- Why SMS?
- Why Esendex?
- About us
Our service level agreement is to achieve service 99.9% service availability with 90% of SMS delivered within 5 seconds and 95% of SMS delivered within 20 seconds. The performance of the Esendex SMS messaging system is continuously monitored both internally and externally against these targets. Our service level is measured against two key metrics each month – availability and performance.
This metric measures the percentage of time (24 hours a day, 365 days a year) that the Esendex SMS messaging system is available to accept SMS submissions. We commit to achieving our target of 99.9%.
This measures the time taken for the Esendex SMS Messaging System to process single, non-premium message submissions and submit them to the carrier for delivery to the handset. The targets are 90% of SMS delivered within 5 seconds, and 95% of SMS delivered within 20 seconds.
Any issues which impact on service availability for our customers receive a priority level with an agreed fix time, dependent upon the level of severity. A target response and fix time is set out for each priority level.
|1||1 hr (24/7)||4 hrs 24/7||Critical failure e.g messaging system not available|
|2||1 hr (24/7)||8 hours (business)||Non critical failure of messaging or component route e.g. back up bulk messaging route failed|
|3||4 hours (business)||Next business day||Failure of peripheral component e.g bug found in Web SMS|
|4||4 hours (business)||-||Support and assistance with using the Esendex messaging system e.g. API support|
Note: Business hours are defined as 09:00 - 18:00 Monday - Friday.