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Trust & Operator Compliance

Service Level Agreement (SLA) - EnvoiSMS.ma

The EnvoiSMS.ma SLA contractually commits to 99.5% monthly API availability, backed by service credits. It is reserved for customers who have signed an Enterprise contract of at least 200,000 MAD per year; for every other account, 99.5% remains an objective, with no credit or compensation.

Last updated: 18 October 2026
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Article 1 — Purpose and eligible customers

This service level agreement ("SLA") covers the EnvoiSMS.ma production API (api.envoisms.ma): the sending, OTP verification and status lookup endpoints. It supplements the CGV/CGU (https://envoisms.ma/en/legal/terms/).

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Eligible customers : the SLA applies exclusively to customers who have signed an Enterprise contract with EnvoiSMS.ma (master agreement and its SLA annex) including a usage commitment of at least 200,000 MAD per year, and who are in good standing on payment. In case of discrepancy, the signed contract prevails over this page.
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Other accounts : for any other account (prepaid, top-up packs, standard offers, or high volume without a signed Enterprise contract), 99.5% availability is a best-efforts objective, not a commitment. No service credit, penalty, refund or compensation is owed for any unavailability.
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This page describes the standard terms of the SLA offered to Enterprise customers; publishing it constitutes neither an offer nor a commitment to any account that has not signed that contract.
The SLA covers the availability of our platform. The final delivery of messages depends on third-party operator networks and is covered by no delivery-rate guarantee (see Article 5).

Article 2 — Availability commitment

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For the customers referred to in Article 1, EnvoiSMS.ma commits to a monthly API availability of 99.5%.
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Availability is measured by our internal continuous monitoring (regular automated probes on the production endpoints), whose state is published in real time at https://envoisms.ma/en/status/. This internal measurement is authoritative.
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Counted as unavailable is any period of at least 5 consecutive minutes during which the production API returns server errors (5xx) or is unreachable for all customers.

Article 3 — Exclusions

The following are not counted as unavailability:

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Planned maintenance windows, announced at least 48 hours in advance and limited to 4 cumulative hours per month.
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Failures, delays or decisions of third-party networks and services : national and international telecom operators, aggregators, Meta/WhatsApp, payment providers.
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Widespread incidents at our cloud infrastructure providers (edge hosting, managed database) affecting all of their customers, as published on their status page.
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Cases of force majeure and events beyond the reasonable control of EnvoiSMS.ma (including denial-of-service attacks of exceptional magnitude).
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Malfunctions attributable to the customer : integration code, exceeding the documented rate limits, revoked API keys, the customer's network configuration.
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Accounts suspended for non-payment, abuse or breach of the CGV/CGU, for the duration of the suspension.
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Features marked beta or experimental, the dashboard and the marketing website — the commitment covers the production API.
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Periods of unavailability shorter than 5 consecutive minutes.

Article 4 — Service credits

If the measured monthly availability falls below the commitment, the eligible customer (Article 1) may request a service credit calculated on their platform usage actually billed for the month concerned:

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The request must be sent to support@envoisms.ma within 15 days following the end of the month concerned, with the timestamps and request identifiers observed.
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No credit is automatic : it is owed only to an eligible customer (Article 1) who requests it, after verification by EnvoiSMS.ma against its monitoring.
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The credit is paid in the form of messaging credit on the account balance. It is neither refundable in cash, nor transferable, nor carried over in the event of account closure.
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The service credit constitutes the exclusive and entire remedy for any unavailability covered by this SLA.
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The overall cap on credits for a given month is 15% of that month's platform usage.
Measured monthly availabilityService credit
From 99.0% to less than 99.5%5% of the month's usage
From 98.0% to less than 99.0%10% of the month's usage
Less than 98.0%15% of the month's usage (cap)

Article 5 — What the SLA does not cover

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No delivery rate is guaranteed : final routing depends on third-party operator networks, on the state of the recipient handset and on the operators' filtering policies.
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Message delivery times are not guaranteed.
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The approval of custom Sender IDs is a matter for the operators and is subject to no guaranteed timeframe.

Article 6 — Evolution

EnvoiSMS.ma may amend this SLA under the conditions of Article 13 of the CGV/CGU. The version applicable to a given month is the one in force on the first day of that month.