What kind of support does your SMS provider offer?

Whenever a business works with a third-party provider, they hope that these contracted experts provide excellent customer service and products to the company's targeted audience.

Typically this information is informally detailed during the on-boarding process and then it is detailed in a service level agreement, also known as a SLA. At Swift SMS Gateway, we think it is important to explicitly explain what we offer because it is important to be transparent with our client base.

According to the International Association for Contract & Commercial Management (IACCM), about 30 to 35 percent of contracts do not entirely explain a provider's responsibilities and expectations. Even though a company understands what a text messaging services provider offers, it is important that the providers offer custom SLAs.

"What we have to accept from this data is that many of the contracts are quite simply not fit for purpose.," IACCM chief executive Tim Cummins told Supply Management. "They do not deliver the goals and objectives that we are aiming for."

At Swift SMS Gateway, we offer free customer service to all our clients, but once it reaches a level where SLAs and technical support comes into play, we have to charge fees to maintain and protect these programs.

SLA

Our documents explain the service that we are providing to your business. Whether that is a text alerts or SMS marketing campaign, it is essential to understand how these programs will impact your targeted audience. Every SLA will include our warranties, guarantees, priorities and responsibilities of Swift SMS Gateway.

At the surface, these programs appear exactly the same, but that is not the case. Consult with our SMS experts to explain how our services will impact your organization.

'MTTR'

Within every SLA, we offer a mean time to respond and repair (MTTR). Our consultants wil​l explain what Swift SMS Gateway has to do before repairing or restoring your SMS marketing program.

Within the MTTR clause, your business will have to determine how soon Swift SMS Gateway has to repair or restore operations because, maintenance to recover the system within 24 hours or seven days greatly differ—having this information outlined within the SLA is essential.