Legal Information

ClickSend Service Level Agreement

Last updated: September 2015

Rock-Solid 100% uptime guarantee

ClickSend has a solid commitment to providing you with the very best service – that’s why we can offer you a straightforward and rock-solid 100% Uptime Guarantee!

How it works

If you are un able to send SMS messages using our gateway as a result of a failure in our systems and for reasons other than previously announced scheduled maintenance, coding or configuration errors on your part, we’ll issue you a credit or refund according to the Rebate Schedule:

Uptime (Monthly %) Rebate Schedule
<100 5%
<99 10%
<98 25%
<97 50%
<96 75%
<95 100%

Where the SLA is defined by the number of whole minutes a service is not available for rounded to the nearest whole minute and calculated against the number of minutes in a 30 day calendar month, converted to a percentage of uptime.

Although we monitor our system 24 hours a day, we begin assessing credit from the time you contact us to report the problem. You must also register a complaint within the calendar month immediately following the period in which the Uptime Commitment failure occurred. This SLA on the service is backed by either an account credit or refund depending on the length of downtime experienced by the customer up to a maximum of $125 or equivalent.


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