The Talk Enterprise plan includes the 99.5% Usage Service Level Agreement (SLA) . This agreement states that in the event that Zendesk Talk’s service provider, experiences a service interruption, causing a failure in certain Talk functionality, you will receive a usage credit to your account.
The Usage SLA credit is triggered when Talk outages stemming from Twilio failures -- for example, if Zendesk Talk is unable to receive notifications of incoming calls due to a problem with Twilio’s API.
The credited amount is based on the percentage of average usage affected by the outage. If performance of a covered component is < 99.95% over a month, you will receive a percentage credit on the average affected usage.
Credits will be applied as a credit to your Talk usage balance. The Usage SLA applies to Talk usage only, not your Talk license subscription.
Exclusions and terms and conditions apply, contact your Account Executive for more information.