{
  "name": "BroadNet service levels and support",
  "description": "Uptime commitment, service credits, support severity targets and support coverage, as published on /support-sla.",
  "publisher": {
    "name": "BroadNet Technologies Sarl",
    "url": "https://www.broadnet.me"
  },
  "source": "https://www.broadnet.me/support-sla",
  "reviewed": "2026-10-02",
  "uptime": {
    "monthlyCommitment": "99.99%",
    "scope": "Production API endpoints (Service Level Agreement).",
    "agreement": "https://www.broadnet.me/legal/sla",
    "serviceCredits": [
      {
        "monthlyUptime": "≥ 99.99%",
        "enterpriseCredit": "None",
        "meaning": "Within the standard platform availability commitment."
      },
      {
        "monthlyUptime": "99.0% – < 99.99%",
        "enterpriseCredit": "10% of monthly fee",
        "meaning": "Roughly 4 min – 7.2h of downtime in a 30-day month."
      },
      {
        "monthlyUptime": "95.0% – < 99.0%",
        "enterpriseCredit": "25% of monthly fee",
        "meaning": "Roughly 7.2h – 36h of downtime in a 30-day month."
      },
      {
        "monthlyUptime": "< 95.0%",
        "enterpriseCredit": "50% of monthly fee",
        "meaning": "More than ~36h of downtime in a 30-day month."
      }
    ]
  },
  "supportSeverity": [
    {
      "severity": "P1 · Critical",
      "definition": "Total outage or major OTP/traffic failure on production; no viable workaround.",
      "responseTarget": "15 minutes",
      "updateCadence": "Every 30 minutes",
      "resolutionTarget": "RFO ≤ 24h · RCA ≤ 5 business days",
      "channels": "24/7 hotline + shared channel"
    },
    {
      "severity": "P2 · High",
      "definition": "Major degradation on a single country, operator or route; sender-ID rejection at scale.",
      "responseTarget": "30 minutes",
      "updateCadence": "Every 2 hours",
      "resolutionTarget": "RCA ≤ 7 business days",
      "channels": "On-call + portal"
    },
    {
      "severity": "P3 · Medium",
      "definition": "Partial route issue, webhook delays, or test-credential/staging problems with a workaround.",
      "responseTarget": "4 business hours",
      "updateCadence": "Daily",
      "resolutionTarget": "Target ≤ 3 business days",
      "channels": "Portal + email"
    },
    {
      "severity": "P4 · Standard",
      "definition": "How-to questions, documentation, account configuration and general requests.",
      "responseTarget": "1 business day",
      "updateCadence": "On request",
      "resolutionTarget": "Target ≤ 5 business days",
      "channels": "Portal + email"
    }
  ],
  "supportCoverage": [
    {
      "function": "NOC & Sev-1 response",
      "standardPlan": "24/7",
      "enterprisePlan": "24/7",
      "timeZones": "Follow-the-sun"
    },
    {
      "function": "Technical support (P2–P4)",
      "standardPlan": "24/5",
      "enterprisePlan": "24/7",
      "timeZones": "GST / CET / follow-the-sun"
    },
    {
      "function": "Named account manager",
      "standardPlan": "—",
      "enterprisePlan": "Business hours + on-call",
      "timeZones": "Aligned to customer HQ"
    },
    {
      "function": "Regulatory / compliance desk",
      "standardPlan": "Business hours",
      "enterprisePlan": "Business hours + escalation",
      "timeZones": "GST (Dubai HQ)"
    }
  ],
  "statusPage": {
    "url": "https://www.broadnet.me/status",
    "json": "https://www.broadnet.me/api/status",
    "statuspageSummary": "https://www.broadnet.me/status/api/v2/summary.json",
    "markdown": "https://www.broadnet.me/status.md",
    "note": "The status page shows measured website & public API reachability (synthetic checks every 5 minutes, uptime from stored samples only), not the messaging platform's internal delivery status; a platform status feed is coming soon."
  },
  "related": {
    "compliance": "https://www.broadnet.me/ai/compliance.json",
    "facts": "https://www.broadnet.me/about/facts.json"
  }
}