Legal Information
Service Level Agreement - ClickSend
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 unable 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.
Technical Support
ClickSend will provide Customers access to technical support 24 hours a day, 7 days a week. In some circumstances (for example peak times) the Customer may be asked to leave a message through a voicemail system. If a message is left with ClickSend’s telephone answering service, a technical support officer will return the call as a matter of priority. If a message is left with ClickSend’s support email or telephone answering service, a technical support officer will take action (if required) and return the call. ClickSend endeavours to provide a personal response to all telephone queries, however Customers may be contacted via email.
The level of urgency is determined in agreement by the client and ClickSend. Response times are outlined below.
Urgent Issues
For example, message delivery is affected.
ClickSend will take action within 30 minutes and respond to the client within 2 hours.
Non-Urgent Issues
For example, need assistance with API integration.
ClickSend will take action and respond to the client within 8 standard business hours.
Maintenance
Scheduled Maintenance
ClickSend does not perform any regular scheduled maintenance. In the rare event that maintenance is scheduled, it will be listed on our status page: https://status.clicksend.com 7 days before the scheduled date. You can subscribe to updates on this page.
Unscheduled Maintenance
In the rare event of unscheduled maintenance, our status page (see above) will be updated with as much notice as possible.