This Service Level Agreement (“SLA”) describes the service levels MSG UNO offers to customers with a signed agreement and committed monthly volume. It forms part of the Terms of Service. Service levels for accounts without a signed agreement are provided on a best-effort basis.
1. Platform availability
Target availability of the SMS submission platform (HTTP API and SMPP endpoints) is 99.9% per calendar month, excluding scheduled maintenance notified at least 48 hours in advance (normally performed in low-traffic windows and limited to four hours per month) and events outside our reasonable control.
2. Route performance
For each destination listed in the Customer's signed rate sheet with a “Direct” or “Premium” tier, MSG UNO targets the delivery rate and median latency stated in that rate sheet, measured on valid, in-service numbers over a calendar month. Undeliverable numbers, blocked content, unregistered sender IDs, recipient-side issues and operator outages are excluded from the measurement.
3. Support and NOC
| Priority | Definition | Response | Update interval |
|---|---|---|---|
| P1 | Platform or bind down; all traffic to a committed destination failing | 15 minutes, 24/7 | Every 60 minutes |
| P2 | Significant degradation (delivery rate or latency materially below target) | 1 hour, 24/7 | Every 4 hours |
| P3 | Minor issue, single-destination question, DLR discrepancy | 4 business hours | Daily |
| P4 | Information request, feature request | 1 business day | As needed |
Raise incidents by email to info@msguno.com (24/7) or by WhatsApp to the NOC number provided at onboarding, stating the bind/account, destination, time window and sample message IDs.
4. Service credits
If monthly platform availability falls below 99.9%, Customer may claim a credit of 5% of that month's platform charges for the affected account, rising to 10% below 99.5% and 20% below 99.0%. Route-performance credits, where agreed, are stated in the signed rate sheet. Credits must be claimed in writing to info@msguno.com within 30 days of month end, are applied against future charges, and are the sole remedy for failure to meet this SLA.
5. Exclusions
- Scheduled maintenance; force majeure; operator, regulator or upstream network actions or outages.
- Customer-side issues: misconfiguration, exceeded throughput limits, unpaid balance, breach of the Acceptable Use Policy, unregistered sender IDs or templates.
- Traffic to destinations on “Wholesale” tier, test traffic and messages to invalid or inactive numbers.
6. Changes
MSG UNO may update this SLA with 30 days' notice. Signed agreements prevail over this page where they differ.