Service Level Agreement (SLA)

100% Delivery Guarantee
99.99% Platform Uptime Guarantee

Here we explains some key information about working with Chatti Support. Please refer to Support Plans for more information about our support programs, including Service Level Objectives (SLOs).

We have these guidelines to help us provide the best possible support for our customers, but we also try to be flexible when it’s in our customers’ interest.

Support Priorities

The following table defines the criteria and examples for our support priorities. Every support request is important, but some will require Chatti and our customers to work with a greater sense of urgency. It’s in our customers’ interest that we make good decisions about which requests require the most immediate response. We will assume that requests submitted by email are normal priority.

If you believe your issue meets the criteria for a different priority level, submit it though our support page here.

Once our support engineers review your request, they may adjust the priority to the appropriate level, up or down.

Scheduled Maintenance

Chatti does not conduct any regular scheduled maintenance. However, if maintenance is requested, it will be listed on our status page. 7 days before the scheduled date. Please subscribe to alerts on this page.

Unscheduled Maintenance

In the rare event unscheduled maintenance is required, our status page will be updated regularly.

Service Level Guarantees

We 100% guarantee the following:

  • All messages sent to us either by our API or platform will be submitted to the recipients carrier. 
  • Our platform uptime remains above 99.99% 

Service Level Commitments​

We are serious in providing the highest level of service and uptime to our customers. We ensure the following: 

  • A minimum delivery rate of 80 SMS per / second 
  • Platform uptime of 99.99%
  • Transparent and live reporting.

Support You Can Rely On

Chatti provides industry leading support designed for businesses of all sizes with all customers receiving enterprise-grade email support.

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