Service Level agreement

Service Level Agreement

SERVICE LEVEL AGREEMENT (SLA)

Effective Date: 25.01.2026
Version: 1.0

This Service Level Agreement (“SLA”) sets out the operational service levels applicable to all messaging and communications services provided by QuickSMS (“Company”) to its customers (“Customer”).

This SLA forms part of, and is incorporated into, the applicable agreement, framework, or order (“Contract”).

In the event of any conflict between this SLA and the Contract, the terms of the Contract shall prevail.

This SLA defines operational targets only and does not create financial or compensatory obligations.


1. Digital-First SLA & Version Control

The current version of this SLA is published at:

https://www.quicksms.com/ServiceLevelAgreement

This SLA applies to all QuickSMS services unless otherwise agreed in writing.

QuickSMS may update this SLA from time to time to reflect service improvements, regulatory requirements, security enhancements, or operational changes.

Updated versions apply to:

  • New contracts entered into after the effective date; and

  • New orders, call-offs, or continued service usage after publication.

No update shall materially reduce overall service commitments without prior written agreement.

Continued use of the services constitutes acceptance of the applicable SLA.

For G-Cloud call-offs and Other Public Sector frameworks changes only apply where permitted by the Call-Off Contract and will not override agreed terms.


2. Scope & Exclusions

QuickSMS shall not be liable for service failures caused by:

  • Mobile Network Operators

  • Third-party messaging or telecommunications providers

  • Force majeure events

  • Customer systems, data, or integrations

  • Customer misuse

  • Internet or telecom infrastructure failures beyond reasonable control


3. Services Covered

This SLA applies to all QuickSMS services as described in the applicable Contract and G-Cloud service definition, including:

3.1 Messaging Channels

  • SMS (outbound and inbound)

  • RCS Business Messaging (Branded, Single Message, Conversational)

  • NHS App and Digital First messaging workflows

  • WhatsApp Business Messaging

  • Apple Business Messaging

  • Telegram, Viber, LINE and other supported OTT channels

  • Email messaging

  • Voice messaging services

3.2 Platform Services

  • Unified messaging platform

  • Automatic channel fallback (App → RCS → SMS)

  • Secure messaging APIs

  • Clinical and administrative system integrations

  • Reporting and analytics dashboards

  • Campaign management and scheduling tools


4. Customer Responsibilities

The Customer is responsible for:

  • Maintaining stable system connectivity

  • Providing accurate forecasting were requested

  • Supplying timely technical information

  • Ensuring lawful and compliant use of messaging services

Failure to meet these obligations may affect service performance.


5. Service Availability

5.1 Platform Availability

Service

Commitment

Unified Messaging Platform

99.9% monthly availability

Service Hours

24 × 7 × 365


Availability applies to platform access, APIs, and message submission interfaces.

5.2 Exclusions

Availability excludes:

  • Planned maintenance

  • Customer systems

  • Third-party provider outages

  • Force majeure

  • Customer misuse


6. Maintenance & Outages

6.1 Scheduled Maintenance

  • Normally between 00:00–04:00 UK time

  • Minimum 72 hours’ notice

  • Maximum 2 events per month exceeding 15 minutes

  • Maximum cumulative duration: 1 hour per month

Notifications are published via the Status Page.


6.2 Unplanned Outages

  • Maximum single outage: 6 hours

  • Real-time updates via Status Page


7. Support & Incident Management

7.1 Contact Details

All incidents and enquiries must be raised via:

Telephone (24×7): +44 (0) 203 740 8909
Email: support@quicksms.com
Status: https://status.quicksms.com/

7.2 Incident Priorities

Priority

Description

P1

Total outage or >20% rejection

P2

Severe degradation (5–20%)

P3

Moderate degradation

P4

Minor issues


7.3 Response Targets

Priority

Response

Restoration

Resolution

P1

30 mins

30 mins

1 working day

P2

1 hour

2 hours

2 working days

P3

24 hours

2 working days

Next release

P4

48 hours

Reasonable

Next release


7.4 Escalation

  • Automatic internal escalation on breach of targets

  • Hourly updates for P1 incidents

  • Senior engineering involvement where required


8. Reporting & Reviews

  • Monthly usage and delivery reports

  • Secure web reporting access

  • Periodic service reviews by agreement


9. Business Continuity & Resilience

QuickSMS maintains:

  • Redundant, resilient infrastructure

  • Daily encrypted backups

  • Tested recovery plans

  • Controlled system access

  • ISO 27001-aligned continuity governance

Where specific disaster recovery or data recovery objectives are required, these will be agreed separately in the applicable Contract or call-off agreement.


10. Remedies & Liability

QuickSMS will use reasonable endeavours to meet all service targets.

Where targets are not met, obligations are limited to:

  • Investigation

  • Escalation

  • Service restoration

No service credits, refunds, or penalties apply.

All financial liability is governed exclusively by the Contract.


11. Review & Amendment

This SLA may be updated in accordance with Section 1. The current online version shall apply.