Commitments
Platform uptime
99.9%Measured monthly, excluding scheduled maintenance
API latency
< 300 msMessage accepted to gateway submission
Delivery reports
Real timeRelayed as soon as the operator confirms
Support response
< 1 hourPriority / Enterprise; best-effort on Basic
Support by tier
| Tier | Channels | First response |
|---|---|---|
| Basic | Email, chat, docs | Same business day |
| Business | Email, chat, phone | Within 2 hours |
| Enterprise | Dedicated manager, 24/7 | Within 1 hour |
Scheduled maintenance is announced in advance on status.esmsafrica.io and does not count against uptime.