This SLA applies to Customers on paid support plans. Community access is provided on a best-effort basis and is not covered by this SLA.
Standard: Mon–Fri, 9am–6pm Central Time (US), excluding federal holidays. Priority: 24/7 for P1 incidents.
We schedule periodic maintenance with at least 48 hours notice when feasible. Emergency maintenance may occur with minimal notice. Planned maintenance windows are excluded from uptime calculations.
Force majeure, Customer-caused issues, internet/ISP problems, mobile carrier disruptions, third-party platform outages, beta features, and use outside Acceptable Use are excluded from SLO calculations.
Credits must be requested within 30 days of the affected month and are the sole and exclusive remedy for SLO shortfalls.
Backups occur daily with a typical 30-day retention. Standard target: RTO 8h / RPO 24h; Priority target: RTO 4h / RPO 24h. Targets are objectives, not guarantees, and may be impacted by third-party infrastructure.
Customer must ensure lawful consent for messaging, honor opt-outs (STOP) and assist requests (HELP), and acknowledge that carrier issues and rate limits are excluded from the SLO. Certain SMS features may be limited during early rollout while TCPA-aligned consent workflows and campaign registrations (e.g., 10DLC) are completed; pre-release SMS features are provided on a beta, non-SLA basis.
This SLA is incorporated by reference into the Terms of Service.