Five9 Service Levels
A. System Availability
Services (as defined in the Master Services Agreement between Customer and Five9) shall be available twenty-four (24) hours a day/seven (7) days a week, at the targeted levels noted below, except for SLA Exclusions. SLA Exclusions include a) unavailability caused by Customer’s or Customer’s end-customer’s network, equipment, or internet connection; b) Scheduled Maintenance, c) service interruptions caused by the providers Five9 contracts with to provide voice connectivity and/or natural language and speech synthesis; or d) force majeure events as defined in the Agreement.
While Five9 does not have any scheduled downtime for VCC Voice, periodic non-Customer impacting maintenance is required. For other Services, Five9 regularly publishes its scheduled periodic maintenance windows and agrees to notify Customer at least seven (7) days in advance of system maintenance activities within these windows (“Scheduled Maintenance”). Other than for Scheduled Maintenance, Five9 shall promptly notify Customer in the event the Services becomes inaccessible and shall use reasonable efforts to resume performance of the Services as soon as practicable.
In the event Five9 does not meet one or more of SLAs listed below, Customer may be eligible to receive a service credit for the affected month.
To receive a credit, Customer must make a written request to Five9 (e.g. via email) within thirty (30) days of the service incident. Amount of service credit will depend upon length and severity of service issues.
In the event a Service covered by one of the following SLAs falls below 97%, Customer may request credit for 100% of the fees for the impacted Service for that month within thirty (30) days of the service incident.
| Service | Guideline | Targeted Uptime | Credits | Credits From |
| VCC Voice (ACD/Dialer) | Availability to make and receive calls | 99.999% | 5% - Less than two hours 10% - Two or more hours | VCC AgentSeat subscription fees (or bundle subscription fee, if VCC ordered as part of a bundle) |
| VCC Email | Availability to send and receive emails | 99.999% | Five9 Email agent seat subscription fees | |
| VCC Chat | Availability to send and receive chats | 99.999% | Five9 Chat agent seat subscription fees | |
| Five9 WFO (powered by Verint) | Service Availability | 99.999% | Five9 Verint WFO subscription fees (for affected service(s)) | |
| Five9 WFO | Service Availability | 99.999% | Five9 WFO subscription fees (for affected service(s)) | |
| Five9 IVA | Service Availability | 99.999% | Five9 IVA subscription fees | |
All other generally available Subscription Services (excluding 3rd party services not provided by Five9) | Service Availability | 99.99% | Subscription fees (for affected services) |
Calculation Method:
Availability = 1‐ (TotalMinutesDown / TotalMinutes)
TotalMinutesDown = TotalImpactedUsers * minutes down (per incident)
TotalMinutes = 365 days / 12 months * 24 hours * 60 minutes * TotalProvisionedUsers
TotalImpactedUsers = number of agents impacted by a particular incident TotalProvisionedUsers = number of agents that are configured to use a particular service
Chronic Failures:
In the event Five9 does not meet an SLA for a particular Service for three consecutive calendar months, Customer shall have the right to terminate that service without penalty if Customer provides notice to Five9 within sixty (60) days following the third consecutive calendar month. Customer understands that any such termination does not entitle Customer to a refund of any fees for services delivered by Five9 and that fees are still payable for services that were delivered and unaffected by the chronic failure up to the date of termination.
B. Incident Response
Five9 Support will be available twenty-four(24) hours per day, three hundred sixty-five (365) days per year. Customer’s named support contacts may reach
Five9 Support by:
- Calling the Telephone hotline (with voicemail available)
- Emailing cases@five9.com
- Logging a case in the Five9 Self Service Portal
Five9 will respond to Customer’s calls for service in accordance with the Response Targets defined below.
| Priority Level | Description | Response Target |
Priority1 | An issue which is causing the Service to become inoperative or severely impaired, which has a severe impact on Customer’s business, and for which there is no alternative processing, fix or workaround. | 15 minutes |
Priority 2 | An issue which is degrading the Service functionality, causing Customer’s business to be significantly affected. | 30 Minutes |
Priority 3 | Malfunctions causing the loss of a few minor Service functions having minor impact on Customer’s business. The Service is operative with some functions being limited, or non-time critical functions being inoperative causing inconvenience to Customer. | 4 hours |
Priority 4 | Single, non-critical, component of the Service is down or degraded. No significant business impact on Customer | 24 hours |
C. Root Cause Analysis (“RCA”)
Five9 will provide an RCA for those incidents that trigger downtime. The RCA will detail the reasons for the failure, the actions taken to restore the Service and any recommendations for service upgrades to help prevent a reoccurrence of the incident.
| RCAType | Description | Response Target from Closure of Incident |
| Final RCA | Final findings to include recommendations for upgrades to prevent reoccurrence of the same incident | 5 Business Days |
