Service level agreements of JAAN bv
JAAN bv runs three platforms, each with its own service level agreement: SMSBOX for SMS, WWW4 for hosting and 2Mail for email. The commitments differ per service — an SMS gateway promises something different from a web hosting package — and therefore live on the brand's own domain. Below you find all three, with the core of each commitment.
One SLA per platform
SMSBOX
Availability of the platform and the API, message delivery via multiple carrier connections, a status report per message and the credit policy for outages.
- 99.99% platform availability on a yearly basis
- Delivery report per message
- Credit policy for proven outages
WWW4
Availability of the hosting in a redundant Belgian data centre, daily backups with 14 days of retention, network-level DDoS protection and 24/7 monitoring.
- 99.99% uptime on redundant infrastructure
- Daily backup of files, database and mail
- DDoS protection and 24/7 monitoring
2Mail
Availability of the SMTP relay, the API and the dashboard, hand-over to the receiving mail server within seconds, TLS on every connection and a status per email in the dashboard.
- 99.99% platform availability
- Hand-over within 10 seconds, automatic retry
- Status per email, encrypted on port 587
The availability figures above exclude planned maintenance. We announce such maintenance by email at least 48 hours in advance.
And for custom software?
Custom work has no standard SLA: the commitments on availability, maintenance and response times are set per project in the quotation and the maintenance agreement, matched to how critical the application is for you.
Our support team is available on all regular working days, by phone on +32 9 328 03 83 and through the contact form, in Dutch, French and English. For critical outages outside office hours there is an emergency line for our platform customers.
Monday to Friday from 9 am to 5 pm; Belgian public holidays excepted.