Our commitment to reliability, transparency and quality of service across all Voice Cloud Digital products. This document sets out our support commitments, response time targets and service availability targets. All commitments represent operational targets, not guarantees, and are subject to the Limitation of Liability section of this document.
Version 1.1 · Effective July 2026 · Review Date July 2027
Voice Cloud Digital's Hosted Voice service is delivered over a redundant, carrier grade cloud platform. The following target commitments apply to all active Hosted Voice services. These represent operational targets, not absolute guarantees.
| Metric | Commitment |
|---|---|
| Service Availability | 99.9% uptime target per calendar month |
| Planned Maintenance Window | Nights and weekends with prior notification |
| Emergency Maintenance | As required; customers notified as soon as practicable |
Response
1 Business Hour
Target
4 Business Hours
Response
2 Business Hours
Target
8 Business Hours
Response
4 Business Hours
Target
Next Business Day
Response
1 Business Day
Target
3 Business Days
| Channel | Hours | Contact |
|---|---|---|
| Phone Support | Monday to Friday, 9am to 5pm AEST | 1300 365 316 |
| Email / Ticket | Monitored during business hours | hello@voiceclouddigital.com.au |
| Emergency Escalation | Carrier 24/7 · VCD business hours | hello@voiceclouddigital.com.au |
Planned maintenance is scheduled outside of business hours wherever possible. Customers will receive a minimum of 5 business days notice for planned maintenance windows. Emergency maintenance may be conducted without advance notice where there is a risk to service stability or security.
Voice Cloud Digital provides business mobile services using the Telstra Wholesale Mobile Network. This document outlines our customer service commitments. It is not a Telstra Wholesale Service Level Agreement.
| Feature | Details |
|---|---|
| Underlying Network | Telstra Wholesale Mobile Network |
| Coverage | Australia wide coverage where Telstra network is available |
| 5G Access | Available on compatible plans in supported areas using a compatible 5G device |
| Network Speeds | Actual speeds vary depending on location, device capability, congestion and other factors |
| Speed Caps | Some plans include download speed caps as outlined in the relevant Critical Information Summary |
Telstra 4G/5G Wholesale Coverage Map
Check coverage at your premises or on the go using the official Telstra Wholesale coverage map.
| Service | Our Commitment |
|---|---|
| Customer Support | Australian based business support during business hours |
| Fault Logging | Faults acknowledged as soon as practicable after being reported |
| Fault Escalation | Faults escalated to the upstream carrier for investigation and resolution where required |
| SIM Replacement | Replacement SIMs arranged as quickly as possible, subject to stock availability |
| New Activations | Processed promptly once identity verification and carrier approval are complete |
| Mobile Number Porting | Completed in accordance with industry porting processes and carrier timeframes |
| Coverage Information | Coverage maps available on request; actual coverage depends on location |
| Planned Maintenance | Customers notified of planned outages where advance notice is provided by the carrier |
Voice Cloud Digital delivers NBN services through our upstream partner, Aussie Broadband. NBN services are subject to industry standard nbn Co wholesale SLA timeframes for fault rectification. The timeframes below are the standard target commitments that apply to your service. Actual restoration times may vary depending on fault complexity, location and carrier response.
Response
1 Hour
Target
12 Hours
Response
4 Hours
Target
1 Business Day
Response
8 Hours
Target
2 Business Days
nbn Co is responsible for the physical access network connecting your premises to the nbn broadband network. Aussie Broadband, as the retail service provider, is responsible for delivering your service over the nbn network and managing fault escalation with nbn Co. Voice Cloud Digital manages all customer facing support, billing and communications.
The following table shows the industry standard nbn Co wholesale SLA timeframes. These are the commitments nbn provides to Aussie Broadband as the upstream provider, and which flow through to your service.
| SLA Tier | Operational Period | Rectification Time |
|---|---|---|
| Standard | 8am to 5pm, business days | 5pm next business day |
| Enhanced 12 | 7am to 9pm | 12 hours |
| Enhanced 8 | 7am to 9pm | 8 hours |
| Enhanced 12 (24/7) | 24/7 | 12 hours |
| Enhanced 8 (24/7) | 24/7 | 8 hours |
| Enhanced 6 | 7am to 9pm | 6 hours |
| Enhanced 4 | 7am to 9pm | 4 hours |
| Enhanced 6 (24/7) | 24/7 | 6 hours |
| Enhanced 4 (24/7) | 24/7 | 4 hours |
Voice Cloud Digital supplies a range of hardware including IP handsets, routers and peripheral devices. The following commitments apply to hardware supplied by us. Warranty periods are subject to the respective manufacturer's terms and conditions.
| Item | Warranty Period | Provider |
|---|---|---|
| IP Handsets | 1 to 3 years | Manufacturer warranty (Yealink, Grandstream, Fanvil) |
| Routers & Modems | 1 to 2 years | Manufacturer warranty |
| Headsets | 1 to 2 years | Manufacturer warranty |
| Cabling & Accessories | 90 days | Voice Cloud Digital |
| Total Agreement Term | 1 to 5 years | Warranty covered for the full agreement term signed |
Hardware found to be faulty on arrival will be replaced at no cost, subject to vendor confirmation of the fault, provided the fault is reported within 14 days of delivery. Voice Cloud Digital will arrange a replacement and manage the return with the vendor.
| Step | Action | Timeframe |
|---|---|---|
| 1 | Report DOA to Voice Cloud Digital | Within 14 days of delivery |
| 2 | Fault confirmed and RMA raised with vendor | 1 to 2 business days |
| 3 | Replacement dispatched | 2 to 5 business days |
| Fault Type | Process | Timeframe |
|---|---|---|
| In warranty hardware fault | RMA raised with vendor, replacement dispatched | 2 to 5 business days |
| Out of warranty hardware fault | Quote provided for replacement or repair | 1 to 2 business days for quote |
| Advance replacement (eligible plans) | Replacement dispatched before faulty unit returned | 1 to 2 business days |
Extended Warranty on Long Term Agreements
Where a customer signs up for a 3 to 5 year agreement, Voice Cloud Digital will include hardware warranty cover for the full length of that contract term, in place of the standard manufacturer warranty period listed above. This is subject to manufacturer support and parts availability for the relevant model.
Voice Cloud Digital provides professional services for implementation, configuration and ongoing support of your communications environment.
| Service | Availability | Target Response |
|---|---|---|
| Remote troubleshooting | Business hours | Within 1 business hour |
| Configuration changes | Business hours | Within 4 business hours |
| Software updates | Scheduled outside business hours | Planned maintenance window |
| Account management | Business hours | Same business day |
| Service | Coverage | Target Response |
|---|---|---|
| Onsite installation | Sydney Metro and selected regional areas | By appointment, 2 to 5 business days |
| Onsite troubleshooting | Sydney Metro and selected regional areas | Next business day for Critical faults |
| Cabling services | Sydney Metro | By appointment |
| National onsite support | Arranged via partner network | 1 to 3 business days |
| Service | Availability | Contact Method |
|---|---|---|
| Critical fault escalation | Carrier 24/7 · VCD business hours | hello@voiceclouddigital.com.au |
| Non critical support | Next business day | 1300 365 316 |
| Emergency call diversion | 24/7 | hello@voiceclouddigital.com.au |
In the event of a service disruption, Voice Cloud Digital offers a range of business continuity options to keep your business connected. These options can be configured as part of your service plan or activated on request.
Automatic Call Diversion
Calls can be diverted to mobiles or alternate numbers during an outage
4G Failover Available
4G modem will need to be supplied upon request of each customer
Mobile App
The Voice Cloud mobile app continues to operate independently
Remote Softphones
Softphones can be used from any location with internet access
Disaster Recovery
Custom disaster recovery plans available for your business
Need a custom disaster recovery plan?
Call us on 1300 365 316 to discuss continuity options tailored to your business.
Every fault follows a structured escalation path to ensure it reaches the right level of expertise as quickly as possible. The diagram below shows the typical lifecycle of a fault from initial report to resolution.
Customer Reports Fault
You log the fault via phone, email or ticket portal
Voice Cloud Support
Level 1 triage and initial diagnosis
Level 2 Engineer
Advanced troubleshooting and configuration
Carrier Escalation
Escalated to upstream carrier (Telstra, Aussie Broadband or nbn)
Vendor Engineering
Platform or hardware vendor engineering team engaged
Resolution
Service restored and customer notified
The following table outlines what is included in your Voice Cloud Digital support commitment, and what falls outside our scope of support.
The following terms are used throughout this document. Understanding these terms will help you interpret our service commitments.
| Term | Meaning |
|---|---|
| Response Time | The time from when a fault is logged until an engineer starts working on it |
| Restoration Target | The target time to restore service to full operation |
| Rectification Time | The maximum time to resolve a fault once work has commenced |
| Planned Maintenance | Scheduled maintenance work notified to customers in advance |
| Business Hours | Monday to Friday, 9am to 5pm AEST, excluding public holidays |
| Critical Fault | A fault where the service is completely unavailable |
| eSLA | Enhanced Service Level Agreement providing faster fault rectification |
| Uptime | The percentage of time a service is available, excluding planned maintenance |
| RMA | Return Merchandise Authorisation, the process for returning faulty hardware |
| DOA | Dead on Arrival, hardware found faulty within 14 days of delivery |
This Service Level Agreement does not cover service degradation or outages caused by the following circumstances. Voice Cloud Digital will use reasonable efforts to assist where possible, but service credits and restoration targets do not apply to excluded events.
The following limitations apply to all services provided by Voice Cloud Digital. These limitations are designed to ensure fairness and sustainability of the services we provide to all customers.
Where Voice Cloud Digital fails to meet a commitment set out in this SLA, the customer's sole and exclusive remedy shall be the payment of a service credit as determined by their individual service agreement. Service credits are calculated based on the affected service and the duration of the failure, and are applied as a credit against future invoices. No cash refunds, penalty payments or other compensation will be provided.
To the maximum extent permitted by law, Voice Cloud Digital's aggregate liability arising out of or relating to the services provided under this SLA, whether in contract, tort (including negligence), breach of statutory duty or otherwise, shall not exceed the total fees paid by the customer to Voice Cloud Digital for the affected service during the month in which the failure occurred.
Under no circumstances shall Voice Cloud Digital be liable for any indirect, incidental, special, consequential or punitive damages, including but not limited to loss of revenue, loss of profits, loss of business, loss of anticipated savings, loss of data, loss of goodwill or loss of opportunity, whether arising in contract, tort (including negligence), breach of statutory duty or otherwise, even if Voice Cloud Digital has been advised of the possibility of such loss or damage.
All response times, restoration targets and availability percentages set out in this SLA represent operational targets based on reasonable industry standards. They do not constitute absolute guarantees or warranties of performance. Service availability and fault restoration depend on many factors including carrier performance, network conditions, premises equipment and environmental factors, many of which are outside Voice Cloud Digital's control.
This SLA is an agreement between Voice Cloud Digital and the customer. It does not confer any rights, benefits or claims on any third party, including end users, employees, contractors or affiliates of the customer.
Voice Cloud Digital reserves the right to update or amend this Service Level Agreement at any time. Any changes will be published with a revised version number and effective date. Continued use of Voice Cloud Digital services following publication of an updated SLA constitutes acceptance of the revised terms. It is the customer's responsibility to review this document periodically.
Where Voice Cloud Digital resells services supplied by third party carriers (including Hosted Voice upstream carriers, Telstra Wholesale and NBN providers), carrier restoration targets and operational commitments apply. Voice Cloud Digital will manage all fault logging, escalation and customer communications on your behalf. Service credits, where applicable, are determined in accordance with your individual service agreement. This page is provided for general information purposes only and does not override or replace the binding terms of your service agreement.
The response times, restoration targets and availability commitments set out in this document represent good faith operational targets. They are not guarantees or warranties of performance. Voice Cloud Digital's total liability arising from any failure to meet a commitment under this SLA, whether in contract, tort (including negligence) or otherwise, is limited to the payment of applicable service credits as the sole and exclusive remedy. Under no circumstances shall Voice Cloud Digital be liable for any indirect, incidental, special, consequential or punitive damages, including loss of revenue, loss of profits, loss of business, loss of data or loss of opportunity, howsoever arising.
Voice Cloud Digital reserves the right to amend this Service Level Agreement at any time. Updated versions will be published with a revised version number and effective date. Continued use of services after an update constitutes acceptance of the revised terms. This SLA does not create any third party rights or beneficiary claims.
© 2026 Voice Cloud Digital Pty Ltd. All rights reserved.