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.
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.
For example, message delivery is affected.
BulkSMS will take action within 30 minutes and respond to the client within 2 hours.
For example, need assistance with API integration.
BulkSMS will take action and respond to the client within 8 standard business hours.
BulkSMS does not perform any regular scheduled maintenance.
In the rare event of unscheduled maintenance, our status page (see above) will be updated with as much notice as possible.