⚡ Quick answer
• MyOperator guarantees 99 % service uptime (≤ 20 self-test failures per month).
• Support acknowledges incidents within 2 – 8 business hours and targets a workaround or resolution within 4 – 24 business hours, depending on severity.
• A tiered three-level escalation matrix (Support → Level 1 → Level 2) is available if targets are missed.
• Monthly rental refunds of 5 % – 100 % apply when uptime falls below the 99 % target.
Consult this FAQ if you need the authoritative SLA details for contracts, audits, or to know exactly when—and to whom—you can escalate unresolved MyOperator issues.
Term | Meaning |
Client | Any paid subscriber to MyOperator services |
MyOperator | VoiceTree Technologies Pvt Ltd, 1st Floor, 35 Ramkumar Marg, New Delhi 110055 |
Customer Support | Assistance MyOperator provides to help Clients resolve service issues |
Service | Any MyOperator offering listed on www.myoperator.co |
Incident | Events or circumstances that breach, or risk breaching, a Service Level |
• These Service Levels apply for the entire initial subscription term. Renewals inherit the SLA that is current on the renewal date.
• MyOperator alone classifies each Incident according to the severity definitions in Section 5.
• If response or resolution targets are missed, Clients may invoke the escalation matrix in Section 8.
• Points not covered here fall under MyOperator’s General Terms of Service, Privacy Policy, and other governing documents.
The stated Service Levels do not cover performance or availability issues:
Channel | How to register an Incident |
Phone / Helpdesk | +91 92129 92129 |
A valid Incident must be logged via one of the above channels before response-time clocks start.
Severity | Name |
1 – Normal | Business-operation issues (e.g., reconciliations, logs) |
2 – Minimal | Non-disabling or cosmetic errors; service is inaccessible only for a specific user |
3 – Severe | Major functions impaired, but workaround available (e.g., slow server response) |
4 – Fatal | Service unusable; no useful work possible (e.g., server inaccessible) |
Severity | Acknowledge time | Work-around target | Permanent fix target |
1 – Normal | 8 business hours | 24 business hours | 96 business hours |
2 – Minimal | 4 business hours | 16 business hours | 72 business hours |
3 – Severe | 3 business hours | 8 business hours | 48 business hours |
4 – Fatal | 2 business hours | 4 business hours | 24 business hours |
Technical Support works continuously until resolution and provides periodic status updates by email or phone.
• Uptime target: 99 % per calendar month.
• Measurement: Automated self-tests run every 20 minutes (72 checks/day). Each failed check counts as one Incident. ≤ 20 Incidents/month = 99 % uptime.
• Scheduled downtime:– Max 2 events per 2 weeks, ≤ 2 hours each– Always planned during non-working hours and communicated in advance
• Monthly rental refund matrix
Monthly Incidents | Refund of Monthly Rental |
0 – 20 | 0 % |
21 – 40 | 5 % |
41 – 200 | 10 % |
201 – 600 | 50 % |
601 + | 100 % |
Tier | Contact point | Contact details | When to use |
1 | Customer Support | +91 81029 81029 email - support@myoperator.com | First report or follow-up |
2 | Level 1 Escalation | escalation@myoperator.com | If the Tier 1 response is delayed or the solution is unsatisfactory |
3 | Level 2 Escalation | Escalation Form (ticket ID from Tier 2 required) | High-impact or unresolved issues needing senior attention |
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