Service Level Agreement
For Uptime and Support Standards
SERVICE LEVEL AGREEMENT (SLA)
Effective Date: 31.03.2026
Version: 1.1
This Service Level Agreement ("SLA") sets out the operational service levels applicable to all messaging and communications services provided by QuickSMS Limited ("QuickSMS") 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. Where an Order Form or Commercial Schedule expressly references a specific SLA metric for the purpose of defining a contractual threshold, that metric shall apply as agreed in that document and shall not be affected by Section 10 of this SLA.
This SLA defines operational targets only and does not create financial or compensatory obligations except where expressly stated in an applicable Contract.
1. Version Control
The current version of this SLA is published at https://www.quicksms.com/ServiceLevelAgreement and 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 to new orders, call-offs, or continued service usage after publication. No update shall materially reduce overall service commitments without prior written agreement.
For G-Cloud call-offs and other public sector framework agreements, changes apply only where permitted by the applicable Call-Off Contract and will not override agreed terms.
Continued use of the services following publication of an updated version constitutes acceptance of the updated SLA.
Previous versions are available on request.
2. Scope and Exclusions
Services covered
This SLA applies to all QuickSMS services as described in the applicable Contract, including the messaging channels and platform services set out in Section 3 below.
Exclusions
QuickSMS shall not be liable for service failures or degradation caused by any of the following, and availability and performance targets exclude downtime or degradation attributable to:
Mobile network operators, including routing decisions, network congestion, or MNO-side outages;
Third-party messaging, telecommunications, or channel providers, including RCS platform availability decisions made by Google or any other channel provider;
Force majeure events as defined in the applicable Contract;
The Customer's own systems, data, integrations, or API configurations;
Failures caused by the Customer's own integration or API configuration, including misconfigured credentials, incorrect endpoint usage, or malformed requests;
Customer misuse or use of the services in breach of the Contract;
Internet or telecommunications infrastructure failures beyond QuickSMS's reasonable control; and
Scheduled maintenance carried out in accordance with Section 6 of this SLA.
3. Services Covered
3.1 Messaging Channels
SMS — outbound and inbound
RCS Business Messaging — Branded Message, Single Message, and Conversational variants
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 and appropriate network infrastructure;
Providing accurate volume forecasting where requested by QuickSMS;
Supplying timely technical information required for integration and support;
Ensuring lawful and compliant use of messaging services in accordance with the Contract and applicable law; and
Maintaining and securing its own API credentials, access tokens, and integration configurations.
Failure to meet these responsibilities may affect service performance and QuickSMS shall not be liable for service failures or degradation arising from the Customer's failure to meet them.
5. Service Availability
5.1 Platform Availability
| Service | Commitment |
|---|---|
| Unified Messaging Platform | 99.7% monthly availability |
| Service Hours | 24 × 7 × 365 |
Availability applies to platform access, APIs, and message submission interfaces operated by QuickSMS.
5.2 Availability Calculation
Monthly availability is calculated as:
((Total minutes in month − Unplanned downtime minutes) ÷ Total minutes in month) × 100
Unplanned downtime means periods during which the platform is wholly unavailable for message submission, excluding all items listed in Section 2 and scheduled maintenance under Section 6.
5.3 Exclusions from Availability Calculation
The following are excluded from the availability calculation and do not count as downtime:
Scheduled maintenance windows notified in accordance with Section 6;
Outages caused by factors listed in Section 2;
Degraded performance that does not constitute a complete loss of platform availability; and
Periods during which the Customer's own systems are unavailable or misconfigured.
6. Maintenance
6.1 Scheduled Maintenance
Scheduled maintenance is normally carried out between 00:00 and 04:00 UK time. QuickSMS will provide a minimum of 72 hours' advance notice via the Status Page at https://status.quicksms.com. Scheduled maintenance is limited to a maximum of two events per month exceeding 15 minutes in duration, with a maximum cumulative duration of 1 hour per calendar month.
6.2 Emergency Maintenance
Where emergency maintenance is required to address a critical security vulnerability, prevent service degradation, or comply with a regulatory or network operator requirement, QuickSMS may carry out maintenance outside the scheduled window with as much notice as is reasonably practicable in the circumstances.
6.3 Unplanned Outages
In the event of an unplanned outage, QuickSMS will provide real-time updates via the Status Page. The maximum target duration for a single unplanned outage is 6 hours.
7. Support and Incident Management
7.1 Support Hours and Contact
Technical support is available 09:00–18:00 UK time, Monday to Friday, excluding UK public holidays.
All incidents and support requests must be raised by email to: support@quicksms.com
Outside of support hours, critical incidents (P1) are monitored via automated alerting. Updates will be provided via the Status Page at https://status.quicksms.com.
7.2 Incident Priorities
| Priority | Description |
|---|---|
| P1 | Total platform outage or message rejection rate above 20% |
| P2 | Severe service degradation — rejection or failure rate between 5% and 20% |
| P3 | Moderate degradation affecting a subset of traffic or features |
| P4 | Minor issues with limited operational impact |
| Priority | Response Target | Restoration Target | Resolution Target |
|---|---|---|---|
| P1 | 1 hour | 1 hour | 1 working day |
| P2 | 2 hours | 2 hours | 2 working days |
| P3 | 24 hours | 2 working days | Next release |
| P4 | 48 hours | Reasonable endeavours | Next release |
7.3 Response and Resolution Targets
Response and restoration targets apply during support hours (09:00–18:00 UK time, Monday to Friday). For P1 incidents raised outside support hours, QuickSMS will use reasonable endeavours to respond as soon as practicable and will provide Status Page updates.
These targets are operational objectives. They do not constitute contractual commitments and failure to meet them does not constitute a breach of the Contract except where expressly stated in an applicable Order Form or Commercial Schedule.
7.4 Escalation
QuickSMS operates internal escalation procedures for incidents breaching response or restoration targets. P1 incidents receive hourly Status Page updates and senior engineering involvement where required. Escalation contacts are available on request.
8. Reporting and Reviews
QuickSMS provides:
Monthly usage and delivery reports accessible via the secure web reporting portal;
Real-time Status Page updates at https://status.quicksms.com; and
Periodic service review meetings by agreement with the Customer.
Reporting formats and frequency may be agreed in the applicable Contract or Order Form.
9. Business Continuity and Resilience
QuickSMS maintains:
Redundant, resilient platform infrastructure with no single point of failure;
Daily encrypted backups of platform data and configuration;
Tested business continuity and disaster recovery plans reviewed at least annually;
Controlled system access in accordance with ISO 27001-aligned governance; and
An information security management framework aligned to ISO/IEC 27001, Cyber Essentials Plus, and the NHS Data Security and Protection Toolkit.
Where specific disaster recovery objectives, recovery time objectives, or recovery point objectives are required, these will be agreed separately in the applicable Contract or Order Form.
10. Remedies and Liability
QuickSMS will use reasonable endeavours to meet all service targets set out in this SLA.
Where targets are not met, QuickSMS's obligations are limited to investigation, escalation, and service restoration. No service credits, refunds, or financial penalties apply by reason of this SLA alone.
All financial liability arising from service performance is governed exclusively by the applicable Contract. This SLA does not create any independent financial or compensatory obligation. Where an Order Form or Commercial Schedule expressly references a specific SLA metric for the purpose of defining a contractual threshold or material breach standard, that reference is governed by the terms of that document and is not affected by this Section.
11. Review and Amendment
This SLA may be updated in accordance with Section 1. The current published version shall apply to all services in accordance with the version control provisions of that Section.
Requests for bespoke or enhanced service levels should be directed to your Account Manager.
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