Service Level Agreement (SLA)

We always provide quick access to our SMS software and gateway API.

Support

You can report outages or problems with following contact information:

The contactform on our website or in our SMS software: Contact

Telephone: +32 (0)89 44 90 41

For urgent matters outside office hours, your call will be diverted to a support engineer. Always provide a clear discription of the problem so we can help you fast and adequate.

01

Software and gateway availability

Our SMS gateway software and API are extremely stable and we have an uptime of 99.9%. We continuously monitor our servers so that we can intervene quickly when a technical problem occurs. For large maintenance operations, we will always warn first when the maintenance will take place.

02

Deliverability

  • 99,3% of the messages are delivered within 10 seconds.
  • 99,7% of the messages are delivered within 20 minutes.
  • You receive a concise report of the non-delivered SMS messages (eg. number nonexistant).
  • Smstools is always dependant of third parties (operators) and therefore we can never guarantuee 100% delivery.
  • Smstools uses automated back-upsystems in order to keep our delivery quality as high as possible.
03

Reimbursements

If there are non-delivered SMS messages caused by shortcomings in our software or Smstools API, we will reimburse them with appropriate SMS credits.

04

Office hours

From 09:00 tot 18:00 uur (CET) op Monday, Tuesday, Wednesday, Thursday and Friday, except on Belgian holidays.

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