Service Level Agreement

1. Overview

This Service Level Agreement ("SLA") describes the uptime and performance commitments that Panel SMS makes to its customers. This SLA applies to all paid service plans and defines the remedies available if we fail to meet these commitments.

2. Service Availability

2.1 Uptime Guarantee

Panel SMS commits to the following uptime guarantees by service tier:

Service Tier	Monthly Uptime Guarantee	Maximum Downtime/Month
Basic (1M - 4M SMS)	99.9%	43.2 minutes
Professional (10M - 25M SMS)	99.95%	21.6 minutes
Enterprise (60M+ SMS)	99.99%	4.32 minutes

2.2 Uptime Definition

Uptime is calculated as the percentage of time the Panel SMS platform is operational and available for use, measured on a monthly basis. The calculation is:

2.3 Excluded Downtime

The following are NOT counted as downtime for SLA purposes:

• Scheduled maintenance (with at least 48 hours advance notice)
• Emergency maintenance (for security or critical updates)
• Issues caused by third-party networks or carriers
• Force majeure events (natural disasters, war, terrorism, etc.)
• Customer's own equipment, network, or software failures
• Denial of service attacks or other security incidents not caused by us
• Suspension due to Terms of Service violations
• Issues caused by customer's incorrect configurations

3. Performance Targets

3.1 API Response Times

API Endpoint	Target Response Time	95th Percentile
Send SMS	< 200ms	< 500ms
Check Status	< 100ms	< 300ms
Bulk Send	< 500ms	< 1000ms
Account Balance	< 100ms	< 300ms

3.2 Message Delivery

• Processing Time: Messages accepted and processed within 1 second
• Routing Time: Messages routed to carrier within 3 seconds
• Delivery Reports: Status updates delivered within 30 seconds of receiving carrier notification

3.3 SMPP/UCP Connections

• Connection Establishment: < 5 seconds
• Throughput: Up to 200 messages per second per connection
• Concurrent Connections: As per your service plan

4. Support Response Times

Service Tier	Critical Issues	High Priority	Medium Priority	Low Priority
Basic	4 hours	8 hours	24 hours	48 hours
Professional	2 hours	4 hours	12 hours	24 hours
Enterprise	1 hour	2 hours	4 hours	8 hours

4.1 Priority Definitions

• Critical: Complete service outage affecting all operations
• High: Major functionality unavailable or severely degraded
• Medium: Partial functionality issues with workarounds available
• Low: Minor issues or general questions

5. Scheduled Maintenance

5.1 Maintenance Windows

Scheduled maintenance will be performed during the following windows:

• Regular Maintenance: Monthly, during off-peak hours (Sunday 02:00-06:00 CET)
• Advance Notice: Minimum 48 hours for routine maintenance
• Maximum Duration: 4 hours per maintenance window
• Maximum Frequency: Once per month for scheduled maintenance

5.2 Emergency Maintenance

Emergency maintenance for critical security updates or system failures may be performed without 48 hours notice. We will notify customers as soon as possible and provide regular status updates.

6. Service Credits

6.1 Credit Calculation

If we fail to meet the uptime guarantee, you may be eligible for service credits:

Monthly Uptime Percentage	Service Credit
99.0% - 99.9%	10% of monthly fee
95.0% - 98.99%	25% of monthly fee
90.0% - 94.99%	50% of monthly fee
Below 90.0%	100% of monthly fee

6.2 Claiming Credits

To claim service credits, you must:

1. Submit a request within 30 days of the incident
2. Provide details of the downtime experienced
3. Have paid all outstanding invoices
4. Not be in violation of Terms of Service

Credits will be applied to your next invoice and are non-transferable and non-refundable as cash.

7. Monitoring and Reporting

7.1 System Monitoring

We continuously monitor our systems using:

• Automated uptime monitoring from multiple geographic locations
• Performance metrics tracking and alerting
• Real-time error rate monitoring
• Network and infrastructure health checks

7.2 Status Page

Real-time system status is available at status.panelsms.com. This page includes:

• Current system status
• Scheduled maintenance announcements
• Incident history
• Performance metrics

7.3 Monthly Reports

Enterprise customers receive monthly SLA reports including:

• Actual uptime percentage
• Average API response times
• Incident summary and resolution times
• Support ticket statistics

8. Incident Management

8.1 Incident Response Process

1. Detection: Issue identified through monitoring or customer report
2. Assessment: Impact and severity evaluation
3. Notification: Status page update and customer communication
4. Resolution: Engineers work to restore service
5. Verification: Service restoration confirmed
6. Post-Mortem: Root cause analysis and preventive measures

8.2 Communication During Incidents

• Initial acknowledgment within 15 minutes of detection
• Updates every 30 minutes until resolution
• Final resolution notification
• Post-incident report within 48 hours for major incidents

9. Limitations and Exclusions

This SLA does not apply to:

• Free trials or promotional accounts
• Suspended accounts due to non-payment
• Beta features or services
• Third-party services or integrations
• Delivery rates controlled by mobile carriers

10. SLA Review and Updates

We review this SLA annually and may update it to reflect improvements in our service. Changes will be communicated 30 days in advance, and the updated version will be posted on our website.

11. Contact Information

For SLA-related questions or to report service issues:

Technical Support:
Email: support@panelsms.com
Phone: +34 900 123 457 (24/7 for Enterprise customers)
Status Page: status.panelsms.com