Service Level Agreement

This is a translation. The French version prevails in case of discrepancy.

Purpose

This service level agreement forms part of the Terms of Service. It applies to verified organisations using the live API (uk_… keys). It does not apply to the sandbox, the free trial or features announced as experimental or “coming soon”.

Commitment

GetSMS targets 99.5% monthly availability of the live API, i.e. a cumulative unavailability of about 3 hours 40 minutes at most in a 30-day month.

Definitions

• Live API: the public endpoints of api.getsms.tech used with a live key, in particular sending a message, bulk sending and reading messages.
• Minute of unavailability: a minute during which GetSMS probes find that the live API does not respond, or responds with a server error (HTTP 5xx) to valid requests, continuously.
• Monthly availability: (minutes in the month − minutes of unavailability) ÷ minutes in the month, excluding excluded periods.
• Acceptance: a message is accepted when the API responds successfully to the send request and assigns it an identifier.

Measurement

Availability is measured by automated probes that query the live API at regular intervals. Incidents, their duration and maintenance windows are published at status.getsms.tech, which is authoritative for the calculation, save for a manifest error demonstrated by the customer.

What is not guaranteed

The commitment covers API availability, i.e. its ability to accept and queue messages. It does not cover:

• delivery of an SMS to the recipient’s phone, or its timing, which depend on mobile operators, network coverage and the state of the recipient’s phone;
• receipt of a webhook by the customer’s server, which depends on that server’s availability;
• the performance of any particular fleet number.

Messages that fail or expire without being sent are credited back automatically, as provided in the Terms of Service.

Exclusions

The following do not count as unavailability:

• scheduled maintenance announced at least 48 hours in advance at status.getsms.tech, up to 4 hours per month, preferably at night;
• emergency maintenance needed to fix a security vulnerability;
• failures or restrictions of mobile operators and telecommunications networks;
• force majeure, as defined in the Terms of Service;
• errors caused by the customer: invalid requests, revoked key, insufficient credit, limits reached, restricted or suspended account;
• denial-of-service attacks against which reasonable measures were taken;
• Internet access problems of the customer or its providers.

Compensation

If monthly availability falls below the target, the customer may obtain an SMS credit calculated on the amount of SMS debited to its organisation during the month concerned (excluding refunded SMS):

Request. The customer sends its request to support@getsms.tech within 30 days of the end of the month concerned, stating its organisation and the periods of unavailability observed. GetSMS replies within 15 business days. A credit granted is added to the organisation’s wallet.

Limits. The credit is capped at 50% of the amount of SMS debited during the month. It is not refundable in cash or transferable, and cannot be claimed by an organisation that is not up to date with its obligations. The SMS credits under this agreement are the sole compensation due for API unavailability, without prejudice to the limitation of liability in the Terms.

Support and incidents

In the event of an incident, GetSMS publishes initial information at status.getsms.tech as soon as possible, then updates until resolution. Support answers by e-mail at support@getsms.tech on business days and hours.

Changes

GetSMS may improve this commitment at any time. An unfavourable change follows the rules of “Changes to the Terms” in the Terms of Service.