At SMSPoh, we are committed to delivering the highest-quality, most
reliable, and secure
messaging
platform to our clients. This Service Level Agreement (SLA) outlines our performance standards,
data
privacy principles, uptime guarantees, and customer support practices.
1. Introduction
The purpose of this document is to demonstrate our commitment to providing our Services with
the highest possible standards for uptime, speed, security, reliability, and regulatory
compliance. We have extremely high standards
when
it
comes to the
reliability and connectivity of our services. We exist purely to deliver and report on your
messages
whenever
and wherever you need, and we stand by our ability to deliver on this commitment.
2. Service Availability
-
When using SMSPoh, we commit to the following service levels:
- Platform Uptime: ≥ 99.9% monthly uptime.
- SMS Delivery Speed: 3–5 seconds average delivery time per SMS.
- Minimum Throughput: ≥ 500 SMS per minute.
(For higher throughput or dedicated connections, please contact our team.)
3. Service Level Guarantees
-
We guarantee the following with full confidence:
- Carrier Submission: All messages submitted to us will be
submitted
to the recipient's
carrier. We will provide a
refund
for any
messages not submitted to a recipient's carrier (All customers).
- Platform Uptime: If monthly uptime drops below 99.9% and it
results
in material business
impact, we will pro-rate refund any applicable monthly or subscription fees
corresponding to
the downtime period.
4. Monitoring and Reporting
-
- All service metrics, delivery statuses, and system logs are monitored 24/7.
- Clients can access delivery reports via their dashboard.
- SMSPoh logs successful and failed message transactions for audit purposes.
5. Data Security and Commitment to Privacy
-
We are committed to safeguarding the confidentiality,
integrity,
and security
of
your data.
Privacy Commitments
-
Personal data will be protected against unauthorized access, destruction, or
misuse.
- We comply with all applicable data protection regulations.
- User data including address books, message content, and recipient details
(MSISDNs) —
belongs exclusively to the user and will not be shared with any third party
without
written
consent or legal obligation.
Information Use
-
We collect limited browser and usage data to improve system performance and user
experience.
- Information such as login activity, IP addresses, device type, and browser may
be
recorded
for
analytics, support, and fraud detection purposes.
- Geolocation may be used for regional traffic routing or time-sensitive delivery
optimization.
6. Support Commitments and SLA's
-
Service Failure Lifecycle:
When a service failure is reported:
-
We initiate an investigation to determine whether the issue originates within
the SMSPoh
platform.
-
If confirmed, we will classify the severity and provide an estimated resolution
time.
-
If caused by a network operator, we will escalate and work with them until
resolved.
-
We will provide:
-
Real-time updates
-
Final resolution confirmation
-
A post-incident report will be provided upon request in the event of any
material service disruption.
Support Channels & Availability:
Incident Priority & Response Times
Please note the following failure report classification, response times and estimated
fix
times.
Priority |
Impact Description |
Response Time |
Estimated Resolution |
High |
Full platform outage or complete message delivery failure |
Immediate |
As soon as possible |
Medium |
Delays or partial messaging failure without workaround |
Same business day |
Within 24 hours |
Low |
Minor non-messaging website bugs or cosmetic issues |
Within 24 hours |
Up to 7 days |
7. Customer Responsibilities
-
Customers are expected to:
- Provide accurate Sender ID and message templates.
- Keep access credentials secure.
- Ensure SMSPoh is added to allowlists if applicable (e.g., firewalls, network
settings).
- Promptly report incidents using official support channels.
8. SLA Exclusions
-
This SLA does not apply to performance issues caused by:
- User-side internet or device issues
- Unauthorized third-party access
- Telecom operator downtimes or delays
- Force majeure events (e.g., floods, cyberattacks, earthquakes)
- Misuse or non-compliance with SMSPoh Terms of Service
- Unregistered or misconfigured Sender IDs
9. Scheduled Maintenance
-
We may conduct routine or emergency maintenance to maintain and enhance service
reliability.
Scheduled Maintenance
-
Minimum 48-hour prior notice provided
-
Performed during off-peak hours where possible
-
Aimed to minimize impact on your business
Emergency Maintenance
-
Notice provided as soon as possible
-
Details will include:
-
Estimated duration
-
Potential service impact
10. Amendments & Notifications
-
By using our services, you agree to this SLA. SMSPoh reserves
the right
to revise this
agreement.
Any significant changes will be communicated in advance to all active customers.
11. Disclaimer
-
This SLA applies only to clients with active accounts in good
standing and does not extend to beta or trial users unless otherwise agreed in
writing.
12. Contact Us
-
If you have questions about this SLA, or require further
clarification,
please contact us
at: