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Service Level Agreement

This Service Level Agreement (SLA) applies only to customers whose Enterprise Order Form or written agreement expressly includes it. This SLA forms part of that agreement and applies only during the applicable subscription term.

Hellotext will use commercially reasonable efforts to maintain at least 99.5% Monthly Uptime for the Covered Service during each calendar month.

The Covered Service means the following core functions of the Hellotext platform:

  • Authenticated access to the Hellotext application.
  • Inbox access and conversation management.
  • Ingestion and internal processing of supported messages and commerce events that successfully reach Hellotext.
  • Execution of active Missions and automations.
  • Submission of outbound messages to a supported channel provider when that provider and the required connection are available.

Unless expressly stated in the applicable Order Form, public websites, the Help Center, beta or preview functionality, and reporting or export features that do not prevent the core service from operating are not part of the Covered Service.

Monthly Uptime Percentage = ((Total Minutes in the Month − Excluded Minutes − Downtime Minutes) ÷ (Total Minutes in the Month − Excluded Minutes)) × 100.

Downtime means a failure under Hellotext’s control that prevents an affected customer from accessing the Covered Service or using one or more of its essential functions for at least five consecutive minutes. A severe degradation that makes an essential function unusable will also be treated as Downtime.

Monthly Uptime is calculated separately for each affected customer. A Downtime event begins when Hellotext’s monitoring detects it or when the customer reports it and Hellotext subsequently confirms it. The event ends when the Covered Service is restored. Hellotext’s monitoring systems, service logs, and verified customer reports will be used to determine availability.

If Monthly Uptime falls below 99.5%, the affected customer may request a Service Credit calculated as a percentage of the fixed monthly subscription fee for the affected Covered Service:

  • 99.0% to less than 99.5%: 5% credit.
  • 95.0% to less than 99.0%: 10% credit.
  • Less than 95.0%: 20% credit.

For annual or prepaid subscriptions, the fixed fee will be prorated monthly. Credits do not apply to performance-based fees, attributed-revenue fees, usage charges, message or channel charges, taxes, or third-party fees. Credits are applied to a future invoice, are not redeemable for cash, and may not exceed 20% of the fixed subscription fee for the affected month.

The customer must submit a Service Credit request within 30 days after the end of the affected month. The request should identify the affected account, approximate incident date and time, and a brief description of the impact. Hellotext will verify the request in good faith using the available monitoring data and service logs.

The following events are excluded from the Monthly Uptime calculation:

  • Scheduled maintenance announced at least 48 hours in advance, up to four hours per calendar month. Any scheduled maintenance beyond that limit counts as Downtime unless another exclusion applies.
  • Emergency maintenance reasonably required to protect the security, integrity, or stability of the service. Hellotext will provide notice as soon as reasonably practicable.
  • Failures or delays caused by third-party channels, commerce platforms, telecommunications carriers, email or SMS providers, cloud or internet providers, or other systems outside Hellotext’s reasonable control.
  • Customer systems, internet access, expired credentials, incorrect configuration, customer-requested changes, or other acts or omissions by the customer or its users.
  • Use contrary to the agreement, documentation, supported configurations, or applicable usage limits.
  • Beta, preview, trial, experimental, or otherwise designated non-production functionality.
  • Suspension permitted under the agreement, including suspension for non-payment or security reasons.
  • Force majeure events or other circumstances outside Hellotext’s reasonable control.

A failure by a third-party provider to deliver or process a message does not reduce Hellotext’s Monthly Uptime. However, a failure within Hellotext that prevents the platform from processing or submitting eligible messages to an otherwise available provider will count as Downtime.

Service Credits are the customer’s sole and exclusive remedy for Hellotext’s failure to meet the availability commitment in this SLA, unless the applicable Order Form or written agreement expressly provides otherwise. This SLA does not create an automatic termination right.

Capitalized terms not defined in this SLA have the meanings given in the applicable agreement. If this SLA conflicts with an applicable Order Form or written agreement, the Order Form or written agreement will control. This SLA becomes effective for a customer when it is incorporated into that customer’s Order Form or written agreement.

Last update: August 10, 2026

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