Service Level Agreement
Effective date: June 3, 2026
Our commitments to platform reliability, message delivery, support response, and the remedies available when we fall short.
1. Overview
This Service Level Agreement ("SLA") is between SecureOTP Systems Inc. ("SecureOTP", "we") and the customer ("you") and forms part of the Terms of Service. It describes the commitments SecureOTP makes regarding platform availability, message delivery performance, support response times, and the remedies available to you if we fail to meet those commitments.
2. Definitions
The percentage of time in a calendar month during which the SecureOTP API is accessible and able to accept requests, excluding Scheduled Maintenance windows.
Any period longer than five consecutive minutes during which the SecureOTP API is completely unavailable to all customers, as measured by our external monitoring.
Planned maintenance windows announced at least 48 hours in advance via the status page and email. Scheduled Maintenance is excluded from Uptime calculations.
An unplanned event that causes Downtime or materially degrades the delivery success rate below the thresholds in Section 4.
A monetary credit applied to your next invoice as a remedy for SLA violations.
3. Platform Uptime Commitment
SecureOTP commits to a monthly Uptime of 99.9% ("Uptime SLA") for all paid plan customers. Uptime is calculated per calendar month as:
The Uptime SLA applies to the API gateway, message-routing infrastructure, and the management console. It does not apply to individual carrier network performance or third-party SMS/WhatsApp delivery networks outside our control.
4. Message Delivery Commitments
Delivery Rate
For Starter and Pro plan customers, we target a delivery success rate of ≥ 98% of API requests submitted in any rolling 24-hour period to reachable, valid phone numbers. "Delivery success" means the message has been accepted by the downstream carrier network. Final delivery to the handset is subject to carrier and device conditions outside SecureOTP's control.
Delivery Latency
We target a median end-to-end delivery time of less than 5 seconds for SMS and WhatsApp messages to the 50 highest-volume destination countries. Delivery to other regions is subject to local carrier conditions and may exceed this target.
Fallback Routing
If a message fails via the primary carrier within 30 seconds, our system will automatically retry via an alternative carrier. On Pro plans, WhatsApp is available as a secondary channel fallback for SMS failures, if configured.
5. Scheduled Maintenance
Planned maintenance will be announced at least 48 hours in advance via status.secureotp.io and email to your technical contact. We schedule maintenance during low-traffic windows (typically 02:00–06:00 UTC on weekdays). Scheduled Maintenance is excluded from Uptime calculations. Emergency maintenance required to protect platform security may occur with shorter notice; we will notify you as soon as practicable.
6. Incident Response and Communication
Detection
Our infrastructure is monitored 24/7 by automated systems with sub-minute alerting thresholds. Incidents are declared when Downtime exceeds five continuous minutes or when delivery success rate falls below 95% for more than ten minutes.
Communication
Incident updates are published on status.secureotp.io within 15 minutes of declaration. Email notifications are sent to your registered technical contact. Updates are posted at least every 30 minutes until resolution.
Post-Incident Report
For P1 incidents (complete platform outage), we publish a root-cause analysis (RCA) within 5 business days of resolution. The RCA will include the timeline, contributing factors, and corrective actions.
7. Support
Support tiers are determined by your active plan.
Support tiers are determined by your active plan.
8. Priority Definitions
Complete platform outage or >5% of API requests returning errors, with no workaround. Immediate business impact.
Significant degradation of a core feature (e.g. delivery latency >30 s, console inaccessible) with limited workaround.
Non-critical feature impairment, analytics delays, or minor console issues. Workaround available.
General questions, feature requests, billing queries, and documentation issues.
9. Service Credits
If SecureOTP fails to meet the Uptime SLA in any calendar month, you are eligible to request a Service Credit according to the table below. Credits are applied as a percentage of your monthly invoice for the affected month.
To claim a Service Credit: submit a request to [email protected] within 30 days of the end of the affected month, including the dates and times of the Downtime. We will review and respond within 10 business days. Credits are the sole and exclusive remedy for Uptime SLA violations. Credits may not be exchanged for cash.
10. Exclusions
This SLA does not apply to, and Service Credits will not be issued for, performance issues arising from:
Events beyond our reasonable control, including natural disasters, acts of government, internet infrastructure failures, or widespread carrier outages.
Outages caused by your misconfiguration, invalid API credentials, rate-limit exhaustion, or malicious traffic originating from your account.
Performance of carrier networks, the WhatsApp Business Platform, or any third-party integrations not operated by SecureOTP.
Planned maintenance windows communicated in advance per Section 5.
Starter plan accounts are not eligible for Service Credits.
11. Monitoring and Transparency
Real-time and historical Uptime data, incident history, and delivery performance metrics are published at status.secureotp.io. You may also view your own delivery metrics, success rates, and latency distributions from the console dashboard.
12. Changes to this SLA
SecureOTP may update this SLA from time to time. Material reductions in commitments will be communicated by email at least 30 days before taking effect. Continued use of the Service after the effective date constitutes acceptance. If you do not accept a material reduction, you may terminate your account in accordance with the Terms of Service.
13. Contact
For SLA-related enquiries, to report an incident, or to submit a Service Credit claim, contact [email protected]. For enterprise SLA customisation, contact [email protected].