Service Level Agreement

It’s our aim to provide no less than 100% satisfaction, how could we respectably strive or less? This means operating a reliable, super fast SMS platform. And backing it up with first class customer support and technical expertise.

What you can expect

It’s difficult to say exactly when the message will land on your intendeds’ phone. What we do know is that mediaburst deliver 96% of messages to the network operators within 3 seconds of acceptance.

We also know that for more than 75% of messages sent, we have received a valid delivery receipt from a network operator within 10 seconds, the rest come along in a matter of minutes.

• As long as your intended recipient’s phone is in range and switched on it’s likely they will receive the message in under 10 seconds.
• If you use a web interface such as textburst or online text, we recommend you keep individual sends to below 10,000 recipients to maintain performance.
• Our platform and products will be available at least 99.9% of the time.
• Support during normal office hours is 9am to 5pm, Monday to Friday, excluding bank holidays.
• We will respond to all customer queries on the same day if received before noon, otherwise the following morning.
• We will do whatever is reasonably possible to ensure our services are working properly.

Please bear with us

We build our products to minimise the risk of downtime, but there are situations where it’s simply not possible to guarantee, that’s why we quote 99.9% availability.

The chances are (and hopefully) we will never experience these problems but they are: major security threats, war, fire, riots, and what is commonly termed acts of god.

In any event, if there is likely to be downtime then we will always provide as much notice as possible and maintain frequent communication during the process.

Get in touch

If things aren’t working as you’d expect then please get in touch and we’ll do our best to fix it.

Contact us