Service Level Agreement

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:

  1. We initiate an investigation to determine whether the issue originates within the SMSPoh platform.
  2. If confirmed, we will classify the severity and provide an estimated resolution time.
  3. If caused by a network operator, we will escalate and work with them until resolved.
  4. 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: