Service Level Agreement (SLA)

We commit to reliable service availability, taking into account planned maintenance: • Planned maintenance occurs during low-peak hours with at least 48 hours advance notice • Emergency maintenance happens only to address critical issues • Force majeure (natural disasters, local network outages) are excluded from SLA commitments

We commit to message delivery within these timeframes: • OTP and verification messages: Under 3 seconds in 99% of cases • Transactional messages: Under 10 seconds • Promotional messages: Within a few minutes Delivery times are subject to recipient carrier network availability.

We offer multi-tier support: • Basic support (all clients): Email and WhatsApp, response within 2 hours during business hours • Business support: 24/7 email and WhatsApp, response within 30 minutes • Enterprise support: Dedicated account manager, instant response within 15 minutes, direct hotline

We classify incidents and respond as follows: • Critical: Full service outage → Immediate response within 15 minutes • High: Significant performance degradation → Within 1 hour • Medium: Partial issue affecting service → Within 4 hours • Low: Inquiry or suggested improvement → Within 1 business day

In case of SLA breach, we provide service credits: • 1-4 hours outage: 10% credit of monthly invoice value • 4-8 hours outage: 25% credit • 8+ hours outage: 50% credit Credits are automatically applied to your next invoice after we verify the incident.

SLA commitments exclude: • Outages due to customer errors (integration mistakes, limit overruns) • Recipient carrier network issues • Unauthorized use or breach of Terms of Service • Force majeure events (disasters, wars, full internet outages) • Pre-notified planned maintenance

We provide detailed monthly performance reports showing delivery rates, response times, and incident history. You can access them from your dashboard or request them from your account manager.