Vonage SLA
99.99% uptime guarantee (Premium API Support ($1,650/mo), Enterprise API Support ($5,500/mo), Enterprise Services plan (managed/contract customers) plan only)
Official SLA Commitment
Applies to
Premium API Support ($1,650/mo), Enterprise API Support ($5,500/mo), Enterprise Services plan (managed/contract customers) plans only
Scope
Vonage Communications API platform availability (SMS, Voice, Video, Verify, Messages, and related API services)
Measurement
Not publicly documented; governed by support-plan SLA attached to customer agreement. Marketing cites average uptime and/or availability.
Exclusions
Not publicly documented; contract-specific. Incident handling docs note carrier-side outages beyond Vonage control may be announced but terms vary by agreement.
Not covered
Standard (included) and Essentials ($350/mo) support plans provide SLO response targets only, not a 99.99% platform availability SLA
Promised vs Measured
SLA Promise
99.99%
≤ 4m downtime/month
Measured (30d)
100.00%
≈ < 1m downtime this month
Verdict
Meeting SLA
24h Uptime
100.00%
7d Uptime
100.00%
30d Uptime
100.00%
Pricing & SLA by Tier
| Plan | SLA Guarantee | Price | Meeting 30d? |
|---|---|---|---|
| Standard Support | No uptime SLA | Included | — |
| Essentials Support | No uptime SLA | $350/mo | — |
| Premium Support | 99.99% | $1,650/mo | |
| Enterprise Support | 99.99% | $5,500/mo | |
| API Usage (pay-as-you-go) | No uptime SLA | From $0.0068/SMS (US), per-minute voice, per-channel messaging | — |
Source: vonage.com/pricing
SLA Credit Policy
No public service-credit tier schedule for platform uptime SLA breaches. Managed customers submit billing disputes via Billing Dispute form; unmanaged customers contact API Support. Credits issued as separate credit memos, evaluated case-by-case.
Industry SLA Tier Compliance
| Tier | Downtime Budget/Month | 24h | 7d | 30d |
|---|---|---|---|---|
| 99.9%(three nines) | 43m 12s | |||
| 99.95% | 21m 36s | |||
| 99.99%(four nines)Vonage's SLA | 4m 19s | |||
| 99.999%(five nines) | 26s |
Equivalent Downtime
Last 24 hours
< 1m
Last 7 days
< 1m
Last 30 days
< 1m
Incident Summary (90 days)
Total Incidents
120
Active Now
1
Resolved
119
Avg. Resolution
8h 4m
Vonage SLA: What You Need to Know
Vonage guarantees 99.99% uptime measured as vonage communications api platform availability (sms, voice, video, verify, messages, and related api services). This commitment applies exclusively to Premium API Support ($1,650/mo), Enterprise API Support ($5,500/mo), Enterprise Services plan (managed/contract customers) plan customers — other tiers have no contractual uptime guarantee.
Based on DevHelm's continuous monitoring, Vonage currently shows a 30-day measured uptime of 100.00%. This meets their published SLA commitment of 99.99%.
What's Covered (and What Isn't)
Vonage's SLA specifically covers vonage communications api platform availability (sms, voice, video, verify, messages, and related api services). It explicitly excludes: Standard (included) and Essentials ($350/mo) support plans provide SLO response targets only, not a 99.99% platform availability SLA. This means outages in excluded components don't count toward SLA credits.
Impact on Your Application
At 100.00% uptime, you can expect approximately < 1m of cumulative downtime per year from Vonage alone. If your application depends on additional services, their independent failure probabilities compound — making dependency monitoring essential for maintaining your own SLA commitments.
Monitoring Methodology
DevHelm tracks Vonage's official status page continuously and aggregates component-level status data into uptime percentages. Data is refreshed every 30 seconds. Uptime is calculated as the percentage of time all components report operational status.
