This Service Level Agreement applies to you if you signed up for MessageBird’s Services (including, through any of its Affiliates) on or after 3 May 2023 and before 1 February 2024 (1pm CET). If you signed up for MessageBird's Services (including, if applicable, through any of its Affiliates) before 3 May 2023, archived Service Level Agreements are available 这里.
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 an 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
符合SLA标准的服务的正常运行时间百分比
(左边每栏)
正常运行时间百分比阈值
平台服务。
MessageBird API Voice
MessageBird仪表板
Uptime Percentage for each individual SLA Eligible Service is calculated by us by subtracting from 100% the percentage of continuous five (5) minute periods during a given calendar month in which the applicable SLA Eligible Service was 不可用 excluding any 正常运行时间不包括在内.
每月99.9%。
短信服务：
MessageBird API REST
MessageBird邮件转短信服务 MessageBird SMPP平台（短信息点对点）。
每个单独的SLA合格短信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内适用的SLA合格短信服务不可用的连续五（5）分钟时间的百分比计算出来的，不包括任何正常运行时间的排除。
每月99.95%
电子邮件服务：
MessageBird电子邮件总理
MessageBird电子邮件高级版
信息鸟电子邮件Enterprise
Uptime Percentage for each individual SLA Eligible Service is calculated by us by subtracting from 100% the percentage of seconds during a given calendar month in which the relevant SLA Eligible Service was Unavailable excluding any Uptime Exclusions.
每月99.99%
推送通知的API服务：推送梁柱
(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，在每种情况下都是在适用的订单表中规定的）。
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 API 服务：推送器Channels
(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，在每种情况下都是在适用的订单表中规定的）。
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%中减去年度期间不可用的五（5）分钟时间的百分比，不包括任何正常运行时间例外情况。
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%。
语音服务
Uptime Percentage is the time in which the SLA Eligible Service was available during the measurement period excluding any Uptime Exclusions. ǞǞǞ measurement period is one (1) year from the date of activation and every following year beginning on the same date.
We will use reasonable commercial endeavors to solve any case of Unavailability within four (4) hours of notification (“Time to Repair” also known as “TTR”). TTR only applies in cases where the SLA Eligible Service is Unavailable. It does not apply to faults relating to reduced provision of an SLA Eligible Service or the quality of an SLA Eligible Service.
在网外问题的情况下，四（4）小时的TTR承诺并不意味着
每年99.9%。
数字服务
Uptime Percentage is the time in which the SLA Eligible Service was available during the measurement period excluding any Uptime Exclusions. ǞǞǞ measurement period is one (1) year from the date of activation and every following year beginning on the same date.
We will use reasonable commercial endeavors to solve any case of Unavailability within four (4) hours of notification (“Time to Repair” also known as “TTR”). TTR only applies in cases where the SLA Eligible Service is Unavailable. It does not apply to faults relating to reduced provision of the SLA Eligible Service or the quality of the SLA Eligible Service.
在网外问题的情况下，四（4）小时的TTR承诺并不适用。"网外问题 "是指任何需要在第三方运营或拥有的系统或网络中采取行动的问题或难题。在这种情况下，我们将使用合理的商业努力来寻求实现八（8）小时的TTR，但在这方面不适用服务信用。
每年99.9%。
Telserv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中继线
Number Management Portal
Global Voice Network
Porting Services
规章制度服务台
Uptime Percentage is the time in which the SLA Eligible Service was available during the measurement period excluding any Uptime Exclusions. The measurement period is one (1) year from the date of activation and every following year beginning on the same date.
We will use reasonable commercial endeavors to solve any case of Unavailability within four (4) hours of notification (“Time to Repair” also known as “TTR”). TTR only applies in cases where the SLA Eligible Service is Unavailable. It does not apply to faults relating to reduced provision an SLA Eligible Service or the quality of an SLA Eligible Service.
在网外问题的情况下，四（4）小时的TTR承诺并不适用。"网外问题 "是指任何需要在第三方运营或拥有的系统或网络中采取行动的问题或难题。在这种情况下，我们将使用合理的商业努力来寻求实现八（8）小时的TTR，但在这方面不适用服务信用。
每年99.9%。
“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 Voice
MessageBird仪表板
Unavailable is when one (1) or more of the SLA Eligible 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 “Monitoring Service''). 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 SLA Eligible Service , not combined as a total, averaged, or aggregated across the SLA Eligible Service.
短信服务：
MessageBird API REST
MessageBird Mail to SMS Service MessageBird SMPP平台（短信息点对点）。
Unavailability is determined according to third party performance and monitoring services contracted by us at our sole discretion (the “Monitoring Service''). 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 SLA Eligible Service Platform Service, not combined as a total, averaged, or aggregated across the SLA Eligible ServicePlatform Services.
电子邮件服务：
MessageBird电子邮件启动器
MessageBird电子邮件总理
MessageBird电子邮件高级版
信息鸟电子邮件Enterprise
Unavailable is when, in a given second, you attempt to make: (a) API calls to an SLA Eligible Service and all such API calls fail due to either an SLA Eligible Service server-side timeout or internal service error; and/or (b) SMTP injections into the SLA Eligible Service and all such SMTP injections fail due to either an SLA Eligible Service server-side timeout or internal service error.
不可用性是按每个单独的SLA合格服务计算的，而不是作为总数、平均数或整个SLA合格服务的汇总。
推送通知的API服务：推杆梁
(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，在每种情况下都是在适用的订单表中规定的）。
不可用是指在任何时间段内，API对请求没有响应，或通知发布量低于每分钟十万（100,000）条通知。"API "是指Pusher REST API，通过它来提供服务。
视频服务。
数据API
实例
守护者API
Unavailable is the time the SLA Eligible Service is not fully operational available for use by you and your users in accordance with 该协议. The availability statistics for the SLA Eligible Service can be found at status.messagebird.com.
语音服务
不可用是指SLA合格服务在一个(1)或两个传输方向失去信号的任何时间段。在所有其他情况下，服务级协议合格服务被认为是可用的。每个SLA合格服务的不可用性是按数字衡量的，而不是作为总数、平均数或整个SLA合格服务的汇总。
数字服务
不可用是指SLA合格服务在一个(1)或两个传输方向失去信号的任何时间段。在所有其他情况下，服务级协议合格服务被认为是可用的。每个SLA合格服务的不可用性是按数字衡量的，而不是作为总数、平均数或整个SLA合格服务的汇总。
Telserv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
Unavailable is any period of time during which the SLA Eligible Service has a loss of signal in one (1) or both transmission directions for an SLA Eligible Service. In all other cases, the SLA Eligible Serviceis considered to be available. Unavailability for each SLA Eligible Service is measured per number, not combined as a total, averaged, or aggregated across SLA Eligible Services.
除欺诈或可证明的重大报告错误外，我们关于每个SLA合格服务的数据是有约束力的和最终的。
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。
Any action or inaction by you, your users, or any third party (other than our agents and subcontractors) including, where applicable 到 SLA Eligible Services, your failure to comply with our instructions and your failure to provide reasonable access to relevant equipment;
Issues resulting from or arising out of your applications (including Customer Applications), equipment, software or other technology and/or third party equipment, software or other technology not provided by MessageBird (including, if applicable, any of its Affiliates) under the Order Form;
Our ability to suspend or terminate your access to the applicable Service in accordance with 该协议;
Non-production use of the Email Service;
Any scheduled maintenance;
Maintenance on the Video Service including scheduled maintenance, disaster recovery testing, or to optimize or repair the Video Services that may impact the availability of the Video Services, provided we notify you seven (7) working days in advance of such maintenance. Any scheduled maintenance of the Video Services will not be performed between 08:00 - 20:00 CET.
Unscheduled maintenance on the Push Notification API Service that is performed outside of normal business hours of 09:00 to 17:00 UTC, provided that we have used reasonable endeavors to give you at least four (4) hours’ advance notice;
Emergency maintenance on the Services, including maintenance on critical system changes that cannot wait for scheduled maintenance;
Use of the applicable SLA Eligible Service in breach of 该协议;
Beta Products; and
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。
In the event we do not meet the applicable Uptime Percentage Threshold for the SLA Eligible Service you purchased, you will be entitled to request the applicable Service Credit listed in the table below. In each case you believe you are entitled to a Service Credit, you must notify us of such entitlement based on the applicable 信用申请程序 below.
谁不能索赔. 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, 协议、 the Product Specific Terms or otherwise), or (iii) if you use an SLA Eligible Service by means of a free or pay as you go plan through an online self service portal.
符合条件的服务
符合SLA条件的服务的服务积分
(左边每栏)
Credit Request Procedure
如果不遵守这些服务信贷申请程序，你将失去获得服务信贷的权利。
平台服务。
MessageBird API Voice
MessageBird Dashboard
A credit of ten percent (10%) of the pro rata fee paid by you for the specific SLA Eligible Service experiencing Unavailability during the calendar month in which the Uptime Percentage falls below the Uptime Percentage Threshold.
You must submit a ticket here within thirty (30) days of the date in which the Unavailability occurred.
该票据必须包括(i) "SLA索赔 "作为票据的主题；(ii)您请求信贷的不可用日期和时间；以及(iii)记录所声称的故障的任何适用信息。如果不遵守这些服务信用请求程序，您将失去获得服务信用的权利。
如果我们确定您有资格获得服务信贷，我们将在服务信贷被我们批准后的六十（60）天内应用任何此类服务信贷。
短信服务：
MessageBird API REST
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，按比例抵扣您为特定的符合SLA的平台服务所支付的费用，即百分之十（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.
如果我们确定您有资格获得服务信贷，我们将在服务信贷被我们批准后的六十（60）天内应用任何此类服务信贷。
电子邮件服务：
MessageBird电子邮件启动器
MessageBird电子邮件总理
MessageBird电子邮件高级版
信息鸟电子邮件Enterprise
A credit of five percent (5%) of the pro rata fee paid for the relevant SLA Eligible Service during the calendar month in which the Monthly Uptime Percentage falls below the Monthly Uptime Percentage Threshold for that SLA Eligible Service. Service Credits for the SLA Eligible Service will not exceed fifty percent (50%) of fees payable for the SLA Eligible 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.
To request a Service Credit, you must notify your Account Manager in writing by email within thirty (30) days from the time you become eligible for a Service Credit, with a copy notice provided to support@sparkpost.com.
该电子邮件必须包括(i) "SLA索赔 "作为电子邮件的主题；(ii)您要求信贷的不可用的日期和时间；以及(iii)记录声称的中断的任何适用信息。
如果我们确定您有资格获得服务信贷，我们将在服务信贷被我们批准后的六十（60）天内应用任何此类服务信贷。
推送通知的API服务。
推杆梁
推杆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SLA合格服务的应付费用的百分之五(5%)，但任何账单期可应用的最大总服务信用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SLA合格服务的积分。
To request a Service Credit, you must notify your Account Manager in writing by email within thirty (30) days from the time you become eligible for a Service Credit, with a copy notice provided to support@24sessions.com.
该电子邮件必须包括(i) "SLA索赔 "作为电子邮件的主题；(ii)您要求信贷的不可用的日期和时间；以及(iii)记录声称的中断的任何适用信息。
语音服务
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 an SLA Eligible 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 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 SLA Eligible Service is not repaired within the TTR (excluding Off-net issues), you can submit a request for a Service Credit.
You must report SLA Eligible Service failures in writing to your Account Manager, citing the reasons within thirty (30) days from the end of the applicable measurement period or from the relevant event of a TTR, whichever applies. Your report should clearly identify that you are requesting Service Credit.
如果我们确定您有资格获得服务信贷，我们将在服务信贷被我们批准后的六十（60）天内应用任何此类服务信贷。
数字服务
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 an SLA Eligible 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 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 SLA Eligible Service is not repaired within the TTR (excluding Off-net issues), you can submit a request for a Service Credit.
You must report SLA Eligible Service failures in writing to your Account Manager, citing the reasons within thirty (30) days from the end of the applicable measurement period or from the relevant event of a TTR, whichever applies. Your report should clearly identify that you are requesting Service Credit.
如果我们确定您有资格获得服务信贷，我们将在服务信贷被我们批准后的六十（60）天内应用任何此类服务信贷。
Telserv服务：
DIDs (Inbound Voice)
Two Way Voice (Unified Commercials)
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
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 an SLA Eligible 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 SLA Eligible Service failures in writing to your Account Manager, citing the reasons within thirty (30) days from the end of the applicable measurement period or from the relevant event of a TTR, whichever applies. Your report should clearly identify that you are requesting Service Credit.
如果我们确定您有资格获得服务信贷，我们将在服务信贷被我们批准后的六十（60）天内应用任何此类服务信贷。
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 and will be credited to any Prepaid Balance (or if none applies, a Prepaid Balance may be set up for you).
Sole Remedy. Unless otherwise expressly provided in 该协议 and to the fullest extent permitted by applicable law, 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 该协议.
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