Service Level Agreement

This Service Level Agreement ("SLA") applies to all paid NigeriaSMS services including Bulk SMS, OTP SMS Gateway, Voice Call API, WhatsApp Business API, RCS Messaging, and Email Marketing services.

This SLA does not apply to free trial accounts, sandbox/testing environments, or services affected by scheduled maintenance.

NigeriaSMS guarantees platform availability based on your subscription tier. "Uptime" is measured as the percentage of time our API endpoints and dashboard are operational and responsive within each calendar month.

Uptime is calculated as: (Total Minutes in Month - Downtime Minutes) / Total Minutes in Month x 100

Scheduled maintenance windows (communicated at least 48 hours in advance) are excluded from downtime calculations.

NigeriaSMS commits to the following delivery rates for properly formatted messages sent to valid, active Nigerian mobile numbers:

• OTP/Transactional SMS: 99.5% delivery rate

• Promotional/Bulk SMS: 98% delivery rate (excluding DND-registered numbers)

• Voice Calls: 97% connection rate

• WhatsApp Messages: 99% delivery rate

Delivery rates are measured monthly and exclude messages to invalid numbers, DND-registered numbers, and numbers on inactive networks.

If NigeriaSMS fails to meet the uptime commitment for your tier, you are eligible for service credits:

• Credits are calculated as a percentage of your monthly service fee for the affected month.

• Maximum credit per month shall not exceed 100% of the monthly fee for that service.

• Credits must be requested within 30 days of the incident.

• Credits are applied to future invoices and are not redeemable for cash.

To request a service credit, submit a claim to sla@nigeriasms.net with the date, time, and duration of the outage.

This SLA does not apply to service disruptions caused by:

• Force Majeure: Natural disasters, wars, government actions, or other events beyond our reasonable control.

• Network Operator Issues: Outages or degradations on MTN, Airtel, Glo, or 9mobile networks.

• Scheduled Maintenance: Pre-announced maintenance windows.

• Customer Actions: Issues caused by your code, configuration, or exceeding rate limits.

• Third-Party Services: Outages in services not operated by NigeriaSMS.

• DDoS or Security Incidents: Service impacts due to security attacks being mitigated.

NigeriaSMS provides tiered support response times based on severity:

• Critical (Platform Down): Response within 15 minutes, resolution target 1 hour.

• High (Major Feature Impaired): Response within 1 hour, resolution target 4 hours.

• Medium (Minor Feature Issue): Response within 4 hours, resolution target 24 hours.

• Low (General Inquiry): Response within 24 hours, resolution target 72 hours.

Enterprise tier customers receive dedicated account management and priority support queues.

During service disruptions, NigeriaSMS will:

• Post updates to our status page (status.nigeriasms.net) within 15 minutes of incident detection.

• Send email notifications to affected customers for incidents lasting longer than 30 minutes.

• Provide post-incident reports (PIR) for any outage exceeding 1 hour within 5 business days.

• Conduct root cause analysis and share findings with affected Enterprise customers.

Scheduled maintenance is performed during low-traffic periods to minimize impact:

• Regular Maintenance: Sundays 2:00 AM - 5:00 AM WAT (West Africa Time)

• Emergency Maintenance: May occur at any time with maximum possible advance notice.

• All scheduled maintenance is communicated via email and dashboard notification at least 48 hours in advance.

• We strive to limit scheduled maintenance to no more than 4 hours per month.

• All data is encrypted in transit (TLS 1.3) and at rest (AES-256).

• Daily automated backups with geo-redundant storage.

• Recovery Point Objective (RPO): 1 hour.

• Recovery Time Objective (RTO): 4 hours.

• Annual third-party security audits and penetration testing.

NigeriaSMS may modify this SLA with 30 days written notice to customers. Changes will not apply retroactively to existing service credit claims. Material changes that reduce service commitments require customer consent for Enterprise tier agreements.

For SLA-related inquiries, service credit claims, or incident reports:

• Email: sla@nigeriasms.net

• Emergency Hotline: +234 800 000 0001

• Status Page: status.nigeriasms.net