This Service Level Agreement ("SLA") applies to all customers of Shadow OTP ("we", "us", "our") who use our virtual number services, SMS verification services, rental number services, temporary email services, and API services (collectively, the "Services"). By using our Services, you agree to be bound by this SLA.
This SLA defines our service commitments, performance metrics, uptime guarantees, and the service credits you may be entitled to if we fail to meet these commitments.
We guarantee that our Services will be available 99.99% of the time during any calendar month ("Monthly Uptime Percentage"). The Monthly Uptime Percentage is calculated as:
Monthly Uptime Percentage = (Total Minutes in Month - Service Downtime Minutes) / Total Minutes in Month × 100
Service Downtime means any period during which the Services are not available for use by customers due to issues within our control, excluding scheduled maintenance and events listed in Section 5 (Exclusions).
We guarantee that 95% of SMS verification codes will be delivered within 2 seconds of request submission. Delivery time is measured from when we receive your request to when the SMS message is successfully delivered to the virtual number.
We guarantee that 99% of API requests will receive a response within 100ms (excluding third-party provider delays). Response time is measured from when we receive your API request to when we send the response.
We guarantee the following support response times based on support tier:
| Support Tier | Initial Response Time | Resolution Time |
|---|---|---|
| Critical Service unavailable, data loss |
< 15 minutes | < 4 hours |
| High Service degraded, numbers not working |
< 1 hour | < 8 hours |
| Medium General inquiries, billing |
< 4 hours | < 24 hours |
| Low Feature requests, feedback |
< 24 hours | < 72 hours |
We guarantee that all SMS messages and user data will be encrypted using AES-256 encryption standards. All messages are automatically deleted after 24 hours. We will never share your data with third parties without your explicit consent, except as required by law.
If we fail to meet our service commitments, you may be eligible for service credits. Service credits are calculated as a percentage of your monthly service fees for the affected service.
To claim service credits, you must submit a support ticket within 30 days of the service failure. Include your account details, dates and times of the failure, and any relevant evidence. Credits will be applied to your account within 10 business days.
| Monthly Uptime Percentage | Service Credit |
|---|---|
| < 99.99% but ≥ 99.9% | 10% of monthly fees |
| < 99.9% but ≥ 99.5% | 25% of monthly fees |
| < 99.5% but ≥ 99.0% | 50% of monthly fees |
| < 99.0% | 100% of monthly fees |
If less than 95% of OTPs are delivered within 2 seconds in a calendar month, you will receive a service credit equal to 5% of your monthly SMS verification fees for every 1% below the 95% threshold (maximum 25%).
If less than 99% of API requests receive a response within 100ms in a calendar month, you will receive a service credit equal to 10% of your monthly API usage fees.
If we fail to meet our support response time commitments, you will receive a service credit equal to 5% of your monthly fees for each support tier where the SLA was not met.
Service credits are your sole and exclusive remedy for any failure by us to meet our service commitments. Service credits are non-refundable and cannot be exchanged for cash. Maximum total service credits per month are capped at 100% of your monthly service fees.
We may perform scheduled maintenance to improve our Services. Scheduled maintenance windows are not counted as Service Downtime and are excluded from uptime calculations.
We will notify customers of scheduled maintenance via:
We strive to perform maintenance during low-traffic periods. During maintenance, we will maintain service availability through redundant systems. If maintenance exceeds the scheduled window, the excess time will be counted as Service Downtime.
The following events are excluded from service credit calculations and are not considered Service Downtime for SLA purposes:
We reserve the right to modify our Services, SLA commitments, and pricing with reasonable notice. Material changes to this SLA will be communicated via:
Continued use of the Services after such modifications constitutes your acceptance of the revised SLA. If you do not agree to the modifications, you may terminate your account in accordance with our Terms of Service.
We maintain a public status page at shadowotp.com/status that displays real-time service availability, incident reports, and maintenance schedules.
Customers can access detailed performance metrics including:
For any incident that results in service credits, we will provide a detailed post-incident report within 10 business days, including:
If you disagree with our calculation of service credits or determination of Service Downtime, you may dispute by submitting a detailed explanation with supporting evidence within 30 days of our determination.
We will review your dispute and provide a written response within 10 business days. If the dispute remains unresolved, either party may seek resolution through:
Have questions about our Service Level Agreement or need to claim service credits? Our team is here to help 24/7.