Service Level (SLA)
What we commit to and within what time.
Availability
A monthly availability of 99,5% is targeted for the PBX and panel (excluding planned maintenance). Availability is measured by call setup and panel login working.
Planned maintenance
Maintenance is performed between 02:00-06:00 and announced in the panel at least 24 hours in advance. In maintenance affecting the PBX core, ongoing calls are not dropped; new calls are briefly handled by fallback routing.
Support response times
| Priority | Definition | First response |
|---|---|---|
| Urgent | The service is completely down; calls cannot be received | 2 hours |
| High | An important feature is not working (queue, IVR, assistant) | 8 hours |
| Normal | Single extension/feature problem, settings request | 24 hours |
| Low | Request for information, suggestion or report | 48 hours |
Times run within business days and business hours (09:00-18:00); urgent priority is monitored 7/24. Support tickets are opened from the Support Center inside the panel; the SLA status of each ticket is visible in the panel.
Redundancy and outages
- If the AI assistant or audio bridge becomes unreachable, calls automatically fall to the fallback destination set by the customer (queue, extension, announcement); the caller is not left hanging.
- During a model provider outage the circuit breaker kicks in, new calls are routed to the fallback instantly and the customer is not charged.
- Outages originating from the carrier (number/line) are not covered by the Buluthat SLA; follow-up and communication are handled by Buluthat.
Compensation
If availability falls below the target within a month for reasons attributable to Buluthat, the portion of the affected customer's package fee for that month proportional to the outage rate is added to the next period as balance. The request is made through the Support Center.
Last updated: September 2026.