Peekamo.com Service Level Agreement
Overview
Peekamo.com has produced this document to help clarify the service you can
expect to receive as a ‘Peekamo’ user.
Description
Peekamo.com provides products and services to deliver SMS messages to mobile
networks. It is our goal to deliver SMS messages to the network operators in a
timely manner. Every effort is made to deliver SMS messages within 30 seconds.
We provide updates to confirm and track all messages sent to the recipient's
mobile handset. These delivery updates are usually provided within 1 minute of
message received by the mobile operators but do depend on the traffic of the
mobile networks. Confirmation and
failed delivery notification will be displayed in the Peekamo.com message
center.
Below is a typical journey of an SMS message to provide a clear
understanding.
1. Message submitted by user
2. Stored into the Peekamo.com database and queued for transmission
3. Submitted to SMS data centre
4. Delivered to network operator
5. Transmitted to mobile handset
6. Delivery response returned confirming status of message (stored in our
database)
7. Message is re-submitted if delivery to mobile handset was not possible (the
mobile phone may be switched off, SIM card full and unable to receive further
messages, out of service area, or the network cell is busy or faulty)
Service Levels
Our commitment is to successfully provide a high standard of technical support
and deliver your SMS messages swiftly. 98% of messages are delivered to the
mobile operators within 40 seconds. Messages are delivered to the network
operator on a first-in first-out basis. Therefore, messages received first have
a higher priority in our queuing system. This delivery includes an update that
the message has been received by the SMS gateway. Most messages are delivered
with 10-15 seconds but there may be times during the day when high volumes
affect delivery times. Peekamo.com cannot guarantee delivery to the mobile phone
handset due to several factors that could occur beyond our control, for example,
the mobile phone may be switched off, SIM card full and unable to receive
further messages, out of service area, or the network cell is busy or faulty. Any messages received by the network operator
will result in an SMS message sent your account should you be the recipient.
Customer Service & Support
We provide as standard 24/7 email support Monday to Sunday.
Each enquiry is dealt with by our
customer support team in a professional and quick manner. We respond within 2
hours and resolve all issues within 8 working hours. Any problems reported on
our website are resolved within 1 hour unless beyond our control (see below).
All our hardware and software systems are managed and monitored 24/7 by trained
personnel.
Hardware Systems
Our SMS servers are located in a secure data centre and are monitored 24 hours a
day by highly trained professionals.
Back Up system
Websites are backed up on a daily basis. SMS
text messaging systems are in place to alert of any malfunctions 24/7 365 days
ensuring minimum downtime should this ever occur.
Account Guarantee
If for whatever valid reason you are not happy with any products or services you
have used or the level of service we have provided then we are happy to suspend
your account. We do not cover the
costs of any text messaging charges which may occur during your use of
Peekamo.com.