Self-Serve with email support based on Best Effort during our Business Hours.
Phone/email support on single accounts and a 99.9% SLA with MTTR + Extended Hours.
Phone/email support on multi – accounts and a 99.95% SLA with
24/7 MTTR + Extended Hours.
Standard Support
Email first-level support, and you’ll get a personal response from a real technical support agent — an expert in SMS API methodologies and database integration, who uses the best practices in accordance with FCC (USA) and/or CRTC (Canada) guidelines.
General inquiries are met with a best effort response during regular business hours, Monday through Friday 9 am to 5 pm (ET), excluding statutory holidays.
If support is critical to you, Swift SMS® offers reasonable, scaled service support that is geared towards your needs. Professional and Enterprise Support moves you to the front of the line with the following:
- Faster response times measured in MTTR (Mean Time To Respond)
- Business hour phone support direct to the desk of a live technical agent
- After-hours and weekend email support included with Enterprise
Professional Support
With your Professional Support subscription Swift SMS® offers toll-free live phone and email support, Monday through Friday, 8 am to 8 pm (ET) beyond our standard business hours, excluding statutory holidays.
Enterprise Support
With your Enterprise Support subscription Swift SMS® offers toll-free live phone and email support, Monday through Friday, 8 am to 8 pm (ET) beyond our standard business hours. Priority One tickets receive 24/7 MTTR with weekend email support as well.
 Support Plan Features |
 Standard |
 Professional |
 Enterprise |
|---|---|---|---|
| Self-Serve |  |
|
|
| Email Support | |
|
|
| MTTR | Best Effort | |
|
| SLA | Best Effort | 99.9% | 99.95% |
| Phone Support | – | |
|
| 24 / 7 Emergency Support | – | – | |
What is our guaranteed response times (MTTR)?
| MTTR Level | Standard |
Professional |
Enterprise |
|---|---|---|---|
| Priority 1 Ticket | Within 8 Business Hours | Within 2 Business Hours | Within 1 hour, 24 / 7 |
| Priority 2 Ticket | Best Effort | Within 3 Business Hours | Within 2 Business Hours |
| Priority 3 Ticket | Best Effort | Within 6 Business Hours | Within 3 Business Hours |
What’s a priority?
Priority 1 Ticket: Critical Live Application Failure. This represents a total loss of service and/or a service degrade that renders the API SMS feature as unavailable with no remedy. This is not for SDK services, or clients still in development.
Priority 2 Ticket: Service Degrade. This represents intermittent service disruption such as SMS Gateway unavailability, and degradation of service response on messaging. This is not for SDK services or clients still in development.
Priority 3 Ticket: General Disruption. This represents service inquiries, upgrade requests, and development questions.
Swift SMS Gateway® verifies ticket validity at all times in order to assure the proper quality of service and best mean time to respond for our clients.
What’s my SLA?
You have a formal 99.9% SLA (Service Level Agreement) with Swift SMS Gateway® beyond a best effort the moment you pay us a support fee. Upgrade to Enterprise Support and your SLA is extended to 99.95%. This represents SMS Gateway availability, the availability of our dashboard where you log-in and manage your SMS services with us, the ability to send a message across our network(s) and to be successfully transmitted from our demarcation, which is the point where our network ends. Connecting to over 800+ mobile carriers globally, Swift SMS Gateway® provides the best SMS service you can expect.
Unhappy with our services?
If you think we have dropped the ball — ever — let us know. Call us toll-free at 1-800-264-7141 and tell us personally. Your dispute will be reviewed. If Swift SMS Gateway® has failed to meet our stated MTTRs and/or your SLA, then you’ll receive your next month’s Support service fees for no charge. By all reasonable means, Swift SMS Gateway® will make it right.