Product Specific SLA

1. Introduction

This Service Level Agreement ("SLA") defines the service availability, support response times, and performance commitments of our services. This SLA applies to all customers using Emisri’s communication services.

2. Service Availability & Performance

Emisri guarantees the following service uptime levels:

Service	Availability	Measurement Criteria
SMS Delivery	99.5% uptime per month	Messages successfully sent and acknowledged by MNOs
Email Delivery	99.5% uptime per month	Emails successfully dispatched through Emisri’s servers
API & Platform Access	99.9% uptime per month	Availability of Emisri’s platform and API services

Planned maintenance and force majeure events are excluded from uptime calculations. Customers will be notified at least 24 hours before scheduled maintenance.

3. Incident Management & Response Times

Issue Severity	Examples	Response Time	Resolution Time
Critical (Service Down)	SMS/Email platform outage, API failure	Within 1 hour	Within 4 hours
Major (Degraded Service)	Message delivery delays, partial API unavailability	Within 2 hours	Within 8 hours
Minor (General Inquiry)	Configuration assistance, general support	Within 12 hours	Within 24 hours

Customers must report incidents through: Email: helpdesk@emisri.com

4. SMS & Email Delivery Standards

Service	Performance Metric	Expectation
SMS Delivery	Average Delivery Time	1-10 seconds (domestic) 10 - 30min for bulk campaign, 5-30 seconds (international)
	Successful Delivery Rate	95% (non-DND numbers, subject to MNO policies)
Email Delivery	Average Sending Time	<5 minutes (transactional), <10 minutes (bulk campaigns). Warm up is applied to all email and this may impact delivery time.
	Inbox Placement Rate	98% (for verified domains)

Note: Warm-up is applied to all email accounts, which may impact delivery time. Emisri is not responsible for message failures caused by recipient device issues, spam filters, DND, incorrect numbers, or external MNO restrictions.

5. Customer Responsibilities

1. Provide accurate contact details and promptly report service issues.

2. Comply with applicable laws, including anti-spam regulations.

3. Ensure proper API integration and maintain valid sender IDs.

4. Implement internal security measures to prevent unauthorized access.

6. Exclusions

This SLA does not cover failures due to:

1. Customer-side misconfigurations or misuse.

2. Mobile Network Operator (MNO) limitations, spam filters, or recipient-side failures.

3. Scheduled maintenance (with prior notice).

4. Force majeure events such as natural disasters, cyberattacks, or regulatory actions.

7. Amendments & Termination

1. Emisri reserves the right to update this SLA with 30 days' notice.

2. Customers may terminate their agreement within 30 days if they disagree with any changes.

3. Continued use of Emisri’s services after changes take effect constitutes acceptance of the new terms.

8. Contact & Dispute Resolution

1. SLA disputes must be submitted in writing to control@emisri.com.

2. Emisri will investigate and respond within 10 business days.

3. Unresolved disputes may be escalated to arbitration as per the governing agreement.

By using Emisri's services, you agree to the terms of this SLA.