Service Level Agreement

Introduction

Our systems are monitored 24x7x365, both internally and from the point of view of our customers. In the unlikely event of a problem, we are sure to notice very quickly and start corrective actions as soon as possible.

Availability

This is the proportion of time that the toText.net platform is available (excluding planned maintenance periods).

• 99.99%, measured monthly

Performance

This is the time between the point at which a message submission is received by toText.net, and to the time that it is submitted to the mobile networks.

• 5 seconds: 90% of traffic
• 20 seconds: 95% of traffic

This table shows the response times that we support for different classifications of service incidents:

Priority	Response Time	Fix Time	Description
1	1 hour	4 hours	Major service failure, either software or hardware, affecting multiple customers.
2	1 hour	8 hours	System failure, either software or hardware, that does not prevent messages being sent or received, or only a single customer affected.
3	4 business hours	Next business day	Non service affecting issue.
4	1 business day	As required	Training, support or billing issue; non service affecting.

Customer Service

We offer first class, personalised, customer care across all our products.

• Telephone support is from 08:00 to 17:30 UK time, Monday to Friday.
• Email support is available from 06:00 to 23:00 UK time, every day.