Technical reference · June 2026
Service Level Agreement
Service information, support procedures and access details.
This document contains proprietary and confidential information belonging to num-iD. Unless specifically authorized, no portion of this document may be copied, saved, or shared in any format, whether physical, electronic, or mechanical, including but not limited to photocopying, recording, or storing in a retrieval system, without prior written consent from num-iD.
No part of this document should be interpreted as an offer to provide goods or services unless explicitly mentioned. All transactions are governed by contract.
1. Confidentiality statement
This document contains proprietary and/or confidential information belonging to Digital Works Business LLC ("num-iD").
Unless otherwise provided, no part of this document may be reproduced or transmitted in any form, for any purpose, without the express prior written permission of num-iD.
All services provided by num-iD are governed by num-iD's standard Master Services Agreement (MSA) unless otherwise modified by Agreement, and are subject to the privacy policy published at num-id.com/privacy-policy, as may be updated periodically.
All rights reserved. E&OE.
2. About num-iD
num-iD provides carrier-grade phone number information services that help operators, messaging providers, aggregators and enterprises route voice and SMS traffic accurately, validate numbers, and protect against fraud.
Our services return up-to-date routing, ownership and live-status information for E.164 telephone numbers. Data is sourced from number portability databases, numbering-range information and live network signalling, and is aligned with GSMA Mobile Country Code (MCC) and Mobile Network Code (MNC) identifiers.
We deliver these services over a simple, secure HTTP/S query interface engineered for high throughput and low latency, enabling real-time identification of the serving network and thereby reducing termination costs and improving delivery quality.
For further information, please visit num-id.com or contact your num-iD account manager.
3. Our standard Service Level Agreement (SLA)
To report an issue, please raise a ticket with the num-iD support team by sending an email to support@num-id.com.
The procedure below describes how num-iD handles trouble tickets. Your participation in this process enables num-iD to provide prompt resolution of reported issues.
| Priority / issue definition | Description | Target SLA |
|---|---|---|
| Priority 1 Out of service (OOS) | No connectivity between the customer and num-iD. All queries failing for a single country or for all countries. | num-iD escalates to an on-call engineer within 1 hour. |
| Priority 2 Impaired service | Incorrect porting information. Incorrect operator code or operator name returned. | Target resolution within two working days. |
| Priority 3 Notification | Maintenance, monitoring or testing. | Handed to the num-iD systems team, who will notify via email. |
num-iD support is available 24/7.
Please include the following information in your report (items marked with an asterisk * are mandatory):
- Company name. *
- A description of the issue, including customer-experience details where possible. *
- A sample query (and, where possible, a PCAP trace) that reproduces the issue.
4. Escalation process
Your account team proactively monitors the service to ensure smooth and continuous operation. Should an issue arise, num-iD is committed to the prompt response and timely resolution of trouble tickets.
- Team
- num-iD Network Operations Centre (NOC)
- Hours
- 24/7
- support@num-id.com
- Phone
- +351 300 529 780
- Name
- Account Manager
- Account Manager
- Phone
- Account Manager
- Name
- Alex Rodríguez — Director
- alex.rodriguez@num-id.com
For commercial matters, please contact your num-iD Account Manager in the first instance.
To escalate, contact Alex Rodríguez, Director at alex.rodriguez@num-id.com.
4.1. How to access our service
num-iD provides access to its services over a secure HTTP/S query interface.
Authorisation is based on registered source IP addresses: queries are accepted only from the IP addresses registered with num-iD. No API key, username/password or token is required. Requests to add or remove source IP addresses may be submitted at any time to support@num-id.com.
# Endpoint https://api.num-id.com/query/{number}?service=mnp|hlr
All dates and times across the num-iD service — including the customer portal, CDRs, invoices and data exports — are expressed in Coordinated Universal Time (UTC, GMT+00:00).
Your technical documentation — the HTTP interface specification and the response parameters and values — is available at num-id.com/resources.
5. Customer portal
As a num-iD customer you have access to our online portal at https://portal.num-id.com/, where you can:
- Review your CDRs (call detail records) and query history.
- View and download your invoices.
- Check your account balance and credit in real time.
To access the portal, use the link on our website or go to https://portal.num-id.com/ and sign in with your registered email address. For first-time access, you will receive your sign-in instructions by email at the address you provide to us. Should you experience any access issues, please contact support@num-id.com.