Request credits for SLA breaches
Unfortunately, despite our best efforts, downtimes can occasionally occur. At Mixvoip, we strive to maintain uninterrupted service and react swiftly to restore services within the parameters defined in our SLA contract, which provides above industry standards. We understand the impact of any disruption and are committed to upholding our high service standards. If you have experienced an issue, please fill in the form below to request your Service Level Agreement credits. We value your business and appreciate your understanding.
Enter your downtime details
Claim Process
To initiate an SLA credit claim, you must open a ticket for each incident that might lead to an SLA claim through one of the following methods:
- Advanced support submission: For detailed reporting and faster response times, please use our advanced form.
- Quick web form: Submit your issue quickly via our simpler form.
- E-mail: Send details to support@mixvoip.com.
We highly recommend the advanced support submission for efficient processing. Once a ticket is opened, SLA parameters such as Maximum Response Time (MRT), Maximum Time to Intervene (TTI), and Maximum Time to Recover (TTR) are activated. You must include the ticket reference in your SLA Claim submission form to be eligible for credits.
| Question | Answer |
|---|---|
Do you transfer SLA credits to my bank account? | We usually do not transfer SLA credits to your bank account. Instead, we issue a credit notice and deduct the amount from your next month's invoice. This method ensures that your account balance is adjusted accurately and efficiently. |
How long does it take to get my SLA credit claim approved? | Once you fill out the form on our SLA claim page, we strive to process your claim as quickly as possible. Typically, it takes us between 2-3 weeks to analyze your claim and issue the credit notice. This time frame allows us to thoroughly investigate the reported issue and ensure accurate credit issuance. |