maintenance by NIILAA: An annual contract for ongoing management and standard support.

3. Resold & Pass-Through Services (Official 3CX)

For any services resold by NIILAA Inc. but provided directly by 3CX (including licenses, official 3CX hosting, and official 3CX support), the performance, availability, and support are governed exclusively by 3CX’s own official Service Level Agreement. NIILAA Inc. acts solely as a reseller and partner for these services and is not liable for the performance or failures of 3CX.

4. NIILAA-Provided Service Plans

Clients may subscribe to the following NIILAA-managed service plans:

4.1. Pro Support by NIILAA

  • This is a per-incident, prepaid support service designed for the fastest possible response to critical, system-down events.
  • Using a "Pro Support by NIILAA" Ticket elevates any issue wherther critical issue or not to a Severity 1 response tier.

4.2. Maintenance by NIILAA

  • This is an annual service contract for ongoing system management and support.
  • This plan covers day-to-day tasks and break-fix support for Severity 2 (High), Severity 3 (Medium), and Severity 4 (Low) incidents. This includes critical outages, which are handled as Severity 2 incidents under this plan.

5. Support Procedures & Incident Management

5.1. Submitting a Support Request

All requests must be submitted via our official channels to ensure proper tracking:

5.2. Severity Level Definitions

  • Severity 1 (Critical)
  • Definition: A complete telephony service outage. The 3CX system is non-functional, inbound/outbound calls are failing for all users, and no workaround is available.
  • Response Time: This level of incident is handled with an expedited 4-Hour Response Time when a Pro Support by NIILAA ticket is used.
  • Severity 2 (High)
  • Definition: A significant service degradation. This includes a complete telephony service outage for clients under the standard Maintenance by NIILAA plan, as well as scenarios where a major function (e.g., a specific call queue, voicemail) is unavailable, or call quality is severely impacted for multiple users.
  • Response Time: This level of incident is handled with a 6-Business-Hour Response Time.
  • Severity 3 (Medium)
  • Definition: A moderate impact. A single user is experiencing a non-critical issue, or a minor feature is malfunctioning.
  • Response Time: This level of incident is handled with an 8-Business-Hour Response Time.
  • Severity 4 (Low)
  • Definition: A minor administrative request or "how-to" question. Examples: Add/remove a user, change a user's extension, general inquiry.
  • Response Time: This level of incident is handled with a 1-Business-Day Response Time.

6. Service Levels, Targets, and Guarantees

6.1. Response Times & Resolution Goals

Severity Level How It Is Handled Guaranteed Response Time Resolution Goal
Severity 1 (Critical)
Using a Pro Support by NIILAA Ticket
4 Hours
24 Hours
Severity 2 (High)
Under Maintenance Plan
6 Business Hours
2 Business Days
Severity 3 (Medium)
Under Maintenance Plan
8 Business Hours
3 Business Days
Severity 4 (Low)
Under Maintenance Plan
1 Business Day
5 Business Days
  • Response Time: A binding guarantee to have a qualified technician begin work.
  • Resolution Goal: A target timeframe, not a guarantee. NIILAA Inc. will use commercially reasonable efforts to meet these goals. Final resolution is dependent on issue complexity and third-party factors.

6.2. "Hosting by NIILAA" - Scope & Uptime

  • Scope of Managed Hosting: When a Client subscribes to "Hosting by NIILAA," our management responsibilities are limited to:
  • Initial deployment of the 3CX instance on the VPS (System Owner user only).
  • Management of 3CX application updates as enforced by 3CX.
  • Management of the host Operating System (OS patching, security hardening).
  • Configuration and management of backups (one daily local, and up to twelve monthly remote backups).
  • Monitoring the availability of the 3CX application service.
  • Application-Level Uptime Guarantee: 99.0%
  • NIILAA Inc. guarantees 99.0% uptime for the 3CX application service itself. This guarantee applies only to failures within our direct scope of management.
  • Exclusions to Uptime: This guarantee explicitly EXCLUDES downtime caused by failures of the underlying third-party VPS provider, including but not limited to: physical hardware failure, network outages, power failures, or hypervisor issues.

7. Service Credits

If NIILAA Inc. fails to meet a guaranteed service level for NIILAA-Provided Services, the Client is eligible to request a service credit on their next invoice.

  • Uptime Guarantee Credits: Applied to the "Hosting by NIILAA" monthly fee.
  • Uptime between 98.00% and 98.99%: 5% credit.
  • Uptime between 97.00% and 97.99%: 10% credit.
  • Uptime below 97.00%: 15% credit.
  • Response Time Guarantee Credit: Applied to the "Pro Support" ticket fee or the "Maintenance by NIILAA" monthly fee, as applicable.
  • If we fail to meet the Guaranteed Response Time for any Severity level, we will apply a 5% credit.

8. Management of Dependencies

8.1. Third-Party Vendors (SIP Trunks, etc.)

NIILAA Inc. is not responsible for the performance or failure of third-party services. When an issue is traced to a third-party vendor, NIILAA Inc. will act as the Client’s advocate on a best-effort basis to coordinate resolution.

8.2. Unsupported Configurations

For issues related to unsupported elements, we will provide support on a “best-effort” basis. This time is billable at our standard hourly rate, and the SLA response/resolution goals do not apply.

8.3. Official 3CX Support Workflow

Clients with an active Official 3CX Support subscription may contact NIILAA Inc. for triage and escalation, or contact 3CX Support directly.

  • Contact NIILAA Inc. first. We will perform initial triage and, if necessary, formally escalate the issue to 3CX on the Client's behalf.
  • Contact 3CX Support directly.

9. Client Responsibilities

  • Access: Client agrees to provide NIILAA Inc. with all necessary remote and, if required, physical access to the systems under management, including administrative/root-level credentials.
  • Designated Contact: Client will designate at least one primary technical contact who is authorized to make decisions and provide necessary information.
  • Timely Communication: Client will respond to requests for information or approvals in a timely manner. Delays in client response may impact resolution times.

10. Third-Party Vendor Management

When an issue is determined to be the fault of a third-party vendor (e.g., Internet Service Provider, cloud provider, software OEM), NIILAA Inc. will act as the Client’s advocate. Our responsibility is to manage the incident with the vendor according to their SLA, including opening tickets and driving communication. Our SLA guarantees do not apply to the performance or failures of third-party vendors.

11. SLA Exclusions

In addition to the exclusions listed in our General SLA, this SLA for 3CX Services specifically excludes:

  • New 3CX deployments or system migrations.
  • Integration projects (CRM, Microsoft 365, Teams, APIs, etc.).
  • Issues arising from the Client's local area network (LAN), unless the LAN is also under a management contract with NIILAA Inc.
  • Call quality issues caused by insufficient internet bandwidth or local network congestion.
  • Factors outside of our reasonable control, including Force Majeure events (natural disasters, war, etc.).
  • Failures of third-party vendors, including internet, power, or cloud provider outages.
  • Client's hardware, software, or network connectivity not under our management.
  • Unauthorized changes to the environment made by the Client or their agents.
  • Client's failure to follow our reasonable instructions or recommendations.
  • Malicious or negligent actions of the Client's employees or agents.
  • Hardware or software that is designated as End-of-Life by the manufacturer.

12. Reporting & Review

  • Reporting: NIILAA Inc. will provide the Client with a monthly performance report detailing SLA metrics, including system uptime and support ticket response times.
  • Review: This SLA will be reviewed annually by NIILAA Inc. and the Client to ensure it continues to meet the Client's business needs.