Service level agreement
Last Updated June 23, 2025
This Apifonica API Service Level Agreement (“SLA”) governs the use of the Apifonica API in accordance with the Apifonica Terms of Service (“Terms of Service”) between Apifonica (“Apifonica”, “we” or “us”) and users of the Apifonica API (“you” or “Customer”). This SLA applies separately to each account using the Apifonica API. Except as otherwise provided herein, the SLA shall be governed by the Terms of Service, and capitalized terms shall have the meanings set forth in such Terms of Service. Apifonica reserves the right to amend the terms of this SLA in accordance with the Terms of Service.
1. Service commitment
Apifonica shall use commercially reasonable efforts to ensure that the Apifonica API is available 99.95% of the time.
2. Measurement
Monitoring compliance with this SLA is handled by Apifonica, using internal measurement tools and procedures.
3. Definitions
- Availability – means that the Platform is available to send and receive Messages and voice calls.
- Month - means a calendar month.
- Platform - means the platform used by Apifonica to provide the Services.
- SLA Exceptions – means any failure to meet the level of service provision resulting (in whole or in part) from: (a) maintenance work; (b) acts or omissions of Service Providers; (c) force majeure as described in the Terms of Service; (d) suspension of the Services in accordance with the Terms of Service; (e) problems caused by the Customer, including (but not limited to): (I) failure to provide information requested by Apifonica; (II) improper integration with the Platform contrary to Apifonica’s instructions; (III) exceeding the bandwidth agreed upon in the Agreement.
- Solution – means that Apifonica has determined that the problem with the Service has been fixed, resolved or a workaround has been applied.
| Priority | Definition | Target response time | |
|---|---|---|---|
| Monday-Friday | Saturday-Sunday, Holidays | ||
| Critical | Critical to operations. Message and/or voice services are unavailable. Total loss of service or key functionality completely unavailable, no possible workaround. Does not include development issues or test environments. | 2 hours | 4 hours |
| High | Degraded service. Includes occasional problems and degraded service quality. There may be workarounds. Does not cover development issues or test environments. | 3 hours | 4 hours |
| Normal | A non-critical function or procedure that is difficult to use or does not work, has an operational impact, but without a direct impact on service availability. A workaround exists. | 6 hours | Next business day |
| Low | A non-critical function or procedure that is difficult to use or does not work, has an operational impact, but without a direct impact on service availability. A workaround exists. | 8 hours | Next business day |
4. Maintenance
In the event of unscheduled maintenance, Apifonica will make reasonable efforts to, if possible, provide 24 hours advance notice by email. In addition, Apifonica will make reasonable efforts to inform the Customer in advance (by email) of any planned maintenance work performed by Service Providers that affects services in certain directions (provided that Apifonica receives the relevant notification from the relevant Service Provider).