Telgorithm Service Level Agreement
Last Updated: October 2, 2026 · Effective: October 2, 2026
These Service Level terms are incorporated into and form part of the Telgorithm Terms of Service (the “Agreement” or the “Terms”). Capitalized terms not defined here have the meanings given in the Terms of Service, and references to the “Telgorithm Platform” mean the Subscription Services.
1. Availability Commitment
The Telgorithm Platform will be Available 99.9% of the time, measured on a calendar monthly basis (the “Availability Commitment”). “Availability” means that the core message-submission API of the Telgorithm Platform is responding successfully to properly formed requests, as measured and recorded by Telgorithm’s monitoring systems. Telgorithm’s measurements will be the sole basis for determining Availability, absent manifest error. Availability refers to the availability of the Telgorithm Platform and not to the delivery, or timeliness of delivery, of any individual message, which depends on Participating Carriers and other Third Party Factors (as defined in the AUP) outside Telgorithm’s control. Availability measures will not include downtime resulting from:
- Emergency Maintenance Periods. Telgorithm will endeavor to note such periods on its status page at https://status.telgorithm.com on a commercially reasonable efforts basis. These maintenance periods will involve applying critical security patches and other emergency repairs to the Telgorithm infrastructure.
- Scheduled Maintenance. Planned maintenance windows for which Telgorithm provides at least twenty-four (24) hours’ advance notice on its status page, by email, or in-account, provided such scheduled maintenance does not exceed eight (8) hours in any calendar month.
Availability measures will not include, and the Availability Commitment does not apply to, any downtime of the Telgorithm Platform that results from: (i) account suspension or termination due to Customer’s breach of the Agreement; (ii) disengagement of functionality of the Telgorithm Platform due to Customer’s request; (iii) force majeure events (including telecommunications provider-related problems or issues, Internet access or related problems) occurring beyond the point in the network where Telgorithm maintains access and control over the Telgorithm Platform; (iv) periods of downtime that are less than five (5) minutes of continuous duration; (v) Customer’s or its service provider’s equipment, software or other technology; or (vi) a regional or availability-zone-level service disruption of a third-party cloud infrastructure provider used to provide the Telgorithm Platform, as acknowledged by such provider or as otherwise evidenced by Telgorithm’s monitoring records, except to the extent the resulting downtime is caused or prolonged by Telgorithm’s failure to take commercially reasonable mitigation steps within its control at the time of the disruption.
2. Service Level Credit
If Telgorithm fails to achieve the Availability Commitment in a given calendar month, Customer may claim a Service Level Credit as provided below.
| Availability Per Month | Service Level Credit |
|---|---|
| Above or equal to 99.9% | No credit |
| Less than 99.9% | 10% of Fees deducted from your Balance for the affected calendar month |
3. Credit Procedure
To receive a Service Level Credit, Customer must submit a claim to billing@telgorithm.com within thirty (30) days following the end of the calendar month in which the Availability Commitment was not met, with a complete description of the downtime, how Customer was adversely affected, and for how long. Customer will not be entitled to a Service Level Credit if it is in breach of these Terms, including its payment obligations. If Telgorithm determines, after reasonable investigation, that Customer is due a credit, the credit will be applied to Customer’s Balance. This credit is Customer’s sole and exclusive remedy for the unavailability of the Telgorithm Platform.
4. Customer Support
Telgorithm provides technical support by email at support@telgorithm.com. Telgorithm may make additional support channels available for certain accounts.
Support is provided on a commercially reasonable efforts basis. Telgorithm makes no commitment as to support availability hours, response time, or resolution time, and any support hours or response targets published by Telgorithm are informational only and do not form part of the Agreement. The Service Level Credit described above is available only for failure to meet the Availability Commitment and is not available in connection with support.