SLA and service level
Message statuses, service boundaries and how to agree on specific guarantees.
This page does not establish a numerical uptime guarantee, fixed response or recovery deadline, or automatic compensation for general use. A plan’s SLA label alone does not define these metrics; they need a written agreement.
Current service operation
The dashboard records sending requests, message status history and available error reasons. Balance, spending limits, channel settings and moderation affect sending. These features describe how the service operates, not a guaranteed availability percentage.
What statuses mean
“Queued” means waiting to send. “In moderation” means waiting for review. “Sent” means the sending stage completed successfully, not that the recipient read it. “Delivered” means a delivery confirmation supported by the channel was recorded. The type and availability of confirmation depend on the channel.
Delivery dependencies
Provider or operator outages, recipient device state, incorrect contacts, an unbound bot, invalid tokens, balance and limits can delay or prevent delivery. The treatment of maintenance and external dependencies in SLA measurements belongs in the individual agreement.
Reporting an incident
Use the phone or email below and include the time, channel and message identifier. A support response and service recovery are different stages; a deadline for one does not automatically apply to the other.
If you need a guaranteed SLA
Agree in writing on availability percentage, measurement period and source, support hours, incident severity levels, response and recovery times, exclusions and compensation before starting service.