Service Level Agreement
Terms and Conditions
This Service Level Agreement (“SLA”) outlines the terms and conditions under which Text Management Ltd (“Provider”, “we”, “us”, or “our”) provides services to our customers (“Customer”, “you”, or “your”). This SLA applies to the provision of SMS and digital communication services by Text Management Ltd.
1. Service Description
Text Management Ltd provides SMS and digital communication services to enable businesses and organisations to send and receive large volumes of text messages, manage contacts, and utilise various digital communication tools.
2. Service Availability
We strive to maintain high service availability and reliability. Our target uptime for the SMS and digital communication services provided by Text Management Ltd is 99.9% per calendar month, excluding scheduled maintenance.
3. Support
We provide technical support to assist customers with any issues or questions related to our services. Our support team is available via email (support@textmanagement.co.uk) during standard business hours (9:00 AM to 5:00 PM, Monday to Friday, excluding public holidays).
4. Service Level Objectives
a. Response Time: We aim to acknowledge all support inquiries within one business day.
b. Resolution Time: We strive to resolve technical issues or service disruptions within a reasonable timeframe based on the severity of the issue. Critical issues will be prioritised for immediate resolution.
5. Service Credits
In the event that our service availability falls below the agreed uptime target, we may issue service credits to affected customers. Service credits will be calculated based on the percentage of downtime experienced and will be applied to the next billing cycle.
6. Maintenance
Scheduled maintenance may be required to ensure the ongoing performance and security of our services. We will provide advance notice of any scheduled maintenance activities that may impact service availability.
7. Data Security
Text Management Ltd takes data security and privacy seriously. We implement industry-standard security measures to protect customer data and comply with applicable data protection regulations.
8. Customer Responsibilities
Customers are responsible for maintaining the security of their account credentials and ensuring compliance with our acceptable use policy. Customers must promptly report any suspected security breaches or unauthorised access to Text Management Ltd.
9. Termination
Either party may terminate this SLA upon written notice if the other party breaches any material term of this agreement and fails to remedy such breach within a reasonable timeframe.
10. Amendments
Text Management Ltd reserves the right to update or modify this SLA from time to time. Any changes will be communicated to customers in advance.
11. Governing Law
This SLA shall be governed by and construed in accordance with the laws of The United Kingdom, without regard to its conflicts of law provisions.
12. Contact Information
If you have any questions or concerns about this SLA, please contact us at yourfriends@textmanagement.co.uk.
Effective Date: 27/02/2024
By agreeing to this SLA, you acknowledge that you have read, understood, and agree to its terms and conditions.
These Terms and Conditions govern your use of the Text Management Ltd website (www.textmanagement.co.uk) and the services provided by Text Management Ltd, a provider of large volume SMS and digital services. By accessing or using our website and services, you agree to be bound by these Terms and Conditions. If you do not agree with any part of these terms, you may not use our website or services.
1. Services
Text Management Ltd provides large volume SMS and digital services to businesses and organisations. Our services include but are not limited to SMS marketing, bulk messaging, two-way messaging, and other digital communication solutions.
2. Registration
In order to access certain features of our services, you may be required to register for an account on our website. You agree to provide accurate, current, and complete information during the registration process and to update such information to keep it accurate, current, and complete.
3. User Conduct
You agree to use our website and services in compliance with all applicable laws and regulations. You further agree not to:
4. Fees and Payments
Some of our services may require payment of fees. You agree to pay all fees and charges associated with your use of our services in accordance with the pricing and payment terms provided to you. All fees are non-refundable unless otherwise stated.
5. Intellectual Property
The content and materials on our website, including but not limited to text, graphics, logos, images, software, and audiovisual materials, are protected by copyright and other intellectual property laws. You may not reproduce, distribute, modify, or use any content from our website without prior written permission from Text Management Ltd.
6. Limitation of Liability
To the fullest extent permitted by law, Text Management Ltd shall not be liable for any indirect, incidental, special, consequential, or punitive damages, or any loss of profits or revenues, whether incurred directly or indirectly, arising out of your use of our website or services.
7. Indemnification
You agree to indemnify, defend, and hold harmless Text Management Ltd and its affiliates, officers, directors, employees, and agents from and against any and all claims, liabilities, damages, losses, costs, expenses, or fees (including reasonable legal fees) arising out of or relating to your use of our website or services.
8. Modifications to Terms
Text Management Ltd reserves the right to modify or update these Terms and Conditions at any time without prior notice. By continuing to use our website or services after any changes to these terms, you agree to be bound by the revised terms.
9. Governing Law
These Terms and Conditions shall be governed by and construed in accordance with the laws of The United Kingdom, without regard to its conflicts of law provisions.
10. Contact Us
If you have any questions or concerns about these Terms and Conditions, please contact us at yourfriends@textmanagement.co.uk.
Effective Date: [27/02/2024]
By using the Text Management Ltd website or services, you acknowledge that you have read, understood, and agree to these Terms and Conditions.
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