Platform availability
We aim for 99.5% monthly availability of our web dashboard, REST API and SMPP services, excluding scheduled maintenance and events outside our control, such as mobile network outages.
Message delivery times also depend on mobile networks and on whether the recipient’s phone is switched on and reachable. Delivery reports show the outcome of every message.
Disaster recovery targets
If a major incident affects our platform, we aim to restore service and limit data loss within these targets. RTO is how quickly a service is back; RPO is the most data, measured in time, that could be lost.
| Service | RTO back online within | RPO maximum data loss |
|---|---|---|
| Message sending: REST API and SMPP | 4 hours | 15 minutes |
| Delivery reports and message logs | 8 hours | 1 hour |
| Customer dashboard: sms.beepafrica.com | 8 hours | 1 hour |
| Wallet, billing and eTIMS records | 24 hours | 15 minutes |
| Website: beepafrica.com | 24 hours | 24 hours |
More detail is in our Information Security Policy.
Maintenance
We schedule planned maintenance outside business hours where possible and give notice for anything likely to affect service. Urgent security fixes may be applied straight away.
Support channels
- Phone and WhatsApp: +254 725 333 888, 24 hours a day, 7 days a week
- Contact form on our website
- Your account manager, for business and enterprise customers
Response times
| Priority | Example | First response |
|---|---|---|
| Critical | You can’t send any messages, or the API or SMPP is down | Within 1 hour, 24/7 |
| High | Delays or failures on one network, or a key feature not working | Within 4 hours |
| Normal | Questions, reports, account or billing changes | Within 1 business day |
| Low | Feature requests and general feedback | Within 3 business days |
Custom agreements
Customers who need guaranteed service credits, dedicated routes or higher throughput can agree a written service level agreement with us. Talk to our team.
Contact us
Beep Africa Technologies Limited, 1st Floor, Studio House, Marcus Garvey Road, Kilimani, Nairobi (opposite chaka place).
Phone and WhatsApp: +254 725 333 888 · Contact form