Service Level Agreement
Service Level Agreement
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.
| Processing Time | Target |
|---|---|
5 seconds |
90% |
20 seconds |
95% |
Support Response Times
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.