This Service Level Agreement is applicable if you signed up for MessageBird’s Services (including through any of its Affiliates) on or after 28 February, 2022 and before 03 May 2023. If you signed up for MessageBird’s Services (including through any of its Affiliates) before 28 February, 2022, the archived Service Level Agreement is available here. If you signed up on or after 03 May 2023, MessageBird provides Services under this Service Level Agreement.
MessageBird服务水平协议
This Service Level Agreement (“SLA”) governs your use of SLA Eligible Services (as defined in the table below). Capitalized terms used in this SLA but not defined below are defined in 该协议. Unless otherwise agreed in an Order Form, no service level agreement applies to Services that are not qualified as an SLA Eligible Service in this SLA. We reserve the right to change the terms of this SLA in accordance with 该协议.
正常运行时间. Unless otherwise agreed in the Order Form, we will use commercially reasonable efforts to make each SLA Eligible Service you purchase available with an Uptime Percentage of at least the Uptime Percentage Threshold for the applicable SLA Eligible Service listed in the table below.
符合条件的服务
正常运行时间百分比
正常运行时间百分比阈值
平台服务:
MessageBird API REST
MessageBird API Voice
MessageBird Dashboard
MessageBird Mail to SMS Service
MessageBird SMPP平台（短信息点对点）。
每个单独的平台服务的正常运行时间百分比是由我们从100%中减去特定日历月内适用平台服务不可用的连续五（5）分钟时间的百分比来计算的，不包括任何正常运行时间的排除。
每月99.95%
电子邮件服务:
火花邮报》首席执行官
领先优势
SparkPost高级初创公司
电子邮件服务的正常运行时间百分比是由我们从100%中减去在特定日历月中电子邮件服务不可用的秒数的百分比来计算的，其中不包括任何正常运行时间的排除。
每月99.99%
推送通知的API服务。
推杆梁
(applicable to custom plans and customers on standard plans who purchased higher levels of service, in each case as specified in the applicable Order Form)
正常运行时间百分比是指每年API响应请求的时间百分比，我们的计算方法是：从100%中减去年度期限内不可用的五（5）分钟时间的百分比，不包括任何正常运行时间的排除。
每年99.95%
推送通知的API服务。
推杆Channels
(applicable to custom plans and customers on standard plans who purchased higher levels of service, in each case as specified in the applicable Order Form)
正常运行时间百分比是指每年API响应请求的时间百分比，我们的计算方法是：从100%中减去年度期限内不可用的五（5）分钟时间的百分比，不包括任何正常运行时间的排除。
每年99.95%
视频服务。
数据API
实例
守护者API
Uptime Percentage for each Video Service is calculated by us by the following formula:
Uptime Percentage %= (time available - 不可用) / time available x 100%
每月99.9%。
淘宝网服务:
DIDs (Inbound Voice)
双向语音（统一商业广告）
Mobile Numbers
Toll-Free Numbers
通用国际免费电话(UIFN)
SIP Trunking
Number Management Portal
Global Voice Network
Porting Services
规章制度服务台
ǞǞǞ Uptime Percentage is the time in which the Telserv Service was available during the measurement period excluding any 正常运行时间不包括在内. ǞǞǞ measurement period is one (1) year from the date of activation and every following year on the same date.
We will use reasonable commercial endeavors to solve any case of Unavailability within four (4) hours of notification (“修复时间” also known as “TTR”). TTR only applies in cases where the Telserv Service is 不可用. It does not apply to faults relating to reduced provision of 淘宝网服务 or the quality of Telserv Services.
In the event of an Off-net issue, the four (4) hours commitment does not apply. “网外问题” means any issue or problem that requires action in systems or networks operated or owned by third parties. In these cases, we will use reasonable commercial endeavors to seek to achieve a TTR of eight (8) hours but no 服务信贷 applies in that respect.
Annually 99.90%
TTR 4 hours
“Unavailable” or “Unavailability” means the following based on the specific SLA Eligible Service:
符合条件的服务
不可用或不可用的定义
平台服务。
MessageBird API
REST MessageBird API
Voice MessageBird
Dashboard MessageBird Mail to SMS Service
MessageBird SMPP Platform (Short Message Peer-to-Peer)
Unavailable is when one (1) or more of the Platform Services are not available for use.
Unavailability is determined according to third party performance and monitoring services contracted by us at our sole discretion (the “监测服务”). The Monitoring Service will be the sole determinator of unavailability. The Monitoring Service reports of availability are currently available at status.messagebird.com; provided that service issues or outages relating to any Uptime Exclusions shall not be deemed as unavailability. Unavailability is calculated per each individual Platform Service, not combined as a total, averaged, or aggregated across Platform Services.
电子邮件服务:
SparkPost Premier
SparkPost Premium
SparkPost Premium Startup
当在某一秒内，您试图进行：(a)对电子邮件服务的API调用，并且所有这些API调用由于电子邮件服务服务器端超时或内部服务错误而失败；和/或(b)对电子邮件服务进行SMTP注入，并且所有这些SMTP注入由于电子邮件服务服务器端超时或内部服务错误而失败。
推送通知的API服务。
推杆梁
(applicable to custom plans and customers on standard plans who purchased higher levels of service, in each case as specified in the applicable Order Form)
Unavailable is any period of time during which the API is non-responsive to requests, or the notification publishing throughput goes below one hundred thousand (100,000) notifications per minute. “API” means the Pusher REST API through which the services are delivered.
推送通知的API服务。
Pusher Channels
(applicable to custom plans and customers on standard plans who purchased higher levels of service, in each case as specified in the applicable Order Form)
Unavailable means any period of time during which the API is non-responsive to requests, or the internal message routing latency is above 900ms. "API" means the Pusher REST API and WebSocket Client API through which the services are delivered.
视频服务。
Data API
Instance
Keeper API
Unavailability is the time the Video Service is not fully operational available for use by you and your users in accordance with 该协议. The availability statistics for Video Services can be found at https://www.24sessions.com/status-page. This status page will be the sole determinator of unavailability.
Telserv Services:
DIDs (Inbound Voice)
Two Way Voice (Unified Commercials)
Mobile Numbers
Toll-Free Numbers
Universal International Toll-Free Numbers (UIFN)
SIP Trunking
Number Management Portal
Global Voice Network
Porting Services
Regulations Desk
在Telserv服务的一个或两个传输方向上失去信号的情况下，服务被视为不可用。在所有其他情况下，Telserv服务被认为是可用的。每项Telserv服务的不可用性是按号码计算的，而不是作为总数、平均数或跨Telserv服务的总和。
For purposes of calculating whether we have met the applicable Uptime Percentage Threshold and notwithstanding anything 到 contrary, a SLA Eligible Service will not be considered to be Unavailable if such Unavailability is caused by or arises out of one of the following (“Uptime Exclusions”):
我们合理控制之外的因素，包括但不限于任何不可抗力事件、天气事件、建筑物和结构的影响（在适用于相关SLA合格服务的情况下）、电信供应商相关问题或议题、在我们的服务分界点（或我们的直接托管分包商（即在我们保持对相关服务的访问和控制的网络点之外）发生的互联网接入或相关问题、遵守监管要求、指示或根据适用法律的类似义务。
您、您的用户或任何第三方（除我们的代理和分包商外）的任何行为或不行为，包括（在适用于SLA合格服务的情况下）您未能遵守我们的指示以及您未能提供对相关设备的合理访问。
由您的应用程序（包括客户应用程序）、设备、软件或其他技术和/或非MessageBird根据订单提供的第三方设备、软件或其他技术导致或产生的问题。
Our ability to suspend or terminate your access 到 applicable Service in accordance with 该协议;
电子邮件服务的非生产性使用。
任何预定的维护。
对视频服务的维护，包括定期维护、灾难恢复测试，或优化或修复可能影响视频服务可用性的视频服务，但我们必须在此类维护前七（7）个工作日通知您。视频服务的任何计划性维护将不会在欧洲中部时间8:00 - 20:00之间进行。
在正常营业时间09:00至17:00（UTC）之外对推送通知API服务进行的非计划维护，前提是我们已经尽了合理的努力，至少提前四（4）小时通知您。
对服务进行紧急维护，包括对不能等待定期维护的关键系统变化进行维护；以及
Use of the applicable SLA Eligible Service in breach of 该协议;
Beta产品。
Telserv服务的更新或修改，只要Telserv服务通知您可能的更新或修改。
如果我们没有达到您所购买的SLA合格服务的适用正常运行时间百分比阈值，您将有权申请下表所列的适用服务信用。在您认为您有权获得服务信用的每一种情况下，您必须根据以下适用的信用请求程序通知我们这种权利。
谁不能要求。 You will not be eligible for any Service Credits if (i) you breached 该协议, or (ii) your claim relates to an aspect of our Services for which Service Credits do not apply (including where Service Credits are not specified as applicable in any Order Form, 该协议, the Product Specific Terms or otherwise), or (iii) your use of a SLA Eligible Service is from an account created through an online self service portal.
符合条件的服务
Service Credit
信用申请程序
平台服务。
MessageBird API REST MessageBird API Voice MessageBird Dashboard MessageBird Mail to SMS Service
MessageBird SMPP Platform (Short Message Peer-to-Peer)
在正常运行时间百分比低于正常运行时间百分比阈值的日历月中，按比例抵扣您为出现不可用的特定平台服务所支付的费用的百分之十（10%）。
You must submit a ticket here within thirty (30) days of the date in which the Unavailability occurred.
The ticket must include (i) “SLA Claim” as the subject of the ticket; (ii) the dates and times of the Unavailability for which you are requesting credit; and (iii) any applicable information that documents the claimed outage. Failure to comply with these service credit request procedures will forfeit your right to receive a Service Credit.
If we determine that you are eligible for a Service Credit, we will apply any such Service Credits within sixty (60) days after the Service Credit was approved by us. The Service Credit will be issued to your SLA Eligible Service balance for future use of the specific SLA Eligible Service only.
电子邮件发送服务：
SparkPost Premier
SparkPost Premium
SparkPost Premium Startup
A credit of five percent (5%) of the pro rata fee paid for the Email Delivery Service during the calendar month in which the Monthly Uptime Percentage falls below the Monthly Uptime Percentage Threshold. Service Credits for the Email Delivery Service will not exceed fifty percent (50%) of fees payable for the Email Delivery Service in a single month. Service credits that would be available but for this limitation will not be carried forward to a future billing period.
You must notify us if you believe you are entitled to a Service Credit within thirty (30) days of the event giving rise to the Service Credit request by email to support@sparkpost.com. We will promptly reply indicating the acceptance or rejection of your request. If the request is rejected, we will provide an explanation of the rejection. If the request is accepted we will apply any approved Service Credits only against future payments otherwise due from you.
推送通知的API服务。
推杆梁
Pusher Channels
(在上述每种情况下，适用于定制计划和购买了更高级别的服务的标准计划的客户，如适用的订单表格中规定的那样）。
每三十(30)分钟的不可用性等于受不可用性影响的服务应付费用的百分之五(5%)，但任何账单期可应用的最大服务信用总额不超过该账单期应付费用的100%。如果没有这个限制，可以获得的服务积分将不会结转到未来的账单期。
You must notify your Account Manager to inquire about your eligibility for any Service Credits. Any Service Credits due will be shown as a deduction from the amount due from you in the invoice for the billing period to which such Service Credits relate, or in any future invoice issued by us under 该协议, with a clear indication of the billing period to which such Service Credits relate. Any Service Credits due to you for the last month of the Contract shall be refunded by us.
视频服务。
Data API
Instance
Keeper API
对于适用的视频服务，每低于正常运行时间百分比阈值0.1%，就应在账单周期结束时增加一（1）天的额外视频服务的信用。
要申请服务信贷，你必须在你有资格获得服务信贷后的三十（30）天内通过电子邮件书面通知我们。
Telserv服务：
DIDs (Inbound Voice)
Two Way Voice (Unified Commercials)
Mobile Numbers
Toll-Free Numbers
Universal International Toll-Free Numbers (UIFN)
SIP Trunking
Number Management Portal
Global Voice Network
Porting Services
Regulations Desk
Unavailability as follows:
99.89% - 99.80%相当于年度MRC的15%；
99.79% - 99.70%相当于年度MRC的20%；
低于99.70%相当于年度MRC的30%。经常性费用的总额
反复发生（定期，一般为每月）、
independent of the usage of a Telserv Service is the Month Recurring Cost (“MRC”).
TTR (time to repair) for Premium Rate or Shared Cost Numbers as follows:
>4 and ≤6 hours is equal to 10% of the annual MRC;
>6 and ≤8 hours is equal to 20% of the annual MRC;
>8 and ≤10 hours is equal to 30% of the annual MRC;
>10 hours is equal to 40% of the annual MRC.
TTR for all other Numbers as follows:
>4 and ≤6 hours is equal to 1% of the average call charges;
>6 and ≤8 hours is equal to 2% of the average call charges;
>8 and ≤10 hours is equal to 3% of the average call charges;
>10 hours is equal to 4% of the average call charges.
平均通话费用是指在过去三年中开具的通话费用的平均值。
活动前的几个月。
在任何情况下，任何一年的服务积分都不得超过5,000欧元。如果没有这个限制，可获得的服务积分将不能结转到未来的账单期。
The TTR is definitively measured by the Telserv Fault Management System (“FMS”). The FMS starts when you report a failure in conformity in accordance with this SLA and a report is opened by the us. The TTR ends when we have solved the issue and we closed the report. We will attempt to alert you when the failure has been resolved. If the Telserv Service is not repaired within the TTR (excluding Off-net issues), you can submit a request for a Service Credit.
You must immediately report Telserv Service failures to +31 33 744 0 788 (available 24x7x365) or your Account Manager. You must file a request for a Service Credit (i) citing the reasons in writing, (ii) to your Account Manager, and (ii) within thirty (30) days from the end of the applicable measurement period or from the relevant event of a TTR, whichever applies.
如果不按此处所述报告索赔，将导致丧失任何合格的服务信贷。除欺诈或报告错误外，Telserv服务的数据是有约束力的和最终的。
Service Credits are granted at our sole discretion and only after our confirmation of the nature and accuracy of any alleged Unavailability. Service Credits will not entitle you to any refund or other payment from us. Service Credits may not be transferred or applied to any other account or other Service other than the specific SLA Eligible Service for which the Service Credit was issued.
Sole Remedy. Unless otherwise expressly provided in 该协议, your sole and exclusive remedy for any unavailability, non-performance, or other failure by us to provide each SLA Eligible Service is the receipt of a Service Credit (if eligible) in accordance with the terms of t协议.
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