We aim to keep Mobile Message running around the clock, and we back that with a commitment: in any calendar month, at least one of our SMS gateways will be available for you to connect to and send Messages 99.9% of the time.
This SLA forms part of our Terms and Conditions and uses the same defined terms. Where it gives you a credit for missing the 99.9% commitment, that credit is your only remedy, and our only liability, for the downtime.
The commitment covers our own infrastructure. It is about gateway availability: your ability to reach us and submit a Message. It is not a guarantee that every Message reaches a handset, because final delivery depends on mobile carriers and other factors we do not control.
This SLA takes effect on 7th of June 2026 and applies to all customers using our standard, paid Service. It does not apply to features provided free of charge, on trial, or in beta, which are offered on an as-is basis.
We measure uptime over each calendar month, as the percentage of time that at least one gateway was available to send Messages, after setting aside any Excluded Downtime.
Uptime is calculated from our own monitoring and system logs, which are the basis for determining whether the commitment was met in any given month.
Some interruptions are outside our control, or are necessary to keep the Service running. The following do not count against our 99.9% commitment ("Excluded Downtime"):
If we do not meet the 99.9% commitment in a calendar month, and you were affected by the downtime, you can claim an account credit of AUD $52.50.
To be eligible, your account must be active and in good standing — that is, not suspended, not in breach of the Terms, and not relying solely on free promotional credits — both at the time of the outage and when you claim.
To claim, email hello@mobilemessage.com.au within 30 days of the outage. We will confirm the month's uptime and, if the commitment was missed, apply the credit to your account.
The credit is applied to your account balance and can be used to send future Messages. It is not redeemable for cash, and a maximum of one credit applies per affected month.
Good support is part of keeping the Service available, so we make it easy to reach us whenever you need a hand — whether that is a quick question about sending Messages, help with the API, or something that needs investigating.
For anything affecting the Service more broadly, our status page is the fastest way to see current availability, planned maintenance, and any incident updates.
We may update this SLA from time to time. We will give notice before any change takes effect, by email or by publishing the updated version on our website. Continuing to use the Service after a change means you accept it.