Service Level Agreement (SLA)
Effective date: 1 January 2025
Platform Uptime
SBS TELECOM commits to 99.9% monthly platform availability for the messaging API and SMPP gateway, measured excluding scheduled maintenance windows.
- 99.9% uptime = maximum 43.8 minutes downtime per month
- Scheduled maintenance: minimum 48 hours advance notice
- Emergency maintenance: notification as soon as practicable
Support Response Times
- Critical (platform outage) — Initial response within 15 minutes, 24/7
- High (significant degradation) — Initial response within 1 hour, 24/7
- Medium (non-critical issue) — Initial response within 4 business hours
- Low (general enquiry) — Initial response within 1 business day
Service Credits
If monthly uptime falls below 99.9%, clients are entitled to service credits:
- 99.0% – 99.9% uptime: 10% credit of monthly fees
- 95.0% – 99.0% uptime: 25% credit of monthly fees
- Below 95.0%: 50% credit of monthly fees
SLA Exclusions
The SLA does not apply to downtime caused by: scheduled maintenance, client infrastructure failures, third-party carrier outages beyond our control, force majeure events, or account suspension for policy violations.