24/7 Technical Support
Enterprise accounts receive round-the-clock technical support with defined response times, a structured escalation path, and direct access to engineers when it matters most.
Defined Response Times by Priority
All enterprise accounts are covered by our standard support SLA. Enhanced SLA tiers are available for organisations requiring faster response commitments.
P1 — Critical
Platform outage or complete service failure affecting production
Initial Response
1 hour
P2 — High
Significant degradation of service affecting delivery rates or throughput
Initial Response
4 hours
P3 — Standard
General technical queries, configuration assistance, and non-urgent issues
Initial Response
24 hours
Response times are measured from ticket creation during the covered support window. 24/7 coverage applies to P1 and P2 issues on enterprise SLA agreements.
Support Built for Enterprise Requirements
Our technical support function is designed around the reality that enterprise businesses depend on our infrastructure for mission-critical communications. Support is not an afterthought — it is a core part of our service commitment.
- 24/7 technical support availability for enterprise accounts
- Dedicated ticketing system with priority-based routing
- P1 critical issue response within 1 hour
- Direct escalation to senior engineering team
- SMPP and API integration assistance
- Delivery troubleshooting and route diagnostics
- Proactive incident notifications and status updates
- Post-incident reports for P1 and P2 events
Escalation Path
Critical issues are escalated automatically to senior engineers and, where necessary, to our Head of Operations. For P1 events, a dedicated incident manager is assigned and communication is maintained throughout resolution.
Raise a Support TicketEnterprise Support That Matches Your Stakes.
SLA-backed technical support with direct engineer access. Because your communications infrastructure cannot afford to wait.