Service level agreement smsmode© (SLA)
Performance is at the heart of our concerns. That's why we smsmode© offers 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 routing services from SMS. It also provides a transparent indication of the compensatory measures 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© 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 minutesduring working hours*One hourduring non-working hours* |
INTERVENTION TIME GUARANTEE (GTI) | 30 minutesduring working hours*4 hoursduring non-working hours* |
RECOVERY TIME GUARANTEE (GTR) | One hourduring working hours*8 hoursduring 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 meet the above-mentioned guarantee target. They take the form of a reduction in the amount of the following month's subscription for smsmode© customers who have taken out a Classic, Medium or Premium subscription.
No action is required on your part; the "subscription discounts" will be applied automatically to the relevant invoice.
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 refund or cash value will be given. Subscription discounts cannot be transferred or applied to another account. smsmode©.
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©The following events, in particular, may be considered as force majeure, a problem with the telecommunications or Internet access provider, or a related problem occurring beyond the point of the network where the customer is located smsmode© retains access and control over services smsmode©,
- 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.