Service Level Agreement (SLA)

1. Service Level Agreement Overview

This Service Level Agreement ("SLA") defines the performance and availability standards that Webzilla Creators commits to providing for our SMS Platform service. This SLA applies to all paid service plans and covers platform availability, message delivery performance, and support response times.

Our commitment to service excellence is measured across multiple dimensions to ensure reliable SMS delivery for your business communications.

2. Platform Availability Commitment

Exclusions

The following are excluded from our availability calculation:

• Scheduled maintenance (announced 24 hours in advance)
• Emergency maintenance for security or critical issues
• Issues caused by third-party services or carrier networks
• Force majeure events beyond our reasonable control
• Issues caused by customer misconfigurations or violations

3. Message Delivery Performance

Delivery Performance Standards

• Immediate Delivery: 95% of messages delivered within 10 seconds
• Standard Delivery: 99% of messages delivered within 30 seconds
• Bulk Messages: Processing starts within 5 minutes of submission
• Scheduled Messages: Delivered within 2 minutes of scheduled time

4. Support Response Times

5. Service Credits and Remedies

If we fail to meet our availability commitment, you may be eligible for service credits:

6. Performance Metrics and Monitoring

Message Delivery Standards

• Delivery Success Rate: ≥98% for valid mobile numbers
• Processing Time: API requests processed within 500ms
• Bulk Processing: 1,000 messages per minute minimum throughput
• Report Generation: Delivery reports available within 15 minutes

API Performance

• Response Time: 95% of API calls respond within 2 seconds
• Rate Limits: Standard plans: 100 requests/minute, Enterprise: 1,000/minute
• Authentication: API key validation within 100ms

7. Maintenance Windows

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

• Standard Maintenance: Sundays 2:00 AM - 4:00 AM EAT
• Emergency Maintenance: May occur outside scheduled windows
• Advance Notice: 24+ hours for planned maintenance
• Duration: Maximum 4 hours for standard maintenance

Critical security updates may require immediate maintenance with shorter notice periods.

8. Incident Response and Communication

Our incident response process ensures rapid resolution and transparent communication:

• Detection: Automated monitoring alerts our team within 5 minutes
• Acknowledgment: Critical incidents acknowledged within 15 minutes
• Status Updates: Regular updates every 30 minutes during active incidents
• Resolution: Post-incident reports provided within 24 hours

9. Data Backup and Recovery

We maintain comprehensive backup and disaster recovery procedures:

• Automated Backups: Daily incremental and weekly full backups
• Geographic Distribution: Backups stored in multiple locations
• Recovery Time Objective (RTO): 4 hours maximum
• Recovery Point Objective (RPO): 24 hours maximum data loss
• Testing: Backup restoration tested monthly

10. Monitoring and Reporting

We provide transparent reporting on our service performance:

• Real-time Status: Service status dashboard available 24/7
• Monthly Reports: Detailed SLA performance reports
• Uptime Tracking: Public uptime statistics
• Delivery Analytics: Real-time delivery success rates

11. SLA Limitations and Exclusions

This SLA does not cover:

• Issues caused by customer's internet connectivity
• Third-party carrier network problems
• Regulatory changes affecting SMS delivery
• Force majeure events (natural disasters, etc.)
• Planned maintenance windows
• Service abuse or policy violations

12. SLA Modifications

We may modify this SLA with 30 days' written notice. Modifications will not reduce service levels for existing paid subscriptions during their current term. Continued use of our service after modifications constitutes acceptance of the updated SLA.