Qualify your leads automatically with SMS OTPread the article Qualify your leads automatically with SMS OTPread the article Cualifique sus leads automáticamente con SMS OTPleer el artículo Qualificate automaticamente i vostri contatti con gli SMS OTPper saperne di più Ihre Leads automatisch mit SMS OTP qualifizierenmehr erfahren

SLA smsmode©

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 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 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.
fre