Webex Customer Experience Service Level Agreement and Service Level Objective

Publisher

Cisco Systems, Inc. (Cisco Trust Portal)

URL

https://trustportal.cisco.com/c/dam/r/ctp/docs/corporate-policy/sla-slo/webex-customer-experience-sla-slo.pdf

Published

2025-07-01

Updated

unknown

Accessed

2026-09-05

HTTP status

200

License

Cisco proprietary documentation, all rights reserved; no-redistribution; short excerpts and locators only

Claims citing this source

• The Webex Customer Experience service level agreement and service level objective is a separate document type that states availability commitments and is not where data handling or retention is published. fact in context
• The Webex Customer Experience agreement sets a target availability of 99.999 percent on the standard tier and 100 percent on the gold tier, measured over 1 calendar month, and states these are targets rather than warranties. fact in context
• The Webex Customer Experience service level agreement defines core services to include the ability to record voice calls, and contains no data durability, data loss or retention commitment anywhere. fact in context
• Service credits scale from 5 percent of the monthly committed subscription amount up to 100 percent as availability falls, with different bands for the standard and gold tiers, and a credit is the customer's sole and exclusive remedy. fact in context
• Qualifying downtime excludes use of beta, evaluation or trial versions, non-Cisco integrations, customer misconfiguration, internet outages, cyber attacks and other events outside Cisco's reasonable control. fact in context
• The root cause analysis objective for a severity 1 incident is 10 Cisco business days on the standard tier and 3 on the gold tier. fact in context
• The Webex Customer Experience service level agreement applies to orders placed on or after 31 July 2025 for Webex Contact Center ordered under a named part number, Webex Connect and Webex Campaign, and does not name Webex Contact Center Enterprise or Webex Engage. fact in context

Cite this source record

APA

WarmTransfer. (2025, July 1). Webex Customer Experience Service Level Agreement and Service Level Objective. WarmTransfer. https://warmtransfer.net/knowledge/sources/cisco-trustportal-webex-cx-sla-slo

BibTeX

@misc{warmtransfer-cisco-trustportal-webex-cx-sla-slo,
  title  = {Webex Customer Experience Service Level Agreement and Service Level Objective},
  author = {{WarmTransfer}},
  year   = {2025},
  url    = {https://warmtransfer.net/knowledge/sources/cisco-trustportal-webex-cx-sla-slo},
  note   = {Cisco Systems, Inc. (Cisco Trust Portal), accessed 2026-09-05}
}