Service Level Agreement
Overview
This Service Level Agreement ("SLA") governs the use of Samva's Email Communication Platform services under the terms of the Samva Customer Agreement between Samva Technologies Pvt. Ltd. ("Samva", "us", "we") and users of Samva services ("you").
This SLA applies separately to each account using Samva Services. Unless otherwise provided herein, this SLA is subject to the terms of the Customer Agreement and capitalized terms will have the meaning specified in the Customer Agreement.
Service Availability
Uptime Commitment
Samva commits to maintaining service availability levels for covered services:
API Availability
≤ 43.2 min/month downtime
Dashboard Availability
≤ 3.6 hours/month downtime
Message Processing
For accepted messages
Scheduled Maintenance
Scheduled maintenance windows are excluded from uptime calculations:
- Maintenance windows: Sundays 2:00 AM - 6:00 AM IST
- Advance notice: Minimum 48 hours via email and dashboard
- Emergency maintenance: 2 hours notice when possible
- Maximum scheduled downtime: 4 hours per month
Exclusions
The following are excluded from uptime calculations:
- Scheduled maintenance windows
- Force majeure events
- Issues with third-party providers (SMS operators, WhatsApp, etc.)
- DLT platform unavailability
- Customer-side issues (network, configuration, etc.)
- API rate limit enforcement
- Suspension due to Terms of Service violations
Performance Standards
API Response Times
| Endpoint Type | Target Response Time | P95 Latency | P99 Latency |
|---|---|---|---|
| Message Send API | < 500ms | < 1s | < 2s |
| Status Query API | < 200ms | < 500ms | < 1s |
| Analytics API | < 1s | < 2s | < 5s |
| Webhook Delivery | < 2s | < 5s | < 10s |
Message Delivery
Delivery time commitments for successfully accepted messages:
- SMS: 95% delivered within 30 seconds
- WhatsApp: 95% delivered within 10 seconds
- Email: 95% delivered within 60 seconds
Note: Actual delivery depends on recipient operators and external factors.
Throughput Rates
Minimum sustained throughput guarantees:
- Standard: 100 messages per second
- Growth: 500 messages per second
- Scale: 2,000 messages per second
- Enterprise: Custom rates available
Support Levels
Response Times
| Plan | Critical | High | Medium | Low |
|---|---|---|---|---|
| Starter | 4 hours | 8 hours | 24 hours | 48 hours |
| Growth | 2 hours | 4 hours | 12 hours | 24 hours |
| Scale | 1 hour | 2 hours | 8 hours | 12 hours |
| Enterprise | 30 min | 1 hour | 4 hours | 8 hours |
Severity Levels
- Critical (P1): Complete service outage or data loss risk
- High (P2): Significant functionality degraded, no workaround
- Medium (P3): Functionality impaired, workaround available
- Low (P4): Minor issues, questions, or enhancement requests
Escalation Process
- Initial response from Support Engineer
- Escalation to Senior Engineer (if unresolved in 2x response time)
- Escalation to Engineering Manager (if unresolved in 4x response time)
- Executive escalation for Enterprise customers
Service Credits
Service credits are provided for availability below committed levels:
| Monthly Uptime | Service Credit |
|---|---|
| 99.9% - 99.5% | 10% of monthly charges |
| 99.5% - 99.0% | 25% of monthly charges |
| 99.0% - 95.0% | 50% of monthly charges |
| Below 95.0% | 100% of monthly charges |
Credit Request Process:
- Submit request within 30 days of incident
- Include dates, times, and affected services
- Credits applied to next invoice
- Maximum credit: 100% of monthly charges
Reporting & Monitoring
Real-time Monitoring
- • API health endpoints
- • Dashboard metrics
- • Webhook notifications
Monthly Reports
- • Uptime statistics
- • Performance metrics
- • Incident summaries
- • Credit calculations