Uptime Commitments
Platform API
99.95% target — Service credits: 10% per 0.1% below
eSIM Provisioning
99.9% target — Service credits: 15% per 0.1% below
Billing System
99.9% target — Service credits: 10% per 0.1% below
Partner Portal
99.5% target — Service credits: 5% per 0.5% below
Support Response Times
| Priority Level | Initial Response | Target Resolution |
|---|---|---|
| Critical (P1) | 15 minutes | 4 hours |
| High (P2) | 1 hour | 8 hours |
| Medium (P3) | 4 hours | 24 hours |
| Low (P4) | 24 hours | 72 hours |
1. Service Availability
2SkyMobile LLC targets service availability as specified in the uptime commitments above. Availability is measured monthly: (Total Minutes − Downtime Minutes) / Total Minutes × 100%.
2. Maintenance Windows
Scheduled maintenance is excluded from uptime calculations. At least 72 hours advance notice is provided for planned maintenance. Emergency maintenance may be performed with shorter notice when required for security or stability.
3. Service Credits
If uptime targets are not met, eligible partners may request service credits. Credits are applied to future invoices and do not exceed 30% of monthly fees. Credit requests must be submitted within 30 days of the incident.
4. Exclusions
The following are excluded from uptime calculations:
- Issues arising from partner's non-compliance with technical guidelines
- DDoS attacks or security incidents
- Third-party network or carrier outages
- Partner-caused issues or misconfigurations
- Force majeure events
- Scheduled maintenance windows
5. Third-Party Network Dependencies
Connectivity services rely on third-party mobile network operators over which 2SkyMobile LLC has no control. Outages, coverage changes, or performance variations caused by third-party networks are excluded from SLA commitments.
6. Support Channels
Enterprise Support
- Priority ticket routing
- Dedicated account manager
- Priority support
Standard Support
- Knowledge base access
- Email and ticket system
- Business hours support