Service Level Agreement

This agreement is between Commify UK Ltd and its subsidiaries, and the Customer using Commify UK Ltd’s messaging platform. For SLA affecting details not mentioned in this agreement, common sense and professional business ethics are expected from both parties.

1. Commify UK Ltd Support Contact Details

The Customer may always contact Commify UK Ltd’s Customer Support by phone or by email, should you have any technical questions and/or need technical support related to the service(s) provided. Commify UK Ltd’s telephone Customer Support representatives are available during office hours which are Monday - Thursday 09:00 GMT - 17:00 GMT and Friday 09:00 GMT - 16:00 GMT (excluding Bank Holidays), and email support is provided 24 hours a day, 365 days a year. The Customer is asked to make sure to always address Commify UK Ltd’s Support Team in the English language.

Telephone Number:
Monday - Thursday: 09:00 GMT – 17:00 GMT - 01484 599 311
Friday: 09:00 GMT – 16:00 GMT - 01484 599 311

E-mail: 24 hours: support@voodooSMS.com

2. Contacting Support in case of loss of service, or service disturbance

All contacts with Commify UK Ltd Support should be followed with a supporting email to support@voodooSMS.com. Commify UK Ltd Support cannot guarantee to further process any contact without a supporting email explaining query in detail. We endeavour to contact the Customer within 4 hours of email. When calling Commify UK Ltd Support, Customers will get the option to leave a voice mail message if all Support Engineers are unavailable to answer the Customer’s call. Customers are asked to have the following information available before contacting Commify UK Ltd’s Support to enable speedy response:

• Customer Account Name on VOODOO system.
• Customer Account Number on VOODOO system.
• Contact name and telephone number.
• A brief description of the problem.
• Any data to help investigate the problem.

3. Commify UK Ltd Voicemail

If the Customer reaches the voicemail system, Commify UK Ltd’s Support Team will return the call within 12 hours to confirm that the Support Engineers have started to examine the problem, and are working towards a resolution. Commify UK Ltd’s Support Team will contact the Customer regularly, providing feedback and updated information until the problem has been completely resolved.

4. Definition of Loss of Service and Service Disturbance, and Resolution Time

Loss of Service and Service Disturbance are ranked according to the following priorities:

Priority 1: Active services that completely fail to operate, examples:

• Customer cannot connect to Commify UK Ltd’s messaging platform.
• No message delivery.
• More than 30 minutes’ delays on ≥ 20% messages.
• Severe message duplication.
• 100% loss of delivery notifications.
• Character encoding problems where the whole message content is faulty on ≥20% of the messages sent.

Priority 2: Active services that are clearly impaired, examples:

• Continuous intermittent connectivity issues to Commify UK Ltd’s messaging platform.
• Above 10% message delivery failure.
• More than 30 minutes’ delays on < 20% messages.
• Above 30% loss of delivery notifications.
• Minor message duplication.
• Character encoding problems where the whole message content is faulty on <20% of the messages sent.

Priority 3: Active services affected, but defect is not critical for service to run, examples:

• Occasional connectivity issues to Commify UK Ltd’s messaging platform 10% or less message delivery failure.
• More than 30 minutes’ delays on < 5% messages.
• 30% or less loss of delivery notifications.
• Character encoding problems where the whole message content is faulty on <5% of the messages sent.
• Faulty or malfunctions in Reports, or Reporting Tool.

Priority 4: Minor or none service affecting issues, examples:

• Cosmetic API and tool problems.
• Testing and implementation guidance.
• Minor delivery problems.
• Character encoding problems where parts of the content are faulty
• Minor losses of delivery notifications.

Priority percentage of tickets resolved within:

• Priority 1 90% < 24 hours
• Priority 2 90% < 2 days
• Priority 3 90% < 5 working days
• Priority 4 90% < 10 working days

The Customer will confirm Commify UK Ltd’s failure record. This record shall serve as evidence for the time of the failure report, except if the Customer provides evidence to the contrary.

5. Unauthorised Use

Failures resulting from the unauthorised use or misuse of any application and/or system will be processed by Commify UK Ltd as a regular incident as provided by the obligations resulting from the present Service Level Agreement. Any costs resulting from this type of failures will be charged to the Customer. Utilise contact details from point 1.

6. Scheduled Activities

Both parties agree to notify each other in reasonable time before any scheduled activities take place, which may affect the quality and/or performance of the service(s).

7. Other Stipulations

Commify UK Ltd shall not be held liable for any failures resulting from technical deficiencies related to a third party, or any matters outside Commify UK Ltd’s control. Commify UK Ltd reserves the right to change this agreement without any prior notice, to which the Customer can chose to agree or disagree with. Any objection to the changes in this agreement should be addressed to Commify UK Ltd’s management, in writing, within 30 days of the notified change.

If any part of this Service Level Agreement contradicts any part of the contract established between Commify UK Ltd and the Customer, the contract will have precedence.

The Service Level Agreement includes reporting structures, defines acceptable levels of performance and provides monitoring (ISO27001: Voodoo SMS-ISMS-R-15.2.1), inspection and audit rights where applicable.