SLA - Textlocal

SLA & data security

The Textlocal.com SMS servers deliver premium UK Routed SMS text messages using direct connections into the heart of mobile network SMS Centres (SMSCs), providing high capacity, reliable, and fast SMS connectivity, direct to an end user's mobile phone. Textlocal.com uses its own direct connections to various operators and also has priority connections into tier 1 aggregators. It is a complete solution, hosted, designed, developed and supported by Textlocal.

Our servers are located at RACKSPACE LON3 – one of the UK’s most advanced data centres with a 100% network uptime SLA guarantee. The average delivery time per message is under 3 seconds, depending on receiving network, making Textlocal.com perfect for time critical applications. All our services include comprehensive delivery reports so you can see the delivery status of every single message you send.

Physical Security
 - Data center access limited to data center technicians
 - Biometric scanning for controlled data center access
 - Security camera monitoring at all data center locations
 - 24x7 onsite staff provides additional protection against unauthorized entry
 - Unmarked facilities to help maintain low profile
 - Physical security audited by an independent firm

System Security
 - System installation using hardened, patched OS
 - System patching to provide ongoing protection from exploits
 - Dedicated firewall and VPN services to help block unauthorized system access
 - Data protection with managed backup solutions
 - Optional, dedicated intrusion detection devices to provide an additional layer of protection against unauthorized system access
 - Distributed Denial of Service (DDoS) mitigation services
 - Ongoing risk assessment and security consultation

Operational Security
 - All employees trained on documented information security and privacy procedures
 - Access to confidential information restricted to authorized personnel only, according to documented processes
 - Systems access logged and tracked for auditing purposes
 - Secure document-destruction policies for all sensitive information
 - Fully documented change-management procedures
 - Independently audited disaster recovery and business continuity plans in place


Operational Security – Customer's Application Environment
 - Best practices used in the random generation of initial passwords
 - All passwords, contact and message data encrypted during transmission (128bit SSL) and while in storage at Textlocal
 - Secure media handling and destruction procedures for all customer data

Although Textlocal.com can offer a Service Level Agreement (SLA) for all Textlocal.com services, the SLA only goes as far as Textlocal.com delivering or receiving an SMS into or from a UK mobile operator's SMSC. Unfortunately, no UK mobile operators currently offer SLAs for their SMS services.

The main elements of our SLA are:
 - Minimum uptime of the Textlocal.com online Messenger : 99.9% 
 - Minimum uptime of Textlocal.com email to SMS gateway : 99.9% 
 - Minimum throughput of system : 80 messages per second
 - Average message delivery time : 3 seconds
 - Minimum success in message delivery : 99.9%
 - Receive SMS (dedicated inbound number) in less than 10 secs: 99.9%
 - Receive SMS (on short code) in less than 10 secs: 99.9%
 - Confirm billing of premium SMS in less than 30 seconds: 99.9%
 - Received messages, receipts and billing confirmations forwarded to email or remote server in under 5 secs: 99.9%
 - On site encrypted data backup: Every 30 mins
 - Off site encrypted data backup: Twice daily

Once messages have been submitted to the mobile network they may be subject to additional delays.  These can be compared to the delays experienced by normal SMS peer-to-peer traffic. These figures are based on using the Textlocal.com interfaces (Online, email to SMS, HTTP API). The figures do not account for any additional delays caused by the sender's network operator or failures due to circumstances beyond our control.

Several possible causes of SMS failure include:
 - Incorrect number format, missing international codes, mistyped numbers
 - Number does not exist of has expired
 - Receiving network overloaded
 - Receiving network failure
 - Receiving phone switched off
 - Receiving phone's inbox full

Note: we will investigate any failures upon request. Please contact us on 0845 0093182 email support@txtlocal.com to discuss any problems.
Textlocal SMS marketing, send sms online, bulk sms service, sms gateway and email to sms

SLA & data security

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