This Service Level Agreement is applicable if you signed up for MessageBird’s Services (including through any of its Affiliates) on or after 28 February, 2022 and before 03 May 2023. If you signed up for MessageBird’s Services (including through any of its Affiliates) before 28 February, 2022, the archived Service Level Agreement is available here. If you signed up on or after 03 May 2023, MessageBird provides Services under this Service Level Agreement.
Perjanjian Tingkat Layanan MessageBird
This Service Level Agreement (“SLA”) governs your use of SLA Eligible Services (as defined in the table below). Capitalized terms used in this SLA but not defined below are defined in Perjanjian. Unless otherwise agreed in an Order Form, no service level agreement applies to Services that are not qualified as an SLA Eligible Service in this SLA. We reserve the right to change the terms of this SLA in accordance with Perjanjian.
Waktu kerja. Unless otherwise agreed in the Order Form, we will use commercially reasonable efforts to make each SLA Eligible Service you purchase available with an Uptime Percentage of at least the Uptime Percentage Threshold for the applicable SLA Eligible Service listed in the table below.
LAYANAN YANG MEMENUHI SYARAT SLA
PERSENTASE WAKTU KERJA
AMBANG BATAS PERSENTASE WAKTU KERJA
Layanan Platform:
MessageBird API REST
MessageBird API Voice
MessageBird Dashboard
MessageBird Mail to SMS Service
Platform SMPP MessageBird (Pesan Singkat Peer-to-Peer)
Persentase Waktu Aktif untuk setiap Layanan Platform dihitung oleh kami dengan mengurangi dari 100% persentase periode lima (5) menit terus menerus selama bulan kalender tertentu di mana Layanan Platform yang berlaku Tidak Tersedia tidak termasuk Pengecualian Waktu Aktif.
Bulanan 99,95%
Layanan Email:
SparkPost Premier
SparkPost Premium
Startup Premium SparkPost
Persentase Waktu Aktif untuk Layanan Email dihitung oleh kami dengan mengurangi dari 100% persentase detik selama bulan kalender tertentu di mana Layanan Email Tidak Tersedia, tidak termasuk Pengecualian Waktu Aktif.
Bulanan 99,99%
Layanan API Pemberitahuan Push:
Balok Pendorong
(applicable to custom plans and customers on standard plans who purchased higher levels of service, in each case as specified in the applicable Order Form)
Persentase Waktu Aktif adalah persentase waktu di mana API responsif terhadap permintaan setiap tahun yang akan dihitung oleh kami dengan mengurangi dari 100% persentase periode Ketidaktersediaan selama lima (5) menit selama periode tahunan tidak termasuk Pengecualian Waktu Aktif.
Setiap tahun 99,95%
Layanan API Pemberitahuan Push:
Pendorong Channels
(applicable to custom plans and customers on standard plans who purchased higher levels of service, in each case as specified in the applicable Order Form)
Persentase Waktu Aktif adalah persentase waktu di mana API responsif terhadap permintaan setiap tahun yang akan dihitung oleh kami dengan mengurangi dari 100% persentase periode Ketidaktersediaan selama lima (5) menit selama periode tahunan tidak termasuk Pengecualian Waktu Aktif.
Setiap tahun 99,95%
Layanan Video:
API Data
Contoh
API Penjaga
Uptime Percentage for each Video Service is calculated by us by the following formula:
Uptime Percentage %= (time available - Tidak tersedia) / time available x 100%
Bulanan 99,9
Layanan Telserv:
DIDs (Inbound Voice)
Suara Dua Arah (Iklan Terpadu)
Mobile Numbers
Toll-Free Numbers
Nomor Bebas Pulsa Internasional Universal (UIFN)
SIP Trunking
Number Management Portal
Global Voice Network
Porting Services
Meja Peraturan
The Uptime Percentage is the time in which the Telserv Service was available during the measurement period excluding any Pengecualian Waktu Kerja. The measurement period is one (1) year from the date of activation and every following year on the same date.
We will use reasonable commercial endeavors to solve any case of Unavailability within four (4) hours of notification (“Saatnya Memperbaiki” also known as “TTR”). TTR only applies in cases where the Telserv Service is Tidak tersedia. It does not apply to faults relating to reduced provision of Layanan Telserv or the quality of Telserv Services.
In the event of an Off-net issue, the four (4) hours commitment does not apply. “Masalah di luar jaringan” means any issue or problem that requires action in systems or networks operated or owned by third parties. In these cases, we will use reasonable commercial endeavors to seek to achieve a TTR of eight (8) hours but no Kredit Layanan applies in that respect.
Annually 99.90%
TTR 4 hours
“Unavailable” or “Unavailability” means the following based on the specific SLA Eligible Service:
LAYANAN YANG MEMENUHI SYARAT SLA
DEFINISI TIDAK TERSEDIA ATAU TIDAK TERSEDIANYA
Layanan Platform:
MessageBird API
REST MessageBird API
Voice MessageBird
Dashboard MessageBird Mail to SMS Service
MessageBird SMPP Platform (Short Message Peer-to-Peer)
Unavailable is when one (1) or more of the Platform Services are not available for use.
Unavailability is determined according to third party performance and monitoring services contracted by us at our sole discretion (the “Layanan Pemantauan”). The Monitoring Service will be the sole determinator of unavailability. The Monitoring Service reports of availability are currently available at status.messagebird.com; provided that service issues or outages relating to any Uptime Exclusions shall not be deemed as unavailability. Unavailability is calculated per each individual Platform Service, not combined as a total, averaged, or aggregated across Platform Services.
Layanan Email:
SparkPost Premier
SparkPost Premium
SparkPost Premium Startup
Ketika, dalam detik tertentu, Anda mencoba melakukan: (a) panggilan API ke Layanan Email dan semua panggilan API tersebut gagal karena batas waktu sisi server Layanan Email atau kesalahan layanan internal; dan/atau (b) injeksi SMTP ke Layanan Email dan semua injeksi SMTP tersebut gagal karena batas waktu sisi server Layanan Email atau kesalahan layanan internal.
Layanan API Pemberitahuan Push:
Balok Pendorong
(applicable to custom plans and customers on standard plans who purchased higher levels of service, in each case as specified in the applicable Order Form)
Unavailable is any period of time during which the API is non-responsive to requests, or the notification publishing throughput goes below one hundred thousand (100,000) notifications per minute. “API” means the Pusher REST API through which the services are delivered.
Layanan API Pemberitahuan Push:
Pusher Channels
(applicable to custom plans and customers on standard plans who purchased higher levels of service, in each case as specified in the applicable Order Form)
Unavailable means any period of time during which the API is non-responsive to requests, or the internal message routing latency is above 900ms. "API" means the Pusher REST API and WebSocket Client API through which the services are delivered.
Layanan Video:
Data API
Instance
Keeper API
Unavailability is the time the Video Service is not fully operational available for use by you and your users in accordance with Perjanjian. The availability statistics for Video Services can be found at https://www.24sessions.com/status-page. This status page will be the sole determinator of unavailability.
Telserv Services:
DIDs (Inbound Voice)
Two Way Voice (Unified Commercials)
Mobile Numbers
Toll-Free Numbers
Universal International Toll-Free Numbers (UIFN)
SIP Trunking
Number Management Portal
Global Voice Network
Porting Services
Regulations Desk
Layanan dianggap tidak tersedia jika terjadi kehilangan sinyal pada salah satu (1) atau kedua arah transmisi Layanan Telserv. Dalam semua kasus lainnya, Layanan Telserv dianggap tersedia. Ketidaktersediaan untuk setiap Layanan Telserv diukur per nomor, tidak digabungkan sebagai total, rata-rata, atau gabungan di seluruh Layanan Telserv.
For purposes of calculating whether we have met the applicable Uptime Percentage Threshold and notwithstanding anything ke contrary, a SLA Eligible Service will not be considered to be Unavailable if such Unavailability is caused by or arises out of one of the following (“Uptime Exclusions”):
Faktor-faktor di luar kendali wajar kami, termasuk, tanpa batasan, peristiwa force majeure, peristiwa cuaca, pengaruh bangunan dan struktur (jika berlaku untuk Layanan yang Memenuhi Syarat SLA yang relevan), masalah atau masalah terkait penyedia telekomunikasi, akses internet, atau masalah terkait yang terjadi di luar titik demarkasi layanan kami (atau subkontraktor hosting langsung kami (yaitu di luar titik di jaringan tempat kami mempertahankan akses dan kontrol atas Layanan yang relevan), kepatuhan terhadap persyaratan, arahan, atau kewajiban serupa berdasarkan atau sesuai dengan hukum yang berlaku;
Segala tindakan atau tidak adanya tindakan oleh Anda, pengguna Anda, atau pihak ketiga mana pun (selain agen dan subkontraktor kami) termasuk, jika berlaku untuk Layanan yang Memenuhi Syarat SLA, kegagalan Anda dalam mematuhi instruksi kami dan kegagalan Anda dalam menyediakan akses yang wajar ke peralatan yang relevan;
Masalah yang diakibatkan oleh atau timbul dari aplikasi Anda (termasuk Aplikasi Pelanggan), peralatan, perangkat lunak, atau teknologi lain dan/atau peralatan, perangkat lunak, atau teknologi pihak ketiga yang tidak disediakan oleh MessageBird berdasarkan Formulir Pesanan;
Our ability to suspend or terminate your access ke applicable Service in accordance with Perjanjian;
Penggunaan Layanan Email nonproduksi;
Perawatan terjadwal apa pun;
Pemeliharaan Layanan Video termasuk pemeliharaan terjadwal, pengujian pemulihan bencana, atau untuk mengoptimalkan atau memperbaiki Layanan Video yang mungkin berdampak pada ketersediaan Layanan Video, asalkan kami memberi tahu Anda tujuh (7) hari kerja sebelum pemeliharaan tersebut. Pemeliharaan terjadwal Layanan Video tidak akan dilakukan antara pukul 08:00 - 20:00 CET.
Pemeliharaan tidak terjadwal pada Layanan API Push Notification yang dilakukan di luar jam kerja normal pukul 09:00 hingga 17:00 UTC, dengan ketentuan bahwa kami telah melakukan upaya yang wajar untuk memberikan pemberitahuan sebelumnya setidaknya empat (4) jam sebelumnya;
Pemeliharaan darurat pada Layanan, termasuk pemeliharaan pada perubahan sistem penting yang tidak dapat menunggu pemeliharaan terjadwal; dan
Use of the applicable SLA Eligible Service in breach of Perjanjian;
Produk Beta;
Pembaruan atau modifikasi pada Layanan Telserv, asalkan Layanan Telserv telah memberi tahu Anda tentang kemungkinan pembaruan atau modifikasi tersebut;
Apabila kami tidak memenuhi Ambang Batas Persentase Waktu Aktif yang berlaku untuk Layanan yang Memenuhi Syarat SLA yang Anda beli, Anda berhak meminta Kredit Layanan yang berlaku yang tercantum dalam tabel di bawah ini. Dalam setiap kasus yang Anda yakini berhak atas Kredit Layanan, Anda harus memberi tahu kami tentang hak tersebut berdasarkan Prosedur Permintaan Kredit yang berlaku di bawah ini.
Siapa yang tidak bisa mengklaim. You will not be eligible for any Service Credits if (i) you breached Perjanjian, or (ii) your claim relates to an aspect of our Services for which Service Credits do not apply (including where Service Credits are not specified as applicable in any Order Form, Perjanjian, the Product Specific Terms or otherwise), or (iii) your use of a SLA Eligible Service is from an account created through an online self service portal.
LAYANAN YANG MEMENUHI SYARAT SLA
Service Credit
Prosedur Permintaan Kredit
Layanan Platform:
MessageBird API REST MessageBird API Voice MessageBird Dashboard MessageBird Mail to SMS Service
MessageBird SMPP Platform (Short Message Peer-to-Peer)
Kredit sebesar sepuluh persen (10%) dari biaya pro rata yang dibayarkan oleh Anda untuk Layanan Platform tertentu yang mengalami Ketidaktersediaan selama bulan kalender di mana Persentase Waktu Aktif berada di bawah Ambang Batas Persentase Waktu Aktif.
You must submit a ticket here within thirty (30) days of the date in which the Unavailability occurred.
The ticket must include (i) “SLA Claim” as the subject of the ticket; (ii) the dates and times of the Unavailability for which you are requesting credit; and (iii) any applicable information that documents the claimed outage. Failure to comply with these service credit request procedures will forfeit your right to receive a Service Credit.
If we determine that you are eligible for a Service Credit, we will apply any such Service Credits within sixty (60) days after the Service Credit was approved by us. The Service Credit will be issued to your SLA Eligible Service balance for future use of the specific SLA Eligible Service only.
Layanan Pengiriman Email:
SparkPost Premier
SparkPost Premium
SparkPost Premium Startup
A credit of five percent (5%) of the pro rata fee paid for the Email Delivery Service during the calendar month in which the Monthly Uptime Percentage falls below the Monthly Uptime Percentage Threshold. Service Credits for the Email Delivery Service will not exceed fifty percent (50%) of fees payable for the Email Delivery Service in a single month. Service credits that would be available but for this limitation will not be carried forward to a future billing period.
You must notify us if you believe you are entitled to a Service Credit within thirty (30) days of the event giving rise to the Service Credit request by email to support@sparkpost.com. We will promptly reply indicating the acceptance or rejection of your request. If the request is rejected, we will provide an explanation of the rejection. If the request is accepted we will apply any approved Service Credits only against future payments otherwise due from you.
Layanan API Pemberitahuan Push:
Balok Pendorong
Pusher Channels
(dalam setiap kasus di atas sebagaimana berlaku untuk paket khusus dan pelanggan dengan paket standar yang membeli tingkat layanan yang lebih tinggi, sebagaimana ditentukan dalam Formulir Pesanan yang berlaku)
Setiap tiga puluh (30) menit Ketidaktersediaan sama dengan lima persen (5%) dari biaya yang harus dibayar untuk layanan yang terpengaruh oleh Ketidaktersediaan, dengan ketentuan bahwa kredit layanan agregat maksimum yang dapat diterapkan untuk periode penagihan apa pun tidak akan melebihi 100% dari biaya yang harus dibayar selama periode penagihan tersebut. Kredit layanan yang akan tersedia tetapi karena batasan ini tidak akan diteruskan ke periode penagihan berikutnya.
You must notify your Account Manager to inquire about your eligibility for any Service Credits. Any Service Credits due will be shown as a deduction from the amount due from you in the invoice for the billing period to which such Service Credits relate, or in any future invoice issued by us under Perjanjian, with a clear indication of the billing period to which such Service Credits relate. Any Service Credits due to you for the last month of the Contract shall be refunded by us.
Layanan Video:
Data API
Instance
Keeper API
Kredit satu (1) hari Layanan Video tambahan akan ditambahkan pada akhir siklus penagihan untuk setiap 0,1% di bawah Ambang Batas Persentase Uptime untuk Layanan Video yang berlaku.
Untuk meminta Kredit Layanan, Anda harus memberi tahu kami secara tertulis melalui email dalam waktu tiga puluh (30) hari sejak Anda memenuhi syarat untuk mendapatkan Kredit Layanan.
Layanan Telserv:
DIDs (Inbound Voice)
Two Way Voice (Unified Commercials)
Mobile Numbers
Toll-Free Numbers
Universal International Toll-Free Numbers (UIFN)
SIP Trunking
Number Management Portal
Global Voice Network
Porting Services
Regulations Desk
Unavailability as follows:
99,89% - 99,80% sama dengan 15% dari MRC tahunan;
99,79% - 99,70% sama dengan 20% dari MRC tahunan;
Kurang dari 99,70% sama dengan 30% dari MRC tahunan. Total biaya reguler
terjadi berulang kali (secara berkala, umumnya bulanan),
independent of the usage of a Telserv Service is the Month Recurring Cost (“MRC”).
TTR (time to repair) for Premium Rate or Shared Cost Numbers as follows:
>4 and ≤6 hours is equal to 10% of the annual MRC;
>6 and ≤8 hours is equal to 20% of the annual MRC;
>8 and ≤10 hours is equal to 30% of the annual MRC;
>10 hours is equal to 40% of the annual MRC.
TTR for all other Numbers as follows:
>4 and ≤6 hours is equal to 1% of the average call charges;
>6 and ≤8 hours is equal to 2% of the average call charges;
>8 and ≤10 hours is equal to 3% of the average call charges;
>10 hours is equal to 4% of the average call charges.
Biaya panggilan rata-rata adalah rata-rata biaya panggilan yang ditagihkan dalam tiga bulan terakhir
bulan sebelum acara berlangsung.
Dalam hal apa pun, Kredit Layanan pada tahun tertentu tidak akan melebihi €5.000. Kredit Layanan yang akan tersedia tetapi karena batasan ini tidak akan diteruskan ke periode penagihan berikutnya.
The TTR is definitively measured by the Telserv Fault Management System (“FMS”). The FMS starts when you report a failure in conformity in accordance with this SLA and a report is opened by the us. The TTR ends when we have solved the issue and we closed the report. We will attempt to alert you when the failure has been resolved. If the Telserv Service is not repaired within the TTR (excluding Off-net issues), you can submit a request for a Service Credit.
You must immediately report Telserv Service failures to +31 33 744 0 788 (available 24x7x365) or your Account Manager. You must file a request for a Service Credit (i) citing the reasons in writing, (ii) to your Account Manager, and (ii) within thirty (30) days from the end of the applicable measurement period or from the relevant event of a TTR, whichever applies.
Kegagalan untuk melaporkan klaim seperti yang dijelaskan di sini akan mengakibatkan hilangnya Kredit Layanan yang memenuhi syarat. Kecuali untuk penipuan atau kesalahan pelaporan, data Layanan Telserv bersifat mengikat dan final.
Service Credits are granted at our sole discretion and only after our confirmation of the nature and accuracy of any alleged Unavailability. Service Credits will not entitle you to any refund or other payment from us. Service Credits may not be transferred or applied to any other account or other Service other than the specific SLA Eligible Service for which the Service Credit was issued.
Sole Remedy. Unless otherwise expressly provided in Perjanjian, your sole and exclusive remedy for any unavailability, non-performance, or other failure by us to provide each SLA Eligible Service is the receipt of a Service Credit (if eligible) in accordance with the terms of tPerjanjian.
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