Service level summary
High-level availability and support expectations for Spark Messaging.
This summary describes typical service levels. Enterprise customers may have customised SLAs in a separate agreement.
API availability
We target 99.5% monthly uptime for the core messaging API, excluding scheduled maintenance, factors outside our control (including carrier outages), and customer-caused issues.
Support response
Standard support tickets are acknowledged within one business day. Severity-1 production incidents are prioritised for faster response when reported through official channels with sufficient detail.
Credits
SLA credits, if applicable, are defined in your commercial agreement. Where no agreement exists, remedies are limited to good-faith service restoration and do not automatically include fee credits.