Policy status: Approved and actively followed. We operate service-capacity monitoring, recovery runbooks and message-flow protection procedures. Effective April 11, 2026.
Purpose and scope
We define operational thresholds, staffing responsibilities and safety barriers around high-volume messaging services.
This policy applies to personnel, contractors, technology and third parties acting for Pingplus Media to the extent of their approved access and applicable agreements. Customer and supplier responsibilities are aligned with our executed contracts and applicable law.
Controls and practices in operation
- We maintain runbooks for SMPP bind failures, message queue congestion, cache pressure and database availability, API saturation, DLR lag, carrier faults and suspected abuse.
- We set service-specific alerting and capacity limits from measured traffic and system baselines. Published throughput and availability commitments are based on corresponding operational evidence and planning.
- We use established incident response and escalation paths for production incidents and distinguish configured 24/7 alerting from verified staffing or on-call service coverage.
- We protect the continuity of customer and supplier credentials, message acceptance, retries, routes, LCR, content-filter precedence, billing and DLR, changing them only through the authorised release process.
- We maintain route/partner emergency contact list, with sensitive endpoints stored separately from public policy documents; every emergency traffic change requires logged business approval.
- Our service recovery tiers are governed by documented business-impact and infrastructure assessments, and any external claim about achieved recovery performance is supported by applicable exercise records.
Review and responsibility
Daily operational health review; monthly service metrics; annual capacity and dependency review.
Accountability and reporting
Our personnel, contractors and in-scope service partners follow this policy, with established channels for prompt reporting of suspected security issues. Exceptions are recorded, reviewed and approved by an authorised policy owner. Applicable customer contracts and legal duties continue to govern the services provided.