Service Level Agreement


The purpose of this Service Level Agreement (SLA) is to offer guarantees of optimum level of performance in speed, reliability, uptime, security, connectivity, and service availability to our customers.

1. Service Level Commitments

We are fully committed to ensuring that the key elements of optimum performance for our platform are reached. Therefore our customers will enjoy the following quality of service when using our platform.

  • 100% of monthly uptime and availability
  • High throughput of 500 TPS for both SMPP and HTTP
  • Average single SMS delivery time is 3-5 seconds

2. Service Level Guarantees

We offer a 100% guarantee that:

  • All messages submitted to our platform will be submitted to the receiver’s operator

3. Security

We value the integrity and confidentiality of our customer’s information. Therefore we ensure that all your information are fully secured and protected against any unauthorized access, and misuse.

Any information collected on our platform will not be disclosed for what so ever reason.

All hardware and software systems are updated regularly to ensure maximum security for our customers.

The following information may be collected for our internal use for the reporting and improvement of our platform to deliver the best possible service.

  • Account activity such as log-ins, usage, and action
  • GUI elements and links clicked on
  • Log information such as date and time of access, browser type, and IP address

4. Support Commitments

In case of any service failures, you must report to us directly as soon as possible. As soon as we have received your report, we will initiate our investigation and report to you our findings.

  1. We will identify whether the root cause of failure is due to our platform.
  2. If the failure is due to our platform, we will inform you the severity of the failure, and the estimated time to fix it.

MMBulkSMS will take all reasonable measures to fix the problem. The problem will be deemed rectified only when the problem has been fixed and we have reported to you about it.

If the failure is due to the network operator failing to send SMS to the end receiver from their network, we will cooperate with this operator to correct any problems occurred within their platform. Should such event has occurred, we would provide you with the following.

  • Regular updates over the course of the downtime.
  • Incident report for any hardware or software failure.

We ensure you that all problems will be investigated and analyzed from the root cause to prevent such events happening in the future.

Incident Priority & Response Times

Low:

A fault is causing your details or information to be partially inaccurate, or non-messaging related website bugs. This has no significant impact on your service and/or performance, and/or workaround is available.

Response time; 24 hours Estimated resolution time up to 7 days.

Medium:

A fault is providing some general platform operational problems, or messaging delay problems, and preventing any form of reasonable workaround.

Response: Same Day;
Estimated Resolution time 24 hours.

High:

A fault causing either full downtime of our platform or our messaging connectivity.

Response time: Immediate.
Resolution time: As soon as possible.

5. Scheduled Maintenance

To ensure the best possible services and continuous improvement on our platform, there will be scheduled maintenance periods from time to time. There will be short periods of unavailability during such maintenance. When such scheduled maintenance is required, we will give you at least 48 hours notice.

We ensure that any such maintenance will be done without in a manner that will not have any major impact in our ability to provide our service. In any case, where we expect a schduled maintenance will have any adverse or substantial impact on our ability to provide our service, we will take all reasonable measures to prevent any major disruption to our customers operations.

In case where an unexpected or un-scheduled maintenance is required, we will take all measures to minimize any disruption to our customers business and provide as much detail as possible in the shortest amount of time possible about the issue. In such case, we will provide you with the following.

  1. Expected duration of the maintenance
  2. The extent to which such unscheduled maintenane will have an impact on our ability to provide the service.

6. Changes in SLA

By using our SMS services, you agree to accept the provisions and commitments herein this Service Level Agreement (SLA). MMBulkSMS reserves the rights to change or alter this agreement from time to time.

Last updated: 3 March 2020