Service Level Agreement
What you can expect from us — in black and white. Below you can read exactly which guarantees SMSBOX offers in terms of platform availability, message delivery and technical support.
Need help? Our team is ready
Something wrong or noticing an outage? Contact us directly through one of the channels below. Describe the problem as concretely as possible — with the time, the numbers involved or error messages — so our engineers can get straight to work. For critical disruptions outside office hours you are automatically connected to the on-call engineer.
Platform availability
The entire SMSBOX platform — from the customer portal and the sending module to the REST API — runs on redundant server infrastructure in European data centres. Every component is monitored around the clock by automated health checks. If the system detects an anomaly, traffic switches over to a stand-by environment immediately without you noticing a thing.
- Guaranteed availability of 99.99% on a yearly basis
- Automatic failover on hardware failures or network disruption
- Planned maintenance is announced by email at least 48 hours in advance
Message delivery & speed
Every message sent through SMSBOX passes through an intelligent routing system that selects the fastest and most reliable connection to the receiving network in real time. If a primary route drops, an alternative path takes over within milliseconds.
- For every message you receive a status report with delivery details or the reason for failure (e.g. invalid number, network unreachable)
- Final delivery also depends on the receiving telecom operator — a full 100% delivery guarantee is therefore not possible
- Multiple carrier connections and automatic route switching minimise the risk of undelivered messages
Credit policy for outages
When messages are not delivered as a result of a proven technical failure on the SMSBOX side, our team credits the SMS units concerned back to your account. That way you never carry the cost of a problem you have no influence on. Refunds are processed within two working days after the cause is confirmed.
Support availability
Our support team is available on all regular working days. Belgian official public holidays are excluded. Outside these hours an emergency line is active for critical platform outages.
