phone +33 4 91 05 64 63 phone +33 4 91 05 64 63 phone +33 4 91 05 64 63 phone +34 932 71 23 18 phone +44 20 3514 2545
MARSEILLE +33(0)4 91 05 64 63 SPAIN +34 932 71 23 18 UNITED KINGDOM +44 20 3514 2545

SLA smsmode©

smsmode© Service Level Agreement (SLA)

Performance is at the heart of our concerns. That is why smsmode© proposes a service level agreement - SLA - for our platform and in particular our HTTPs API.

Our service level agreement enables us to guarantee you continuity of service, maximum operational availability and high quality services for SMS routing. It also allows us to indicate in a transparent way the counterparts taken in the event that this service level is not achieved.

OUR COMMITMENT TO SERVICE

Platform availability

PLATFORM AVAILABILITY (monthly)
99,9%

or an interruption of 43 minutes per month

How is the availability of our platform measured?

The availability of the smsmode© platform is measured by a third-party monitoring and performance service Pingdom. Availability reports are available on our StatusPage.

Response and recovery times for our services

INCIDENT RESPONSE TIME
15 minutes
during working hours*
One hour
during non-working hours*
INTERVENTION TIME GUARANTEE (GTI)
30 minutes
during working hours*
4 hours
during non-working hours*
RECOVERY TIME GUARANTEE (GTR)
One hour
during working hours*
8 hours
during non-working hours*

*Working hours are defined as9am to 6pm, Monday to Friday, excluding public holidays.

Please note: smsmode© reserves the right to modify the terms of this service level agreement.

COMPENSATION FOR NON-COMPLIANCE WITH THE SLA

Compensation is applicable in the event of failure to reach the above-mentioned guarantee objective. They take the form of a reduction in the amount of the subscription for the following month for smsmode© customers who have taken out a Classic, Medium, Premium or Gold subscription.
No action is required on your part; the "subscription discounts" will be applied automatically to the invoice concerned.

Thus, depending on the level of non-achievement of the ALS, your reimbursement entitlement will be :

AVAILABILITY TIME
(in % and monthly)		 EQUIVALENT IN MONTHLY DOWNTIME DISCOUNT ON THE SUBSCRIPTION PRICE OF THE FOLLOWING MONTH
+ over 99.91%.
 less than 43 min 0%
from 99.51% to 99.90%.
 between 44 min and 3h 35min 15%
from 99.01% to 99.50%.
 between 3h 36min and 7h 11min 50%
from 98.01% to 99.00%.
 between 7h 12min and 14h 23min 100%
less than 98.00%.
 more than 14h 24min 200%

Please note: no refunds or monetary values will be given. Subscription discounts cannot be transferred or applied to another smsmode© account.

Exclusions:
However, we shall not be liable, and no penalty shall be payable, where the interruption or failure to meet service level commitments results from:

  • factors beyond the control of smsmode©, in particular, any event of force majeure, any problem related to the telecommunications or Internet access provider, or any related problem occurring beyond the point of the network where smsmode© retains access and control over the smsmode© services,
  • scheduled maintenance work for which a minimum of 24 hours notice has been given by our company,
  • acts or inactions on the part of the user of the services or third parties (other than agents and subcontractors of smsmode©),
  • as a result of a client application, equipment, software, other technology and/or third-party equipment, software or other technology of your company.