Service Level Agreement
This Service Level Agreement (“SLA”) applies to Webex Interact. If capitalized terms are not defined in this SLA, then they have the same meaning as under the Webex Interact Terms of Use (“Agreement”).
Minimum uptime of Webex Interact is 99.95%.
Although we can offer an SLA for all Webex Interact services, the SLA only applies to delivering or receiving an SMS into or from a UK mobile operator’s SMS centres. UK mobile operators do not currently offer service level agreements for their SMS services.
We will investigate any failures upon request. Please contact us via Webex Interact Support Portal (service-now.com) to discuss any problems.
Once messages have been submitted to the mobile network they may be subject to additional delays. These can be compared to the delays experienced by normal SMS peer-to-peer traffic. The minimum uptime figures above are based on using Webex Interact interfaces (Platform, email to SMS, API) and do not account for any additional delays caused by the sender’s network operator or failures due to circumstances beyond our control.
Possible causes of SMS failure include, but are not limited to:
Incorrect number format, missing international codes, mistyped numbers
Number does not exist of has expired
Receiving network overloaded
Receiving network failure
Receiving phone switched off
Receiving phone’s inbox full