Looper has extremely high standards when it comes to the reliability and connectivity of our Services. We exist to deliver your messages whenever and wherever you need; we stand by our ability to deliver this promise. We are committed to providing superior network performance and the highest quality of care for our clients.
Looper consciously does not offer a 100% uptime guarantee. It would take a catastrophic event to remove both our geographically spread Australian data-centres AND disconnect all of our redundant messaging gateways, but in this crazy world with devastating fires one minute and then as equally devastating floods the next there is the slimmest of slim chances things can go wrong.
Looper’s 99.95% uptime guarantee.
To provide 99.95% uptime, we have implemented the following procedures to ensure our services are always available when you need them:
We honestly and comfortably believe you won’t have any issues with inconsistent outages or experience access problems with Looper. That’s our promise to you!
Service Availability is defined as the percentage of time each service is available to You during the course of a 12 month period.The Service Availability is calculated in accordance with the following formula:
Availability (%) = [ Uptime Minutes / (Total Minutes – Planned Downtime Minutes) ] x 100
Service Availability is determined through the Looper fault ticketing system. This system logs faults and issues fault tickets when a client notifies Looper of the fault or when the fault has been identified and reported by Looper.
Should Looper fail to provide our services as detailed here you must report the failure directly to Looper.
As soon as we receive any reported failure from you we will perform an initial investigation and respond to you with our findings:
Looper will use all reasonable measures to rectify any failure in accordance with our failure correction times as set out below under “Priority”.
A failure will only be considered rectified once we determine that the failure has been fixed and we have let you know.
If we determine that a failure has occurred because of the Network Operator failing to send or receive SMS and MMS messages, we will work with the relevant Network Operator to endeavour to correct any problems encountered by their platform.
Phone 1300 663 992 or Email email@example.com
During high support times if we are unable to answer your calls directly and you are required to leave a message with our answering service, we promise to return your phone call as a matter of priority.
Premium partners are provided with our direct after hours support line. No matter what the time we will provide you with a personal response to all telephone queries and instant investigation of all issues.
When reporting a fault please make sure you have and can provide the following information available where applicable:
In the event of a fault report, Looper will communicate with the Client as follows:
Response Time is the length of time, to nearest 15 minutes: Which begins when Looper logs a fault call from You, or when Looper active monitoring and incident reporting identifies a fault; and ends when Looper provides a status advice to You with an indication of the nature of the fault and estimated time to restore service.
Restoration Time is the length of time, to the nearest 15 minutes: Which begins when Looper logs a fault call from You, or when Looper active monitoring and incident reporting identifies a fault; and ends when Looper determines that Services have been restored.
High priority is any prolonged event where Looper’s infrastructure is found to be inaccessible by You. You’re unable to connect to our service and your message are not being received and delivered to the Carriers within reasonable timeframes.
Low priority is any event which cause operational problems but has no significant impact on your Service and/or performance and you can access Looper’s services
Where restoration is not possible within Target time due to third party constrains, updates and the new estimated restoration time and/or remediation actions will be escalated to You.
Looper will use best efforts to provide 36 hours written notification of any scheduled or planned service outage (Planned Service Outages) if you are likely to be affected.
Where practicable, Planned Service Outages will occur between 10pm and 6am, Australian Eastern Standard Time. The process for notifying Clients of Planned Service Outages will be as follows:
In circumstances where an emergency service interruption is required, Looper reserves the right to undertake the service interruption without notice. In such cases Looper will use its best effort to notify You by email and/or SMS and or phone call prior to any service interruption.
Looper reserve the right to change or alter this service level from time to time, providing written notice is given to You.