# Webex service level agreements and objectives

Canonical: https://warmtransfer.net/knowledge/webex-sla-commitments

Last verified: 2026-09-24

Cisco Webex publishes uptime figures, architecture targets, and support response commitments across marketing communications, architectural white papers, and operations documentation[^2][^38][^20]. Cisco's Offer Descriptions and Supplemental Terms directory lists several Webex offers, but it contains no document titled as a Webex service level agreement (SLA)[^27].

## Availability targets and architecture

A Cisco blog post dated 2025-04-28 states that Cisco backs Webex Calling and Webex Contact Center with a 99.999% SLA[^2]. That post states that the globally distributed Webex infrastructure achieved 99.999% availability over the preceding 24 months, which it describes as under 6 minutes of downtime per year[^1]. The 2025 reliability blog credits this availability to an architecture spanning more than 20 data centers operating in active-active geo-redundant configurations[^3]. A June 2026 Cisco Live blog post restates that Webex Calling offers a 99.999% SLA together with site survivability[^5].

A Cisco blog updated on 2025-08-19 states that Webex Contact Center multi-availability-zone (multi-AZ) infrastructure supports 99.999% uptime[^7]. Architectural documentation notes that all Webex Contact Center infrastructure components and services run across 3 AWS availability zones, each representing an independent physical facility with separate utilities[^46]. The contact center platform includes kill switches and circuit breakers that permit disabling specific features for individual or all customers to prevent cascading outages[^44]. Automated synthetic tests run periodically, and test failures are treated as real incidents affecting customers[^45].

Earlier documentation, specifically the Webex Calling Security White Paper updated on 2021-08-24, states that Webex Calling was designed for carrier-class availability of 99.99%[^38]. That paper notes voice call control and service components fail over between data centers automatically in near real time during data center failures[^39]. For scheduled maintenance updates, the 2021 paper references status.broadsoft.com[^40]. In the field, a UK G-Cloud 14 listing for Cisco Webex lists a 99.99% Service Availability Target for the Webex Platform, referring prospective buyers to Cisco for complete SLA terms[^23].

WarmTransfer's reading of the sources is that the public 99.999% figures for Webex Calling and Webex Contact Center derive from marketing blog entries without contractual terms such as downtime definitions, calculation periods, exclusions, or service credit schedules[^26].

## Service offerings and third-party scopes

For Webex Interact, the SLA defines a 99.95% availability minimum scoped to the inbound and outbound delivery of SMS through UK mobile operator SMS centres[^24]. The Webex Interact terms specify no service credits, provide investigation via the support portal as the sole remedy, and exclude delays caused by the originating network operator[^25].

CallTower's customer SLA excludes issues with cloud providers outside its network, naming Cisco Webex, Microsoft Teams, and Zoom, from its uptime calculations[^6]. WarmTransfer's reading of the sources is that reseller-published SLAs establish obligations only between the reseller and customer, rather than documenting Cisco's direct commitments[^30].

## Dedicated Instance operational targets

The Webex Partner operations guide for Webex Calling Dedicated Instance specifies no availability percentage target and defines no service credits[^12]. Dedicated Instance support response targets are 15 minutes for Severity 1 and 30 minutes for Severity 2, while targets for Severity 3 are 1 business day and Severity 4 are 3 business days[^20][^22].

| Severity | Dedicated Instance response target | Coverage commitment |
| --- | --- | --- |
| Severity 1 | 15 minutes[^20] | 24x7 resources from Cisco and partner[^19] |
| Severity 2 | 30 minutes[^20] | Standard Business Hours[^19] |
| Severity 3 | 1 business day[^22] | Standard Business Hours[^19] |
| Severity 4 | 3 business days[^22] | Standard Business Hours[^19] |

Cisco's performance objective is to meet Severity 3 and Severity 4 initial response targets at least 95% of the time[^21].

For Dedicated Instance maintenance that causes disruption to calling services, Cisco issues written notice to partners at least 10 calendar days beforehand[^13]. A Dedicated Instance partner may reschedule a planned upgrade once, up to a week before the scheduled upgrade[^14]. In emergency scenarios, including addressing critical security vulnerabilities or expiring certificates, maintenance windows cannot be altered[^11]. Enrolled partners receive Control Hub alerts when outages to core services begin and end[^16].

Following an incident on Dedicated Instance, Cisco supplies remediation and a high-level root cause analysis (RCA), but omits low-level infrastructure data[^17]. The partner documentation establishes no specific delivery deadline for this RCA[^18].

## Outage communications and incident analysis

Cisco hosts real-time platform health information at status.webex.com, which includes separate commercial and government environments[^32]. Incident logs remain viewable on the status page for up to 90 days[^31]. Subscribers can track incident status through RSS or email, with email alerts containing an unsubscribe link[^34]. Platform updates can be routed into Webex spaces by integrating Rss.bot@webex.bot with the feed at status.webex.com/history.rss[^33].

From 1 August 2025, Webex Contact Center incident, maintenance and complex feature rollout notifications are consolidated under the Webex Global Service Status page, replacing earlier Contact Center notification channels[^42]. This alert documentation contains no advance notice window for scheduled maintenance and no root cause analysis timelines[^43]. Control Hub maintenance notifications are enabled by default, covering outages and maintenance communications, and can be directed to Webex App spaces or up to 30 email recipients[^8].

For multi-tenant outages, customers request an RCA or reason for outage (RFO) by submitting a ticket to Webex Technical Support[^29]. The request documentation sets no delivery schedule, no minimum eligibility thresholds, and no required report contents[^28]. For security incidents, the 2021 Security White Paper outlines a 7-stage incident handling framework governed by an incident response time SLA, though it does not publish the underlying response metrics[^41].

## See also

- [Webex Contact Center queues teams and routing strategies](https://warmtransfer.net/knowledge/webex-cc-routing)
- [Webex Contact Center recording and contact data retention](https://warmtransfer.net/knowledge/webex-cc-recording-retention)
- [Webex Contact Center data locality by country](https://warmtransfer.net/knowledge/webex-cc-data-locality)
- [The Cisco Trust Portal as a monitorable document source](https://warmtransfer.net/knowledge/cisco-trust-portal-documents)
- [Cisco offer disclosures as an evidence class](https://warmtransfer.net/knowledge/cisco-offer-disclosures)

## Applicability

Applies to: Cisco Webex Calling; Webex Contact Center, Cisco Webex Calling, Cisco Webex Calling Dedicated Instance, Cisco Webex offers, Cisco Webex Contact Center, Conscia Group UK (reseller) Cisco Webex, Cisco (IMImobile) Webex Interact, CallTower voice services, Cisco Webex services, and Cisco Webex Control Hub. Deployments: multi-tenant and dedicated instance. Sources checked 2026-09-24. The Webex Interact SLA is specifically restricted to SMS delivered or received via UK mobile network operator SMS centres[^24]. Dedicated Instance operational rules apply to partner management flows[^12]. From 1 August 2025, Webex Contact Center incident, maintenance and complex feature rollout notifications are consolidated under the Webex Global Service Status page[^42].

## What remains uncertain

Reading the Cisco Trust Portal Webex SLA and SLO documents (registry id cisco-trustportal-webex-cx-sla-slo) is not covered by the sources below. Extracting SLA and support sections from the Webex Contact Center Offer Description PDF is not covered by the sources below. Cisco direct service credit tiers per availability band for Webex Calling and Webex Contact Center are not covered by the sources below. The Cisco definition of downtime, along with its measurement window and exclusions such as scheduled maintenance and customer networks, is not covered by the sources below. RCA delivery objectives for multi-tenant Webex Calling and Webex Contact Center incidents are not covered by the sources below. Dedicated Instance availability commitments, if any exist beyond partner support response times, are not covered by the sources below. Whether Webex Contact Center routing and queueing are measured as core services in availability calculations is not covered by the sources below. Advance notice periods for multi-tenant Webex Calling and Webex Contact Center planned maintenance are not covered by the sources below.

## Sources

[^1]: The same Cisco blog post states the globally distributed Webex infrastructure delivered 99.999% availability over the preceding 24 months, described as less than six minutes of downtime per year. Source: [Unmatched, enterprise-grade reliability with Webex Calling](https://blog.webex.com/collaboration/unmatched-enterprise-grade-reliability-with-webex-calling/), body paragraph on historical availability. Checked 2026-09-24.
[^2]: A Cisco Webex blog post dated 2025-04-28 states that Cisco backs Webex Calling and Webex Contact Center with a 99.999% SLA. Source: [Unmatched, enterprise-grade reliability with Webex Calling](https://blog.webex.com/collaboration/unmatched-enterprise-grade-reliability-with-webex-calling/), body paragraph on SLA (second half of post). Checked 2026-09-24.
[^3]: The 2025 Cisco reliability blog attributes Webex Calling availability to a globally distributed architecture of more than 20 data centers with active-active geo-redundant configurations. Source: [Unmatched, enterprise-grade reliability with Webex Calling](https://blog.webex.com/collaboration/unmatched-enterprise-grade-reliability-with-webex-calling/), body paragraphs on architecture. Checked 2026-09-24.
[^4]: Cisco sources give two different availability figures for Webex Calling: 99.99% in the 2021 security white paper and a 99.999% SLA in 2025 and 2026 blog posts; no reviewed source reconciles them or states which figure a contract uses (disputed). Source: [Webex Calling Security White Paper](https://www.cisco.com/c/en/us/products/collateral/conferencing/webex-control-hub/white-paper-c11-743446.html), section 7 Availability (versus blog SLA paragraphs). Checked 2026-09-24.
[^5]: A June 2026 Cisco Live blog post restates that Webex Calling offers a 99.999% SLA together with site survivability. Source: [Cisco Live 2026: Cisco Calling AI and Hybrid Innovation](https://blog.webex.com/collaboration/cisco-live-2026-advancing-cisco-calling-with-ai-hybrid-flexibility-resilience/), resilience paragraph. Checked 2026-09-24.
[^6]: CallTower's customer SLA excludes issues with cloud providers outside its network, naming Cisco Webex, Microsoft Teams and Zoom, from its uptime calculations. Source: [Customer Service Level Agreements (SLA) - CallTower](https://calltower.com/customer-service-level-agreements/), Service Level Commitment For Voice Services. Checked 2026-09-24.
[^7]: A Cisco blog on Webex Contact Center (updated 2025-08-19) states that Webex's multi-AZ infrastructure supports 99.999% uptime for the contact center. Source: [8 reasons Webex is the ideal choice for modern contact centers](https://blog.webex.com/customer-experience/the-top-eight-reasons-webex-is-the-ideal-choice-for-modern-contact-centers/), reason 6: Built-in security, compliance, and unmatched reliability. Checked 2026-09-24.
[^8]: Control Hub maintenance alerts carry notifications about maintenance, outages and incident communication, are enabled by default, and can be delivered by email to up to 30 addresses or to Webex App spaces. Source: [Notifications in Control Hub](https://help.webex.com/article/nlxh072/Manage-Alerts-for-Advanced-Diagnostics-and-Troubleshooting-in-Control-Hub), Maintenance alerts section. Checked 2026-09-24.
[^9]: The Webex Connect Offer Description links to the Cisco Trust Portal filtered to the SLA document type, which suggests Cisco publishes that SLA on the Trust Portal (inferred). Source: [Offer Description - Webex Connect](https://www.cisco.com/c/dam/en_us/about/doing_business/legal/OfferDescriptions/webex-connect-offer-description.pdf), hyperlink to trustportal.cisco.com with doctype=SLA. Checked 2026-09-24.
[^10]: The Webex Connect Offer Description makes the offer subject to Standard Level support terms in the Webex Connect Service Level Agreement, with Gold Level support available at additional cost. Source: [Offer Description - Webex Connect](https://www.cisco.com/c/dam/en_us/about/doing_business/legal/OfferDescriptions/webex-connect-offer-description.pdf), support section (unverified; from search snippet). Checked 2026-09-24.
[^11]: In urgent or emergency cases such as a severe security vulnerability fix or certificates nearing expiry, the Dedicated Instance maintenance window cannot be changed. Source: [Partner operations guide](https://help.webex.com/en-us/article/ntqlhe1/Partner-operations-guide), maintenance and upgrades section. Checked 2026-09-24.
[^12]: The Webex Partner operations guide is written for partners supporting Webex Calling Dedicated Instance and states no availability percentage and no service credits. Source: [Partner operations guide](https://help.webex.com/en-us/article/ntqlhe1/Partner-operations-guide), introduction and whole article. Checked 2026-09-24.
[^13]: For Dedicated Instance, Cisco gives the partner written notice at least 10 calendar days in advance of planned maintenance that will disrupt customer calling ability. Source: [Partner operations guide](https://help.webex.com/en-us/article/ntqlhe1/Partner-operations-guide), maintenance and upgrades section. Checked 2026-09-24.
[^14]: A Dedicated Instance partner may reschedule a planned upgrade once, up to a week before the scheduled upgrade. Source: [Partner operations guide](https://help.webex.com/en-us/article/ntqlhe1/Partner-operations-guide), maintenance and upgrades section. Checked 2026-09-24.
[^15]: The Dedicated Instance guide sets regional maintenance windows of 9 p.m. to 6 a.m. local time Monday to Friday, with weekends used for infrastructure maintenance only. Source: [Partner operations guide](https://help.webex.com/en-us/article/ntqlhe1/Partner-operations-guide), maintenance windows table. Checked 2026-09-24.
[^16]: Dedicated Instance partners enrolled in Maintenance and Outages notifications receive Control Hub alerts for the declaration and resolution of outages to core services. Source: [Partner operations guide](https://help.webex.com/en-us/article/ntqlhe1/Partner-operations-guide), outage notification section. Checked 2026-09-24.
[^17]: For Dedicated Instance incidents, Cisco provides remediation and a high-level root cause analysis and does not include detailed infrastructure-level information in the RCA. Source: [Partner operations guide](https://help.webex.com/en-us/article/ntqlhe1/Partner-operations-guide), support responsibilities section (Cisco responsibilities). Checked 2026-09-24.
[^18]: The Dedicated Instance partner operations guide states no delivery deadline for the root cause analysis. Source: [Partner operations guide](https://help.webex.com/en-us/article/ntqlhe1/Partner-operations-guide), support responsibilities section. Checked 2026-09-24.
[^19]: For a Severity 1 Dedicated Instance case, Cisco and the partner commit any necessary resources 24x7; Severity 2 to 4 commit resources during Standard Business Hours. Source: [Partner operations guide](https://help.webex.com/en-us/article/ntqlhe1/Partner-operations-guide), severity definitions. Checked 2026-09-24.
[^20]: Dedicated Instance support response targets are 15 minutes for Severity 1 and 30 minutes for Severity 2. Source: [Partner operations guide](https://help.webex.com/en-us/article/ntqlhe1/Partner-operations-guide), case severity and response time table. Checked 2026-09-24.
[^21]: Cisco's stated standard is to meet the Severity 3 and Severity 4 response times at least 95% of the time. Source: [Partner operations guide](https://help.webex.com/en-us/article/ntqlhe1/Partner-operations-guide), case severity and response time section. Checked 2026-09-24.
[^22]: Dedicated Instance support response targets are 1 business day for Severity 3 and 3 business days for Severity 4. Source: [Partner operations guide](https://help.webex.com/en-us/article/ntqlhe1/Partner-operations-guide), case severity and response time table. Checked 2026-09-24.
[^23]: A UK G-Cloud 14 reseller listing for Cisco Webex states that the Webex Platform has a 99.99% Service Availability Target and refers buyers to Cisco for full SLA details (field report). Source: [Cisco Webex by ITGL (G-Cloud 14 service listing)](https://www.applytosupply.digitalmarketplace.service.gov.uk/g-cloud/services/704137814680740), Service availability / Guaranteed availability fields. Checked 2026-09-24.
[^24]: The Webex Interact SLA sets a minimum uptime of 99.95% and scopes it to delivering or receiving SMS into or from UK mobile operators' SMS centres. Source: [Service Level Agreement | Webex Interact](https://webexinteract.com/service-level-agreement/), availability paragraph. Checked 2026-09-24.
[^25]: The Webex Interact SLA page provides no service credit scale; its remedy is investigation of failures on request through the support portal, and it excludes delays caused by the sender's network operator. Source: [Service Level Agreement | Webex Interact](https://webexinteract.com/service-level-agreement/), failure investigation and exclusions paragraphs. Checked 2026-09-24.
[^26]: The public 99.999% figures for Webex Calling and Webex Contact Center come from marketing blog posts that give no downtime definition, measurement window, service credit scale or exclusions; those contractual terms are not in any readable public source reviewed here (inferred). Source: [Unmatched, enterprise-grade reliability with Webex Calling](https://blog.webex.com/collaboration/unmatched-enterprise-grade-reliability-with-webex-calling/), whole post (absence of contractual detail). Checked 2026-09-24.
[^27]: Cisco's Offer Descriptions and Supplemental Terms page lists Webex offer descriptions such as Collaboration Flex Plan, Connect, Campaign and Contact Center - Agency, but has no entry titled as a Webex SLA. Source: [Offer Descriptions and Supplemental Terms](https://www.cisco.com/c/en/us/about/legal/cloud-and-software/software-terms.html), Webex entries in offer description list. Checked 2026-09-24.
[^28]: The Webex RCA request article states no eligibility criteria, no delivery timeline and no required RCA contents. Source: [How Do I Request a Root Cause Analysis (RCA) for Service Interruptions?](https://help.webex.com/en-us/article/WBX18942), article answer (whole article). Checked 2026-09-24.
[^29]: Webex customers request a root cause analysis (RCA or RFO) for a service interruption by contacting Webex Technical Support. Source: [How Do I Request a Root Cause Analysis (RCA) for Service Interruptions?](https://help.webex.com/en-us/article/WBX18942), article answer. Checked 2026-09-24.
[^30]: SLAs published by Webex resellers bind the reseller to its own customer and are not evidence of the service levels Cisco offers directly or to that reseller (inferred). Source: [Customer Service Level Agreements (SLA) - CallTower](https://calltower.com/customer-service-level-agreements/), Service Level Commitment For Voice Services (exclusion of Cisco Webex). Checked 2026-09-24.
[^31]: The Webex status page shows previous incidents for up to 90 days. Source: [Webex service status information](https://help.webex.com/article/ntri19i/Webex-service-status-information), incident history section. Checked 2026-09-24.
[^32]: Cisco publishes Webex service status at status.webex.com (Global Service Status), with separate commercial and government views. Source: [Webex service status information](https://help.webex.com/article/ntri19i/Webex-service-status-information), Global Service Status section. Checked 2026-09-24.
[^33]: Webex incident updates can be delivered to a Webex space by adding Rss.bot@webex.bot and pointing it at the status history RSS feed (status.webex.com/history.rss). Source: [Cisco Webex Incident Notifications](https://help.webex.com/en-us/article/WBX9000022491/Cisco-Webex-Incident-Notifications), Webex Teams space notification steps. Checked 2026-09-24.
[^34]: Webex status notifications can be received by RSS feed or email subscription, and email notifications include a Manage Subscription link for unsubscribing. Source: [Webex service status information](https://help.webex.com/article/ntri19i/Webex-service-status-information), subscription sections. Checked 2026-09-24.
[^35]: Verizon's Webex Calling (Flex) SLA commits to 99.99% monthly availability and offers credits equal to the MRC for impacted users for the portion of the month affected by downtime. Source: [Webex Calling (Flex) + Service Level Agreement](https://www.verizon.com/business/service_guide/reg/webex-calling-sla.pdf), Availability SLA section (unverified; from search snippet). Checked 2026-09-24.
[^36]: Under Verizon's Webex Calling (Flex) SLA the customer must open a trouble ticket within 24 hours of the incident and submit a written credit request within 30 business days after the month in which the SLA was missed; force majeure failures earn no credit. Source: [Webex Calling (Flex) + Service Level Agreement](https://www.verizon.com/business/service_guide/reg/webex-calling-sla.pdf), credit request procedure section (unverified; from search snippet). Checked 2026-09-24.
[^37]: Verizon's Webex Calling (Flex) SLA caps credits at 5% of the customer's Webex Calling MRC for the month and gives no credit for services installed less than one full calendar month. Source: [Webex Calling (Flex) + Service Level Agreement](https://www.verizon.com/business/service_guide/reg/webex-calling-sla.pdf), credit limitations section (unverified; from search snippet). Checked 2026-09-24.
[^38]: The Webex Calling Security White Paper (updated 2021-08-24) says Webex Calling was engineered for carrier-class availability of 99.99%. Source: [Webex Calling Security White Paper](https://www.cisco.com/c/en/us/products/collateral/conferencing/webex-control-hub/white-paper-c11-743446.html), section 7 Availability. Checked 2026-09-24.
[^39]: The 2021 white paper states that Webex Calling voice call control and voice service elements fail over automatically between data centers in near real time if one data center becomes unavailable. Source: [Webex Calling Security White Paper](https://www.cisco.com/c/en/us/products/collateral/conferencing/webex-control-hub/white-paper-c11-743446.html), section 7 Availability. Checked 2026-09-24.
[^40]: The 2021 white paper directs readers to status.broadsoft.com for real-time Webex Calling scheduled maintenance information. Source: [Webex Calling Security White Paper](https://www.cisco.com/c/en/us/products/collateral/conferencing/webex-control-hub/white-paper-c11-743446.html), section 8.8 Change Management. Checked 2026-09-24.
[^41]: The 2021 white paper states that Cisco security incident handling for Webex Calling follows seven stages and adheres to an SLA for incident response times, without stating the times. Source: [Webex Calling Security White Paper](https://www.cisco.com/c/en/us/products/collateral/conferencing/webex-control-hub/white-paper-c11-743446.html), section 8.12 Information Security Incident Management. Checked 2026-09-24.
[^42]: From 1 August 2025, Webex Contact Center incident, maintenance and complex feature rollout notifications are consolidated under the Webex Global Service Status page, replacing earlier Contact Center notification channels. Source: [Subscribe to Webex Contact Center Incident and Maintenance Alerts](https://help.webex.com/article/obit3d/Subscribe-to-Webex-Contact-Center-Incident-and-Maintenance-Alerts), transition note at top of article. Checked 2026-09-24.
[^43]: The Webex Contact Center alerts article states no advance-notice period for maintenance and no RCA commitment. Source: [Subscribe to Webex Contact Center Incident and Maintenance Alerts](https://help.webex.com/article/obit3d/Subscribe-to-Webex-Contact-Center-Incident-and-Maintenance-Alerts), whole article. Checked 2026-09-24.
[^44]: Webex Contact Center uses circuit breakers and kill switches that let Cisco disable selected capabilities for all or selected customers to limit cascading failures. Source: [Webex Contact Center Architecture](https://help.webex.com/en-us/article/utqcm7/Webex-Contact-Center-Architecture), Resilience section (Circuit Breakers and Kill Switches). Checked 2026-09-24.
[^45]: Webex Contact Center runs periodic tests whose failures raise alerts that are handled as real customer-impacting incidents. Source: [Webex Contact Center Architecture](https://help.webex.com/en-us/article/utqcm7/Webex-Contact-Center-Architecture), Monitoring / proactive failure detection section. Checked 2026-09-24.
[^46]: All Webex Contact Center services and infrastructure components are deployed across three AWS availability zones, each a separate physical location in the region with independent utilities. Source: [Webex Contact Center Architecture](https://help.webex.com/en-us/article/utqcm7/Webex-Contact-Center-Architecture), High availability section. Checked 2026-09-24.