Service level agreement smsmode©
Performance is at the heart of our concerns. That's why we smsmode© offers a Service Level Agreement (SLA) for our platform, including our APIs. Our SLA guarantees continuity of service, maximum operational availability and high-quality SMS routing services. It also transparently sets out the compensation in the event of failure to meet this service level.
Our service commitment
Monthly platform availability
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 performance monitoring service: Pingdom. Availability reports are available on our StatusPage.
Response and recovery times for our services
Incident processing time
15 minutes during business hours*.
1 hour during non-business hours*.
INTERVENTION TIME GUARANTEE (GTI)
30 minutes during business hours*.
4 hours during non-business hours*.
RECOVERY TIME GUARANTEE (GTR)
1 hour during business hours*.
8 hours during non-working hours*.
*Business hours are defined as 9am to 6pm, Monday to Friday, excluding public holidays.
Please note: smsmode© reserves the right to modify the terms of this service level agreement.
Response and recovery times for our services
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 Next month's subscription for smsmode© customers who have taken out a Classic, Medium or Premium subscription.
No action is required on your part: "subscription discounts" are automatically applied to the relevant invoice.
Depending on the level of non-achievement of the SLA, your right to reimbursement will amount to :
UPTIME (in % and monthly)
EQUIVALENT IN MONTHLY DOWNTIME
DISCOUNT ON MONTHLY SUBSCRIPTION PRICE NEXT
+ 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 cash refunds will be given. Subscription discounts cannot be transferred or applied to another smsmode account.©.
However, we cannot be held responsible, and no penalty will be due when the interruption or the non-respect of the service level commitments will result:
- Factors beyond smsmode's control© 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 services smsmode©
- Scheduled maintenance work for which our company has given at least 24 hours' notice,
- Acts or inactions on the part of the user of the services or third parties (other than smsmode's agents and subcontractors).©),
- Due to a client application, equipment, software, other technology and/or your company's third-party equipment, software or other technology.
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