SERVICE LEVEL AGREEMENT

BulkSMS SERVICE LEVEL AGREEMENT

Legal Information

Rock-Solid 100% Uptime Guarantee

  • BulkSMS has a solid commitment to providing you with the very best service – that’s why we can offer you a straightforward and rock-solid 100% Uptime Guarantee!

How it works

  • If you are unable to send SMS messages using our gateway as a result of a failure in our systems and for reasons other than previously announced scheduled maintenance, coding or configuration errors on your part, we’ll issue you a credit or refund according to the Rebate Schedule:
  • Where the SLA is defined by the number of whole minutes a service is not available for rounded to the nearest whole minute and calculated against the number of minutes in a 30 day calendar month, converted to a percentage of uptime.
  • Although we monitor our system 24 hours a day, we begin assessing credit from the time you contact us to report the problem. You must also register a complaint within the calendar month immediately following the period in which the Uptime Commitment failure occurred.

Technical Support

  • BulkSMS will provide Customers access to technical support 24 hours a day, 7 days a week.
  • The level of urgency is determined in agreement by the client and BulkSMS. Response times are outlined below.

Urgent Issues

  • For example, message delivery is affected.
  • BulkSMS will take action within 30 minutes and respond to the client within 2 hours.

Non-Urgent Issues

  • For example, need assistance with API integration.
  • BulkSMS will take action and respond to the client within 8 standard business hours.

Maintenance

Scheduled Maintenance

  • BulkSMS does not perform any regular scheduled maintenance.

Unscheduled Maintenance

  • In the rare event of unscheduled maintenance, our status page (see above) will be updated with as much notice as possible.