SLA Agreement

English is the sole legally binding language of IOSOR legal documents. Summaries in other languages are for convenience only.
Service targets, exclusions (carriers, zero balance), support, and credit claims.
IOSOR — SERVICE LEVEL AGREEMENT (SLA)
IOSOR — Version 1.0.2 | Effective 2026-07-18
Binding language: English
The English language version of these documents is the sole legally binding text. Any summary or UI text in another language is provided for convenience only.

Operator: IOSOR is a B2B omnichannel communications project operated from the Lausanne area, Canton of Vaud, Switzerland. Formal Swiss company registration will be completed in due course; until then these documents refer to the project operator as “IOSOR” or “Provider”.
Contact: support@iosor.com


1. SCOPE
This SLA covers platform availability for authenticated Client dashboard and API control planes under IOSOR’s reasonable control. It does not guarantee end-to-end delivery by mobile carriers, WhatsApp/Telegram networks, or inbox providers.

2. TARGET AVAILABILITY
Provider aims for commercially reasonable availability of core control services. Published marketing figures (e.g. delivery rates) are targets/illustrations, not absolute warranties, unless expressly agreed in a signed enterprise addendum.

3. EXCLUSIONS
Downtime or degradation caused by: Client error; zero-balance suspension; AUP enforcement; scheduled maintenance (with reasonable notice where practicable); force majeure; third-party carrier/provider outages; internet routing outside Provider control.

4. SUPPORT
Support channels and hours are as published in the Client dashboard (Email / WhatsApp / Telegram). Critical billing issues are prioritised on a commercially reasonable basis.

5. CREDITS
Unless an enterprise addendum states otherwise, service credits are discretionary goodwill, not automatic liquidated damages. Claims should be submitted in writing within thirty (30) days of the incident with account ID and time range.

6. ENGLISH PREVAILS
The English language version of these documents is the sole legally binding text. Any summary or UI text in another language is provided for convenience only.