1. SMS means Short Messaging Service, and is a bearer standard for transmission of short messages(maximum length of 70 Arabic or 160 English characters per message) via GSM-enabled mobile phones. Message length may vary on other mobile network technologies.
2. Interruption means an interruption to the Service that occurs when there is a total loss of Service to you and the interruption is not caused by scheduled maintenance.
3. "You" and "Your" refers to the Partner detailed in the Agreement.

STARSMS^® will guarantee to make all efforts to correct unexpected routing failures by switching traffic to a redundant gateway. STARSMS^® will not guarantee that all routing failures can be corrected, due to situations that may arise outside of STARSMS^® 's control.

STARSMS^® can receive from you the messages via all following protocols:
HTTP
SMPP 3.4
SMTP
FTP
Where we prefer to co-operate with our clients via SMPP connections, to be able to present all possible features, such as DLR (delivery status reports).

STARSMS^® guarantee a redundant matrix of own servers with a huge bandwidth (400 MBit/Sec in total).

STARSMS^® will try to have a prompt delivery for all outgoing messages. If any delay persists (more than 15 minutes) STARSMS^® will switch your traffic to an alternative gateway (mostly European gateways) to have a prompt delivery for the next quantities sent after this delay of 15 min. This action will be handled automatically and even with no more cost on your side.

STARSMS^® will use its reasonable endeavors to:

1. Provide you with 7 days notice of any scheduled maintenance of the Service, except in an emergency situation.
2. Ensure that scheduled maintenance does not exceed a total of six hours in any calendar month. Where maintenance exceeds a total of six hours, it will be regarded as an Interruption of Service.
3. Total of emergency situations should be not more than 6 hours per month.

1. Your authorized operational contact person may report any Service fault to STARSMS^® by calling STARSMS^® 's Support 24 hours, 7 days a week.
2. On receiving a report of a fault STARSMS^® shall, within normal working hours, investigate and determine whether the reported fault is a fault in the STARSMS^® system, an Equipment fault, third party fault or your error.
3. STARSMS^® shall bear no liability in connection with its determination of the nature of the fault.

STARSMS^® is not responsible for any fault where STARSMS^® reasonably attributes the fault to Your Equipment or other facilities beyond the Service Delivery Point or to the external telecommunication networks that STARSMS^® services are connected to.

1. SMS Capacity Planning: To enable STARSMS^® to maintain sufficient International capacity to meet your forecasted volume usage, STARSMS^® may require you to provide STARSMS^® with one weekly rolling forecast (for all traffics more than 50k a day). These forecasts will be reviewed by STARSMS^® in consultation with you, the customer, to ensure appropriate alignment with STARSMS^® 's capacity planning.
2. Termination of Service by you: Within 3 business days after receiving notification from you or such later date as specified in the notice. You are required to provide written notice as per the contract.
3. STARSMS^® is not responsible for any failure to meet service level objectives to the extent that STARSMS^® must rely on other carriers and services. For example, no service level objectives shall apply to activations involving the network of other carriers.

1. STARSMS^® will use its reasonable endeavors to provide the following performance objectives:
2. STARSMS^® SMS Service Availability will not be less than 97% of the time less maintenance time.
3. The output of SMS messages via STARSMS^® 's SMS Service shall be no less than 300 messages/minute each Network (Example: in Egypt 300 + 300 messages/minute for both Vodafone & Mobinil). STARSMS^® 's SMS Service Objective: The time taken for a message to be delivered to the third party carriers, from your interface to STARSMS^® SMS service, shall be no more than 10 seconds.

1. The STARSMS^® SMS Service will be monitored on a 24 hour, 7-day per week basis by STARSMS^® SMS network management. Where a Service fault occurs, STARSMS^® will address and rectify it as soon as reasonably practicable with the following targets for the service.
2. Fault Response Times: You may report a fault by contacting the STARSMS^® Monitoring and Support Centre. STARSMS^® will acknowledge any reported incident by contacting your designated contact to confirm details, discuss specifics and provide feedback of call status. STARSMS^® will endeavor to meet the following targets: Response time: 12 hours Restoration time: 24 hours.

If STARSMS^® fails to repair a Service fault within the restoration time, STARSMS^® will rebate you for the Interruption as follows:

1. Hours of Interruption – Specified Restoration Time X Monthly Service Charge Hours in month.
2. The rebate does not include a rebate for Usage charges, for messages that may have been carried over the Service, during the time of any STARSMS^® SMS Service outage.
3. If you wish to make a claim for payment, you must do so in writing within 18 days after restoration of the fault.
4. STARSMS^® will make payments that are due and payable to you by crediting your next monthly account.