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This Service Level Agreement ("SLA") describes the service levels that HMD Corp ("Company," "we," "us") commits to provide for the Notify'n platform ("Service"). This SLA is incorporated into and forms part of the Terms of Service between you and HMD Corp.
This SLA applies to all paid subscription plans (Starter, Professional, Business and Enterprise). Free tier accounts are not covered by this SLA and receive service on a best-effort basis only.
The service credits described in this SLA constitute your sole and exclusive remedy for any failure by us to meet the service levels set forth herein. Service credits are not refundable for cash and have no cash value.
We commit to maintaining 99.9% Monthly Uptime for the Notify'n platform. This means the Service will be available for at least 99.9% of the total minutes in each calendar month.
Monthly Uptime Percentage is calculated as follows:
Uptime % = ((Total Minutes − Downtime Minutes) ÷ Total Minutes) × 100
For clarity, 99.9% uptime allows for approximately 43.8 minutes of Downtime per month.
"Downtime" means a period during which the Service is completely unavailable to all users, as measured by our monitoring systems. Downtime begins when our monitoring systems detect the outage and ends when the Service is restored. Partial degradation of service does not constitute Downtime for purposes of this SLA.
The following events are excluded from the Downtime calculation and do not count against our uptime commitment:
If we fail to meet our 99.9% uptime commitment in any calendar month, you may be eligible for service credits according to the following schedule:
| Monthly Uptime Percentage | Approx. Downtime | Service Credit |
|---|---|---|
| 99.0% – 99.9% | 43 min – 7.2 hours | 10% |
| 95.0% – 99.0% | 7.2 – 36 hours | 25% |
| 90.0% – 95.0% | 36 – 72 hours | 50% |
| Below 90.0% | 72+ hours | 100% |
Service credits are calculated as a percentage of the monthly fees paid for the affected month.
The maximum service credit you may receive for any single billing period is 100% of that period's fees. Credits may not be carried over to future periods or combined with other credits.
To request a service credit, you must:
We will respond to valid credit requests within 10 business days. If the claim is verified, the credit will be applied to your next billing cycle.
You will not be eligible for service credits if: (a) you are in breach of the Terms of Service; (b) your account is suspended for any reason; (c) you have outstanding unpaid invoices; or (d) you fail to submit a credit request within the required timeframe.
We target delivery of 99% of properly formatted emails to our outbound servers within 60 seconds of API acceptance. This is a performance target, not a guarantee. Actual delivery to recipient inboxes depends on receiving mail servers and is outside our control.
THIS SLA DOES NOT GUARANTEE EMAIL DELIVERABILITY, INBOX PLACEMENT, OR OPEN RATES.Email delivery is subject to factors beyond our control, including recipient server policies, spam filters, sender reputation and content quality. We provide tools and best practices to optimise deliverability, but ultimate delivery is at the discretion of receiving mail servers.
Response time targets vary by subscription tier and issue severity. These are targets, not guarantees.
| Severity | Enterprise | Business | Professional | Starter |
|---|---|---|---|---|
| Critical (P1) | 15 min | 30 min | 1 hour | 4 hours |
| High (P2) | 1 hour | 2 hours | 4 hours | 8 hours |
| Normal (P3) | 4 hours | 8 hours | 24 hours | 48 hours |
| Low (P4) | 8 hours | 24 hours | 48 hours | 72 hours |
These are targets for disaster recovery scenarios. Actual recovery times may vary based on the nature and scope of the incident.
While we maintain backups for disaster recovery, you are responsible for maintaining your own backups of critical data. We recommend regularly exporting your contacts, templates and campaign data using our export features.
We perform scheduled maintenance during low-traffic periods to minimise impact:
We notify you of scheduled maintenance through:
Real-time service status is available at notifyn.net/status. The status page displays current system status, ongoing incidents, scheduled maintenance and historical uptime.
During service incidents, we will:
You can subscribe to status notifications via email, SMS or RSS on our status page.
We may modify this SLA from time to time. We will provide at least 30 days' notice of any material changes that reduce our service commitments. Changes will not apply retroactively. The SLA in effect at the time of an incident governs credit eligibility for that incident.
For SLA-related inquiries or to submit a credit request:
© 2026 HMD Corp. All rights reserved.
© 2026 HMD Corp. All rights reserved.