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SMS Gateway Service Level Agreement

Document Type
DOCX
Pages
5
Price: KES 150
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Document Overview

An SMS Gateway SLA is a formal contract between an SMS service provider and its client.

Key Components:
1️. Parties to the Agreement
2️. Scope of Services
3️. Service Availability / Uptime Guarantee
4. Service Performance Metrics
5️. Incident Classification
6️. Response & Resolution Times
7️. Monitoring & Reporting
8️. Security & Data Protection
9️. Client Responsibilities
10. Provider Responsibilities
11️. Sender ID Management
12️. Service Credits / Penalties
13️. Termination Clause
14️. Limitation of Liability
15️. Force Majeure
16️. Governing Law

Purpose:
1. Guarantees that SMS messages will be delivered quickly, accurately, and consistently, especially for time-sensitive communications (e.g., OTPs, banking alerts, medical reminders).
2. Defines exactly what uptime, message success rate, delivery time, and technical support levels the client can expect.
3. Holds the SMS provider responsible for failures, delays, or undelivered messages.
4. Minimizes financial and operational risks by ensuring uninterrupted customer notifications, security alerts, and service communications.
5. Ensures the service complies with Kenyan laws (e.g. Kenya Data Protection Act 2019, Communications Authority of Kenya regulations).
6. Outlines financial penalties or service credits if performance targets are not met.
7. Protects personal and business-sensitive data shared via SMS systems.

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