SLA: Service level agreements.

Is there any documentation on this for resellers. I know if my clients are without service I am at the mercy of voipo staff to resolve a issue as I don't have access to the back end to review logs and servers to troubleshoot myself.

I am expected to provide a monetary reward for lack of service but voipo still expects full payment from us. On top of that support is only open 10 to 7 and will not respond unless the issue is critical on the weekends and usually only after Tim or some one tells them to respond.

Hopefully some thought will be put into this when you leave beta and enter production.