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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

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 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:

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