Enterprise Service Level Agreement (SLA)
Carrier-grade network availability, ultra-low latency benchmarks across all 4 Bangladeshi telecom operators, and guaranteed Mean Time to Resolution (MTTR).
Bulk SMS & Telecom Gateway Uptime
Direct SS7/SMPP Telco interconnects with Grameenphone, Robi, Banglalink, and Teletalk.
High-Throughput Dispatch
Capable of delivering over 1,500+ Transactions Per Second (TPS) with dynamic load balancing across telco SMSC nodes to eliminate queue congestion.
Instant DLR Webhooks
Real-time Delivery Receipts (DLR) dispatched back to your corporate webhook endpoint within milliseconds of operator handset confirmation.
Smart Operator Auto-Failover
In the event of a carrier-side maintenance outage, critical OTP traffic automatically switches to secondary active SMPP links within 300ms.
Incident Severity Matrix & Response Times
Strict contractual response time commitments backed by our Level-3 NOC engineering staff.
| Severity Level | Definition & Impact | Initial Response | Target Resolution |
|---|---|---|---|
| P1 - Critical | Complete service outage, total inability to send SMS, or PBX trunk downtime affecting all users. | < 10 Minutes | < 1 Hour |
| P2 - Major | Degraded performance, high latency (>5s) on specific operator route, or partial admin console sluggishness. | < 30 Minutes | < 4 Hours |
| P3 - Minor | Non-critical inquiry, reporting delay, account credit inquiry, or general configuration request. | < 2 Hours | < 12 Hours |
Service Credit Compensation Policy
If monthly uptime falls below 99.99% for reasons solely attributable to Qolek infrastructure (excluding scheduled maintenance announced 48 hours in advance or nationwide telco upstream outages), clients are entitled to service credits on their subsequent monthly invoice: