Service Level Agreement (SLA)

This Service Level Agreement ("SLA") outlines the performance commitments and support response standards provided by BlackSMS ("we," "our," or "us"), available at https://blacksms.in, to our enterprise clients and active API integration accounts.

1. Gateway Uptime Commitment

We strive to maintain high availability for our cloud SMS API and gateway infrastructure. BlackSMS guarantees a 99.9% service availability (uptime) during any calendar month. Service availability is defined as the ability of our API endpoints to receive requests and transmit them to the underlying telecommunication transit networks.

Uptime excludes scheduled maintenance windows, force majeure events, and downstream mobile network operator (MNO) outages.

2. Message Delivery Performance

While BlackSMS guarantees instant routing of SMS requests to telecom operator gateways (typically within 2 seconds of a successful API call), the final delivery of messages to recipient handsets depends entirely on mobile operator networks, signal availability, and recipient device status. Consequently, final delivery rates and delays are outside our direct control and are not covered under our uptime credits.

3. Support Response Standards

We provide technical support for API integrations, gateway operations, and billing inquiries. Target response times are structured based on the severity of the issue:

• Severity 1 (Critical Gateway Outage): Target response within 30 minutes; 24/7/365 coverage.
• Severity 2 (High - API degradation / account issues): Target response within 2 hours; business hours coverage.
• Severity 3 (Normal - General inquiries, setup help): Target response within 12 hours; business hours coverage.

4. Maintenance Windows

Scheduled maintenance is performed to ensure gateway performance, security, and scalability. We will notify customers via email or dashboard alert at least 24 hours prior to any planned maintenance that may result in service degradation. Routine updates are scheduled during off-peak hours (between 2:00 AM and 5:00 AM IST) to minimize disruption.

5. SLA Exclusions & Limitations

This SLA does not apply to any performance degradation or service failure caused by:

• Downstream telecommunication network outages or signal failures.
• Incorrect API configurations, script errors, or rate-limiting overages on the customer's side.
• DLT template mismatch or unapproved headers rejected by telecom operators.
• Suspension of services due to Violations of our Acceptable Use Policy (AUP).