At CommsCloud, we understand that IoT connectivity is mission-critical—devices can’t afford downtime, and businesses need the assurance that their provider is standing behind every SIM, every session, every connection. Our Service Level Agreement (SLA) is designed to give clients confidence in the quality, reliability, and responsiveness of our services.
1. Service Delivery Commitments
What We Commit To
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High Availability: CommsCloud commits to delivering network and platform uptime of 99.9% or higher across our Cloud Connect SIM ecosystem, powered by floLIVE’s cloud-native core networks.
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Resilient Connectivity: Multi-IMSI and multi-core network failover built into every SIM, ensuring continuous service even when a carrier network experiences outages.
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Performance Assurance: Optimised data session management and local PGW breakout for reduced latency and reliable throughput.
Client Benefit
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Always-on connectivity for devices, even in challenging environments.
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Predictable performance across borders and networks.
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Reduced operational risk with built-in redundancy.
2. Response Times
What We Commit To
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Critical Issues (Severity 1) – Connectivity failures affecting entire fleets or critical services: Initial response within 1 hour, resolution within defined escalation protocols.
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High-Priority Issues (Severity 2) – Service interruptions affecting a subset of devices or major performance degradation: Initial response within 2 hours, target resolution or workaround within 8 business hours.
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Standard Issues (Severity 3) – Non-urgent technical issues or queries: Response within 1 business day, resolution within 3–5 business days.
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Service Requests (Severity 4) – Routine provisioning, configuration, or information requests: Response within 2 business days.
Client Benefit
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Clear expectations on how quickly issues will be addressed.
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Confidence that business-critical incidents will be prioritised and escalated with urgency.
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Faster time to resolution, reducing downtime and disruption.
3. Support Availability
What We Commit To
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Standard Support: Available during business hours (Monday–Friday, 08:00–17:00 SAST).
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24/7 Critical Support: For Severity 1 incidents, CommsCloud provides round-the-clock support coverage, including weekends and holidays.
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Multi-Channel Access: Clients can access support via email, portal (JIRA integration), and WhatsApp handovers, with automatic ticket creation for traceability.
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Proactive Monitoring: Network and device signalling are monitored continuously, enabling early detection and intervention.
Client Benefit
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Assurance that urgent issues are handled no matter when they occur.
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Convenient access to support channels that suit client workflows.
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Proactive resolution of issues before they become customer-visible problems.
4. Escalation Process
What We Commit To
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Tiered escalation through support, operations, and technical leadership.
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Dedicated escalation manager assigned to Severity 1 issues.
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Regular status updates are provided until resolution is achieved.
Client Benefit
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Structured accountability across CommsCloud teams.
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Transparency during incidents with clear communication.
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Confidence that issues will not stall at lower tiers.
5. Service Quality & Reliability
What We Commit To
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Regular reporting on SIM activity, uptime, and incident metrics.
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SLA reviews are aligned with the client’s business needs.
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Continuous improvement of processes and infrastructure.
Client Benefit
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Visibility into service quality through measurable metrics.
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A partner committed to evolving with your business.
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Long-term confidence that CommsCloud is invested in your success.
In Closing
CommsCloud’s SLA is not just a document—it’s a commitment to partnership. Clients can expect:
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Resilient service delivery with built-in redundancy.
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Fast, prioritised response times tailored to the severity of issues.
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Accessible, proactive support whenever and wherever it’s needed.
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Reliable, measurable service quality that underpins business-critical IoT operations.
With CommsCloud, you don’t just get IoT connectivity—you get the confidence that your deployments will run with the service quality and reliability enterprises demand.