Effective August 22, 2026

Support and Service Level Policy

The support, incident, maintenance, and service-level framework for SMSify Business SMS.

1. Support access

Authorized customer administrators may request support through the authenticated product, by email to support@smsify.app, or through the contractual contact channel stated on the approved Order Form. SMSify verifies authority before disclosing account, traffic, billing, security, or recipient information.

2. Severity levels

Severity 1: a confirmed security incident, widespread inability to access the service, or widespread failure of approved production traffic.
Severity 2: material degradation or failure of a major feature without a reasonable workaround.
Severity 3: limited defect, billing or configuration issue, or support request with a workaround.
Severity 4: documentation, feature request, account-administration question, or planned change.

3. Response targets

No numeric uptime promise, response deadline, restoration target, service credit, or 24/7 support commitment applies unless a current accepted Order Form expressly states one.

4. Carrier and internet dependencies

SMS/MMS delivery, number availability, registration, routing, call forwarding, and porting depend on carriers, recipients, destination networks, internet providers, customer systems, and regulatory action. SMSify monitors and escalates within its control but cannot guarantee delivery time, receipt, uninterrupted routing, or a particular number.

5. Maintenance and changes

SMSify may perform planned maintenance with advance notice appropriate to the risk and emergency maintenance without advance notice when necessary for security, legal compliance, or service integrity. Material deprecations require a published migration path and notice approved for the affected contract and jurisdiction.

6. Security and privacy incidents

Support does not replace the incident-notification duties in the Data Processing Addendum. SMSify uses verified contacts and privacy-minimized communications, preserves evidence, avoids sending message content or personal data in push notifications, and coordinates legally required notices through the approved incident process.

7. No emergency service

SMSify support and communications features are not emergency services and must not be used for 911, 988, alarms, dispatch, medical monitoring, or other life-safety purposes. A customer must maintain an independent continuity and emergency communications plan.

Fail-closed launch gate

No contractual SLA percentage, response deadline, service credit, 24/7 coverage claim, or emergency capability applies unless it is published in an accepted Order Form. Unsupported telecom features remain off rather than counted as degraded service.

Shared launch and tax safeguard

SMSify fails closed: no number, SMS, MMS, call-forwarding, or auto-reload feature is activated until the customer, jurisdiction, use case, tax treatment, telecom obligations, carrier registration, and privacy controls required for that feature are approved.

Romanian invoice legend for a verified US or Canadian business establishment outside the EU:

Neimpozabil în România – locul prestării la beneficiar conform art. 278 alin. (2) din Legea nr. 227/2015 / art. 44 din Directiva 2006/112/CE.

Outside the scope of Romanian VAT – place of supply where the verified business customer is established under Article 278(2) of Romanian Law 227/2015 / Article 44 of Directive 2006/112/EC.

This is an outside-scope place-of-supply position, not Romanian “0% VAT,” a Romanian VAT exemption, or an EU reverse charge. US and Canadian taxes and communications assessments require separate jurisdictional treatment.