Service Level Agreement
Our SLA defines the availability commitments, support response times, and credit provisions that govern our enterprise service relationships. We hold ourselves accountable to measurable standards.
Platform Availability
SBS TELECOM commits to the following monthly availability targets for core platform components. Uptime is measured as a percentage of total minutes in the calendar month, excluding scheduled maintenance windows.
| Platform Component | Uptime Target | Measurement Period |
|---|---|---|
| Platform (Web & Account Portal) | 99.9% | Monthly |
| REST API Gateway | 99.9% | Monthly |
| SMPP Gateway | 99.9% | Monthly |
| Delivery Receipt Infrastructure | 99.5% | Monthly |
| Webhook Delivery | 99.5% | Monthly |
Priority-Based Response Commitments
All enterprise accounts are covered by the following support response commitments. Priority is determined at the time of incident or ticket creation by our support team in consultation with the customer.
P1 — Critical
Complete platform outage, API unavailability, or total loss of message delivery affecting production operations
Initial Response
1 hour
Status Updates
Every 30 minutes
Resolution Target
Target 4 hours
P2 — High
Significant service degradation affecting message delivery rates, throughput, or platform functionality for a material portion of operations
Initial Response
4 hours
Status Updates
Every 4 hours
Resolution Target
Target 24 hours
P3 — Standard
Non-critical issues, general technical queries, configuration requests, and service enquiries
Initial Response
24 hours
Status Updates
As required
Resolution Target
Target 5 business days
Downtime Credit Provisions
Where SBS TELECOM fails to meet the committed uptime for any platform component in a given calendar month, eligible enterprise clients may claim service credits as follows. Credits are applied to the next billing period and are the sole remedy for downtime under this SLA.
Credits must be claimed within 30 days of the end of the affected month. To claim a credit, contact support@sbstelecom.co.uk with details of the incident reference and affected period.
| Downtime in Month | Service Credit |
|---|---|
| 0.1% – 1.0% | 10% of monthly fee |
| 1.0% – 5.0% | 25% of monthly fee |
| 5.0% or above | 50% of monthly fee |
What Is Not Covered by This SLA
The following circumstances are excluded from SLA measurements and credit calculations. These reflect events outside of SBS TELECOM's reasonable control or arising from customer-side factors.
- Scheduled maintenance communicated with at least 48 hours' notice
- Downtime caused by third-party carrier network outages outside our control
- Force majeure events including natural disasters, civil unrest, or widespread internet disruption
- Issues caused by customer-side infrastructure, misconfiguration, or software defects
- Downtime resulting from a breach of the Acceptable Use Policy by the customer
Accountability You Can Rely On.
Our SLA reflects a genuine commitment to service quality. Speak with our enterprise team to discuss enhanced SLA options for your requirements.