Service Level Agreement

1. Availability Commitment

SrilankaBulkSMS targets 99.9% monthly platform availability, excluding announced maintenance windows and force majeure events.

2. Support Response Targets

• Critical incidents: response target within 30 minutes.
• High-priority incidents: response target within 2 hours.
• General support requests: response target within 1 business day.

3. Service Credits

If monthly availability falls below the target, eligible accounts can request service credits. Claims must be submitted within 30 days of the affected month.

4. Exclusions

Service level calculations exclude customer-side misconfiguration, downstream carrier outages outside platform control, and scheduled maintenance announced in advance.

5. Relationship to Terms

This SLA is read together with the Terms of Service. In case of conflict, the Terms govern unless an enterprise contract states otherwise.