Clickatell prides itself on providing a superior service to its valued customers. These Service Level Undertakings set out the envisaged perameters of the services applicable to your product(s) and what support levels and timelines you can expect when engaging with any query through our various departments.
1.1 These terms are subject to the Master Terms contained herewith and those terms are specifically incorporated herein where necessary.
1.2 Precedence. Should any term in this Service Annexure conflict with any term of the MSA, the provisions of this Service Annexure will, to the extent only of such conflict, prevail.
Clickatell’s Standard Service Level Package acts as the default base level of support. There are however additional levels of support (Premium and Professional) that can be accessed (which include specific timelines, prioritisation and escalation matrix requirements as well as service level credits for disputes). These Service Level arrangements can be discussed with your Account Manager at any time.
2.1 Level of Support. Clickatell will provide the Customer with Standard Level Technical Support Services, the cost of which is detailed herein.
2.2 Features. Clickatell’s Premier Level Technical Support Services include:
2.3 access to Clickatell’s 24x7x365 support desk;
2.4 Customer’s obligations. Clickatell’s ability to provide the Technical Support Services depends on Customer meeting its obligations under the CONNECT Delivery Services Terms. Customer further agrees to co-operate with Clickatell in resolving any Incident, which co-operation may include the timely provision of any information that Clickatell may reasonably request in order to investigate, restore and resolve an Incident. Service Level Commitments will not apply to any services delivered by Clickatell during any period that Customer is found not to be in compliance with such obligations.
2.5 Changes to Service Level. The Customer acknowledges that this Agreement reflects Clickatell’s current service level commitments in respect of the Connect Delivery Services. Clickatell reserves the right to implement changes to the service level commitments, provided however, such changes may not reduce Clickatell’s performance targets as detailed herein. Clickatell will notify the Customer Support Contact by e-mail or otherwise at least 90 (ninety) days prior to implementing any such change.
2.6 Cancellation & Termination.
2.7 This Service annexure will terminate automatically and without notice on termination of the MSA.
2.8 Clickatell’s Support Contacts:
2.11 Clickatell will provide the Customer with written notice of scheduled maintenance at least five (5) days prior to commencement thereof.