Legal
SLA Policy
Last updated: February 2026
This Service Level Agreement sets out the performance standards Top Shelf Solutions AS commits to delivering for all active client engagements.
Core Service Commitments
1. Scope
This SLA applies to all clients of Top Shelf Solutions AS that have an active service agreement in place. Specific targets may be adjusted by mutual written agreement for individual client contracts.
2. Voice Infrastructure Uptime
Top Shelf Solutions AS operates redundant SIP trunk infrastructure with automatic failover. We commit to a minimum of 99.9% monthly uptime for our voice platform. Planned maintenance windows will be communicated at least 48 hours in advance and scheduled outside peak business hours.
Uptime is measured as the percentage of minutes in a calendar month during which the voice platform is operational and capable of handling inbound and outbound calls.
3. Call Handling Standards
- Answer rate: ≥ 95% of all inbound calls answered within 30 seconds
- Abandonment rate: ≤ 5% of inbound calls abandoned before answer
- First contact resolution: ≥ 80% of contacts resolved without callback or escalation
- Average handle time: as agreed per client based on service type and complexity
4. Incident Management
Incidents are classified and responded to as follows:
| Severity | Description | Response Time |
|---|---|---|
| Critical (P1) | Total voice platform outage | < 15 minutes |
| High (P2) | Significant call quality or routing degradation | < 1 hour |
| Medium (P3) | Partial service impact or non-critical feature issue | < 4 hours |
| Low (P4) | Minor issues or enhancement requests | Next business day |
5. Reporting
All active clients receive a weekly performance report covering call volumes, answer rates, resolution rates, and any incidents. Enterprise clients additionally receive real-time dashboard access. Monthly reviews are available on request.
6. Service Credits
Where Top Shelf Solutions AS fails to meet the committed uptime of 99.9% in any calendar month, clients are entitled to a service credit equivalent to one day of monthly fees per full percentage point below the commitment, up to a maximum of 10% of that month's invoice. Credits are applied to the following month's invoice and do not entitle the client to a cash refund.
7. Exclusions
SLA commitments do not apply to downtime or degradation caused by:
- Actions or omissions of the client or their third-party providers
- Force majeure events (natural disasters, government action, etc.)
- Scheduled maintenance communicated in advance
- Third-party PSTN or carrier outages outside our network
8. Contact for SLA Matters
For all SLA-related queries, incident reports, or credit requests, contact your dedicated account manager or email support@topshelfsolutions.pro.