The performance of the Esendex Messaging System is externally and internally monitored and is measured against the following metrics each month.
Availability
This measures the time the Esendex Messaging System is available to accept message submissions*.
99.9% - 24 x 365
*this does not include planned maintenance outages.
Performance
This measures the time taken for the Esendex Messaging System to process single, non-premium message submissions and submit them to the carrier for delivery to the handset.
| Time to Process |
Target |
| 5 seconds |
90% |
| 20 seconds |
95% |
Service Incidents
The following table describes the classification we apply to service incidents along with the associated target response and fix times.
| Priority |
Response |
Fix |
Description |
| 1 |
1 hr (24/7) |
4 hrs 24/7 |
Critical failure e.g messaging system not available |
| 2 |
1 hr (24/7) |
8 hours (business) |
Non critical failure of messaging or component route e.g. back up bulk messaging route failed |
| 3 |
4 hours (business) |
Next business day |
Failure of peripheral component e.g bug found in Web SMS |
| 4 |
4 hours (business) |
- |
Support and assistance with using the Esendex messaging system e.g. API support |
Note: Business hours are defined as 09:00 - 17:30 Monday - Friday current British local time.