Service availability, support commitments and operational expectations for 24IThub LLC services.
Effective Date: June 19, 2026
This Service Level Agreement outlines the service expectations, availability approach, support practices, maintenance policies, and customer responsibilities related to 24IThub LLC hosting, cloud communications, SIP trunk, hosted PBX, virtual number, toll-free number, and related infrastructure services.
This Service Level Agreement (SLA) describes the service availability, support commitments, maintenance practices, and service expectations provided by 24IThub LLC for hosting services, cloud dialers, SIP trunk services, hosted PBX, virtual numbers, toll-free numbers, and related communication services.
24IThub LLC strives to maintain reliable service availability and consistent performance. While we aim for 99.9% uptime where commercially reasonable, service availability is not guaranteed and may be affected by factors beyond our reasonable control.
Routine maintenance, software upgrades, security updates, server optimization, network improvements, and infrastructure changes may be performed periodically. Whenever practical, advance notice may be provided for scheduled maintenance activities.
24IThub LLC reserves the right to perform emergency maintenance without prior notice when required to protect network stability, service security, customer data, telecom infrastructure, or service continuity.
We continuously monitor and maintain our infrastructure to support performance, security, and reliability. Network performance may depend on third-party data centers, telecom carriers, cloud providers, upstream providers, internet backbones, and customer-side connectivity.
Technical support is available through official support channels including support tickets, email, customer portal, and other approved communication methods. Support availability and response handling may vary depending on the nature, severity, and complexity of the issue.
Critical service-impacting issues are prioritized. Response times may vary depending on issue severity, customer cooperation, workload, dependencies, and third-party carrier or provider response times. Response targets are not guaranteed resolution times.
Customers are responsible for maintaining secure credentials, correct service configurations, lawful usage, internal backups, application security, payment obligations, telecom compliance, and promptly reporting service issues through approved support channels.
Temporary interruptions may occur due to hardware failures, software errors, cyberattacks, carrier outages, data center issues, internet disruptions, force majeure events, customer-side problems, maintenance, or other circumstances beyond our reasonable control.
Customers remain responsible for maintaining independent backups of websites, applications, databases, call recordings, reports, CDRs, dialer data, PBX configurations, and any other critical business data unless a separate written backup service agreement is in place.
Certain services may rely on third-party carriers, telecom providers, data centers, cloud providers, payment processors, domain registrars, software vendors, and upstream infrastructure partners. 24IThub LLC is not responsible for outages, delays, pricing changes, restrictions, or service failures caused by third parties.
DID numbers, toll-free numbers, SIP trunks, hosted PBX, routing, caller ID, call quality, and voice delivery may depend on carrier networks, regulatory requirements, number availability, routing policies, KYC approvals, and acceptable use compliance. Availability of telecom services may vary by country, region, and carrier.
24IThub LLC implements reasonable administrative, technical, and operational safeguards to protect services and infrastructure. Customers must comply with all applicable laws, telecom regulations, anti-fraud rules, spam restrictions, KYC requirements, and service policies.
This SLA does not apply to interruptions caused by customer misuse, fraud, prohibited activities, unpaid invoices, incorrect configuration, third-party outages, domain/DNS issues, force majeure events, scheduled maintenance, emergency maintenance, or violations of our Terms and Acceptable Use Policy.
Unless explicitly agreed in writing, service interruptions, maintenance activities, degraded performance, outages, or delays do not automatically qualify customers for refunds, credits, discounts, compensation, or liability claims. Any service credit, if applicable, must be approved in writing by 24IThub LLC.
24IThub LLC shall not be liable for indirect, incidental, consequential, special, punitive, business, revenue, profit, data, reputation, or operational losses arising from service interruptions, outages, delays, configuration issues, carrier failures, or performance issues.
24IThub LLC reserves the right to update, revise, or modify this Service Level Agreement at any time. Continued use of our services after such modifications constitutes acceptance of the updated SLA.
