Service Level Agreement
Last updated: February 18, 2026
This Service Level Agreement outlines our commitment to service availability and support responsiveness.
Uptime Commitment
We commit to 99.99% monthly uptime for our core messaging services.
| Plan | Uptime | Service Credits |
|---|---|---|
| Enterprise | 99.99% | Up to 30% monthly credit |
| Growth | 99.9% | Up to 20% monthly credit |
| Starter | 99.5% | Up to 10% monthly credit |
Support Response Times
| Priority | Response | Description |
|---|---|---|
| Critical (P1) | 15 minutes | Service completely unavailable |
| High (P2) | 1 hour | Major feature impaired |
| Medium (P3) | 4 hours | Minor feature issues |
| Low (P4) | 24 hours | General questions |
Exclusions
- Scheduled maintenance (announced 48 hours in advance)
- Force majeure events
- Third-party service outages
- Customer-caused issues
Service Credits
If we fail to meet our uptime commitment, you may request service credits. Credits must be requested within 30 days of the incident.
COSMODATA - FZCO
License number: 15799
IFZA Dubai Building A3, Premises No A3 L3 310 C, Dubai Silicon Oasis, Dubai, UAE