Salted CX powers your contact center across voice and digital channels. This page explains our service availability commitments and what to expect when a service interruption occurs.
Our availability commitment
| Service level | Availability commitment |
|---|---|
| Standard | 99.9% |
| With a support contract | 99.99% |
Availability is measured over each calendar month for the production services covered by your agreement.
Your agreement specifies the applicable service level and any additional terms.
What the SLA covers
The SLA covers the Salted production services included in your subscription. Depending on your deployment, these may include:
- Conversation handling: Salted services for receiving, managing, and sending conversations across your configured channels.
- Agent Desktop: the workspace your team uses to access and handle conversations.
- AI Agents: Salted services supporting automated conversations and collaboration between AI and human agents.
- Quality Intelligence and Conversation Intelligence: the services used to review and analyze conversations.
Coverage follows the services you use, whether you run your contact center on Salted or use selected Salted capabilities alongside an existing platform.
How availability is measured
Availability is the percentage of time a covered service is operational during the calendar month, after applying the exclusions defined in your agreement.
Monthly availability = (eligible minutes − downtime minutes) ÷ eligible minutes × 100
An interruption counts as downtime when a covered service cannot perform its core function for your production environment. An incident affecting one channel or service is assessed against that affected service; other services remaining operational does not erase the interruption.
Availability, processing speed, and support response time are different measures. Any additional commitments for processing times or support responses are specified separately in your agreement.
Connected services and customer-managed systems
Your contact center may also depend on telecommunications carriers, messaging networks, identity providers, business systems, or automation you operate yourself.
An interruption originating in a customer-managed system or an external service outside the agreed Salted service boundary may fall outside this SLA. Any exclusion applies only to the impact caused by that system, as defined in your agreement.
The service boundary is particularly relevant when you bring your own carrier, AI provider, or automation infrastructure.
Maintenance and incident updates
We plan maintenance to minimize disruption to your operation. When maintenance is expected to affect availability, we communicate the affected services, expected impact, and planned timing in advance.
Our status page provides updates on service incidents and scheduled maintenance. Your agreement defines how planned maintenance is treated in the availability calculation.
If you experience an issue, contact Salted support through your agreed support channel. Include when the issue started, the affected channel or service, and relevant examples so we can investigate.
Support and SLA remedies
Customers with a support contract receive the 99.99% availability commitment. Support coverage, response times, and escalation procedures are defined in that contract.
If you believe we have missed your availability commitment, contact support to request an SLA review. Any applicable service credits, eligibility requirements, and claim deadlines are governed by your agreement.