service level agreement
Summary
This document explains the levels of service the customer can expect to receive from Mora, and details the support request and escalation procedures to use in the event of problems once the service has started.
Service description
Mora provides the fastest targeted SMS in Saudi Arabia and short code services to users in all fields from small home business users to large governmental and local businesses. All our messages are sent directly through the operator portals in the Kingdom of Saudi Arabia
saving
This is measured as the time the messaging system is available to accept message submissions backed by a Service Level Agreement (SLA) with a delivery level of 365X24-99.9
Despite the fact that our normal operations see messages being delivered in between 1 and 5 seconds. The actual average delivery speed is only 30 seconds, however traffic can usually be delayed by an additional 2 minutes for one of the following reasons:
Network traffic volume
.Failures in the transmission process
GSM / CDMA network malfunction
Mora will attempt to get fast delivery of all outgoing messages, if any failure persists d. The typical network will divert your traffic to an alternate gateway to get immediate delivery of the following volumes sent after these incidents fail d. This action will be handled depending on Failure status and status.
Traffic saturation
The first days of Ramadan
Eid al-Fitr
Eid al-Adha days
Saudi National Day
During this type of occasion, GSM networks have a high level of traffic so that the service levels are
Networks are impossible to maintain. These types of days are rare, and we reserve the right to add to this list as if a special occasion or unexpected event occurred
Our Hosted Environment
Each of our sites is provided with two separate substations, all of which are supplied with an uninterruptible power supply (UPS).
Our servers are located in secure, air-conditioned and fully alerted buildings.
Entry to these premises is supervised and by appointment only.
Multiple delivery gates redundant
Mora will ensure that every effort is made to correct unexpected routing failures by diverting traffic to a redundant gateway. Let’s ensure that a typical network can correct all routing failures, due to situations that may arise outside of Mora’s control.
Multiple protocols
Mora can receive messages via all of the following protocols HTTP, HTTPS and SMPP but we prefer to cooperate with clients over SMPP connections so that we can offer the possible features.
Scheduled maintenance
Mora is responsible for alerting customers to any scheduled maintenance or outages affecting the SMS service it provides.
MORA will provide at least seven (2) days notice prior to the planned outage. A shorter notice period may apply in the event of emergency servicing of equipment.
Data security and privacy
The security, protection, privacy and confidentiality of data is one of the most important aspects that are taken into consideration when adopting SMS technology as a communication tool for companies and organizations in various fields. So, Mora takes special care of this aspect by implementing strict security policies at many different levels to ensure that our servers, software and data are preserved from any infringement or illegal access.
Here are some of the security and protection aspects applicable to Mora
1- Secure communication channels: The transmission of messages and information exchange between servers, applications and programs is secure because we have secure channels that do not allow any unauthorized access to them.
Data encryption: Messages are encrypted before they are sent to the servers. In the case of stored databases, the messages will be stored in an encrypted form to reduce the possibility of benefiting from them in the event of illegal access to them, God forbid.
3- Authorized access to data: Only authorized persons are allowed to access servers and databases. Login information for servers is changed, God willing – Preserving servers, programs and data from any violation or illegal access. and databases on a regular basis.
4- Antivirus software: All servers have antivirus software, which is always updated so that it always has the latest virus update.
5- Data access notifications: In the event of any access to, or any change in, servers or databases, an automatic notification will be sent to the Mora Security and Protection Officer
6- Firewall: To protect data from any illegal access, there is a firewall system running on all servers that prevents any unauthorized access to servers and data.
Technical Support Methodology
The technical support service provided by Mora Telecom is one of the competitive advantages that are particularly interested in reaching the highest level of customer satisfaction.
Therefore, 24-hour technical support is available to allow customers to choose the appropriate way to contact and request assistance and assistance through one of the following means of communication:
Online Help: With one click you can open a quick chat and have a chat with a member of the technical support. You can write and express the problem you are facing and the technician will help you solve it no matter how complex the problem is. The technician will refer the problem to the experts and they will fix it right away. The average time between a request for help and the first answer is less than 60 seconds.
Ticket system: If the customer wishes to inquire about specific technical information, he opens a ticket in this version and sends it directly to the concerned department.
Send an email: The customer can send an email to the technical support department directly, and it will be answered quickly.
– Classic calling methods are also available such as: direct calls.
– Or via WhatsApp through Mora’s website
If for some reason the customer does not find what he expects or is not satisfied with the service provided, he can contact the customer service department, and they will take the immediate and appropriate action
escalation
Mora Support response time for customer tickets is measured in minutes. However, if support requests are not resolved within their solution objectives, requests must be escalated by the assigned engineer to the Emergency Contacts in the ways described below.
Emergency Contacts
Manager – Technical Services,
Accepted contact way
Line grade 1 phone call and/or sms
Severity 2 Phone call and/or SMS
Severity 3 SMS and/or email
Severity message 4 sms and/or e-mail
Severity 5 Email