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Service Level Agreement (SLA)

Clear uptime commitments, support response targets, and service credits.

Standard

Uptime99.5%
ResponseNext business day
CoverageBusiness hours

Business

Uptime99.9%
Response4 hours
Coverage24/5

Enterprise

Uptime99.95%
Response1 hour
Coverage24/7

What counts as uptime

Uptime is measured at the API edge for core request/response availability. Scheduled maintenance windows are excluded when pre-announced.

Support response targets

Response targets represent first meaningful response time. Resolution times vary based on severity and external dependencies (operators, banks).

Service credits

Service credits may be available if uptime falls below your tier commitment. Contact support with the incident window and your account details.

Notes

  • Operator-level outages may impact delivery even when the API is available.
  • Client-side misconfiguration (invalid credentials, blocked egress) is excluded.
  • For enterprise contracts, SLA terms can be customized.
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AfriRoute© 2026 AfriRoute Communications Platform. All rights reserved.
SOC 2 (2026)99.9%+ Uptime TargetGlobal Coverage

AfriRoute is a global Communications Platform as a Service (CPaaS), infrastructure, and AI orchestration platform built for high-regulation and high-resilience markets. Programmable APIs for messaging, voice, USSD, mobile money payments, and contact center operations. Born in Africa. Built for the world's most complex markets. AfriRoute is not affiliated with mining, logistics, commodity intelligence, or precious metals businesses using a similar name.