Terms and Service Level Agreement

Terms of Use

General

TextClever Limited has made every effort to keep our terms of use as clear and fair as possible.

Usage Policy

It is important to note that you must submit the correct information about you and your company’s identity. It is not permitted to use our products and services for illegal or unreasonable activities. Clients sending SMS/MMS messages in a threatening, rude manner, anti-social or attempting to pass off as someone else will have their account immediately closed without notice. Any attempts to obtain message credits by deception will also find their account closed immediately.

Confidentiality and Privacy Policy

Our clients’ information will not be passed on to any other third party without the permission from the client. Every effort has been made to meet the Data Protection Act 1984 conditions.

Security

All our clients’ information contained within our computer systems is stored securely. All hardware and software systems are updated regularly for maximum security.

Making a Purchase

Most of our products and services can be purchased online using PayPal. We accept Visa, Mastercard, Switch and Maestro. All products are purchased in advance. We do not keep any credit card details on our systems. Invoices are available on request and email confirmations are sent when a payment transaction has taken place. If you wish to pay by cheque, transfer or any other method, please contact us.

Tax Charges

All orders made within the UK include the statutory 20% VAT. This also applies to orders made from elsewhere within the European Union.

Refunds

No refunds will be given for any SMS/MMS credits purchased and used. Any software applications supplied by TextClever come with a 30 day money back guarantee. A full refund is given for any message that is not successfully delivered to a recipient’s mobile network. A successful delivery means a message that has been accepted by the recipients SMS network. SMS networks handle transmissions in various methods.

Handling Complaints

We have a complaints procedure in place and a TextClever staff member will be allocated the responsibility to professionally resolve any complaints you may have. All complaints are logged and viewed at the highest level. We encourage our customers to come forward with any issues so that we can improve our products and service.

Warranties

TextClever warrants that it will provide products and services with reasonable care, skill and in good working order as laid out in our Service Level Agreement.

Suspension and Termination

TextClever have the right to suspend or terminate any services if used illegally, unreasonably or do not conform to our terms of use as described in this document.

Customer Support and Service

We offer as standard both telephone and email support between 9am and 5.30pm Monday to Friday. Additional support is available on request. Each enquiry is dealt with by our customer support team in a professional and quick manner. We respond within 2 hours and we aim to resolve all issues within 8 working hours. Any problems reported on our website are resolved within 1 hour unless beyond our control (see below).

Matters Beyond Reasonable Control

There may be a times when our suppliers or the mobile network operators own systems are down and beyond our control. TextClever Limited holds no responsibility for any issues or problems that may occur in your business under these circumstances. Every effort will be made to minimise any downtime of our SMS/MMS delivery services.

Liability

TextClever shall not be liable for any loss of profits, business opportunities, loss of any data stored within our systems, for injury to reputation or third party losses or special loss or damage regardless of form of action, whether in negligence of contract or otherwise and regardless of whether TextClever knew or had reason to know of any loss, injury or damage possibilities in question. Any claim under any contract with TextClever shall be limited to fees paid in respect of any TextClever products and services purchased directly. Any claims should be made within 6 months of the event or issue arising.

Maintenance

TextClever may occasionally be required to carry out maintenance on its systems which could result in short periods of unavailability. This is necessary sometimes in order to implement changes and upgrades. Every effort will be made to carry out these changes outside of the normal UK working hours of 9am to 5.30pm Monday to Friday. Prior notice will be given to our clients where possible if work is required within the UK normal working hours to minimise the impact on our clients.

Our Contact Details

TextClever Limited
18 Merritt Street
Huntingdon
PE29 3HF

+44 (0)1480 412664

info@textclever.com


Service Level Agreement

Overview

TextClever Ltd has produced this document to help clarify the service you can expect to receive as a customer.

Description

TextClever Ltd provides products and services to deliver SMS messages to the GSM mobile network. It is our goal to deliver SMS messages to the GSM network operators in a timely manner. Every effort is made to deliver SMS messages within 30 seconds. We provide updates to confirm and track all messages sent to the recipient's mobile handset. These delivery updates are usually provided within 1 minute of message received by the mobile operators but do depend on the traffic of the mobile networks.

Below is a typical journey of an SMS message to provide a clear understanding.

  1. Message submitted by customer
  2. Stored into the TextClever database and queued for transmission
  3. Submitted to SMS data centre
  4. Delivered to network operator
  5. Transmitted to mobile handset
  6. Delivery response returned confirming status of message (stored in our database)
  7. Message is re-submitted if delivery to mobile handset was not possible (the mobile phone may be switched off, SIM card full and unable to receive further messages, out of service area, or the GSM network cell is busy or faulty)

Service Levels

Our commitment is to successfully provide a high standard of technical support and deliver your SMS messages swiftly. 98% of messages are delivered to the mobile operators within 40 seconds. Messages are delivered to the network operator on a first-in first-out basis. Therefore, messages received first have a higher priority in our queuing system. This delivery includes an update that the message has been received by the SMS gateway. Most messages are delivered with 10-15 seconds but there may be times during the day when high volumes affect delivery times. TextClever Ltd cannot guarantee delivery to the mobile phone handset due to several factors that could occur beyond our control, for example, the mobile phone may be switched off, SIM card full and unable to receive further messages, out of service area, or the GSM network cell is busy or faulty. Any messages that are sent to mobile handsets with a routing error (mobile format or number is incorrect or mobile operator is not supported) will not be deducted from your SMS credits. Any messages received by the network operator will result in SMS credits being deducted from your account. This includes messages that were not delivered due to the factors mentioned above that are beyond our control.

Customer Service & Support

We provide as standard both telephone and email support between 9am and 5.30pm Monday to Friday. Additional support is available on request. Each enquiry is dealt with by our customer support team in a professional and quick manner. We respond within 2 hours and resolve all issues within 8 working hours. Any problems reported on our website are resolved within 1 hour unless beyond our control (see below). All our hardware and software systems are managed and monitored 24/7 by trained personnel.

Hardware Systems

Our SMS servers are located in a secure data centre and are monitored 24 hours a day by highly trained professionals.

Back Up system

Websites are backed up on a daily basis. Email and SMS text messaging system are in place to alert of any malfunctions 24/7 365 days ensuring minimum downtime should this ever occur.

Money Back Guarantee

If for whatever valid reason you are not happy with any products you have purchased or the level of service we have provided then we are happy to refund your money. This does not include any SMS messages that have been successfully received by the GSM network. We have a money back guarantee form that we would ask you to complete.

Share

Click to go to topTOP