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Introduction:

This Service Level Agreement (“SLA”) is part of an agreement for certain Tanla services (“Agreement”) between Tanla and Customer and apply solely to the Services and not any other Tanla product or service.

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General

Tanla will make the service available to customer as specified in the agreement and in accordance with the service level described in this SLA.

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Service Availability

Tanla will use reasonable endeavours that the service will be available 99.95% of the time in the manner and with the exceptions set forth below.

Monthly Uptime Percentage: The Monthly Uptime Percentage is calculated using the following formula:

Total minutes - Downtime Total Minutes X 100

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Downtime is measured in minutes; that is, for each month, Downtime is the sum of the length (in minutes) of each Incident that occurs during that month. 

Total minutes is measured as total days in a month multiplied by hours and minutes. 

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Note:

Downtime minutes in a calendar month does not include planned downtimes and emergency downtimes.

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Tanla shall have no liability for any failure to meet the Service Levels specified herein to the extent that such failure would have been avoided or the severity reduced but for the acts or omissions of Airtel or any other Wireless Network Operator or service provider partners or any other cause beyond the reasonable control of Tanla and without Tanla fault or negligence. 

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Service Windows

Notifications about scheduled/planned service downtimes (excluding unplanned/emergency maintenance) will be sent no less than 10 days in advance. 

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SMS latency

SMS delivery to the handset varies between different destinations and depends on the handset availability in the network. Tanla acknowledges the immediate delivery receipt to customers. Tanla measures latency for OTP and Transactional traffic sent to valid and available handsets/mobile numbers in the network.

Helpdesk and Fault Reporting 

The help desk is available 24x7. 

Customers may contact Tanla helpdesk via email techsupport@tanla.com or telephone +91 40 40099786 to report faults/ incidents and service requests.

Wisely customers may contact a dedicated helpdesk via email wiselysupport@tanla.com or telephone +91 9154767575/ +91 4040099854.

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Fault report should include:

• Problem statement
• Sample log (A party and B party details)
• Account Name/Destination IP
• Time of fault

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Severity levels:

Any Critical Incident where the following scenarios and the CI process will be triggered 24 x 7.

• Total platform(service) is down or unavailable.
• All SMPP / HTTP customers are unable to connect to the TANLA platform or send SMS.
• All countries/destinations are impacted.
• Non - delivery of messages to all destinations or no acknowledgement.

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Fault Response

All severity classifications will be decided by the team raising the ticket in the ticketing system. All Incidents will be analysed, diagnosed, and given a severity according to the severity codes below.

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Managed Services SLA

Contacts

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Customer Support escalation matrix

WISELY dedicated helpdesk