Service Availability Policy

Unless a signed enterprise agreement or separate SLA expressly states otherwise, Alert21 does not provide a contractual uptime guarantee or automatic service-credit commitment. We aim to operate the core platform with high availability and to restore service promptly when incidents occur.

We may perform scheduled maintenance, upgrades or emergency maintenance when required for security, reliability or platform changes. Where reasonably possible, material planned maintenance that can affect production services will be communicated in advance through the website, dashboard, email, status page or another appropriate channel.

SMS and other communication services depend on telecom carriers, aggregators, cloud platforms, messaging providers, recipient networks and destination rules. An Alert21 API being available does not guarantee that every downstream provider or carrier is available or that every message will be delivered.

Service interruptions can arise from customer systems, invalid or abusive requests, internet or telecom failures outside Alert21's control, upstream platform outages, force majeure, emergency security action, scheduled maintenance, regulatory restrictions, DLT/provider blocking or customer account suspension.

For material service incidents, Alert21 may publish status information, incident updates and restoration notices through a status page or other communication channels when those operational processes are available.

Customers requiring contractual uptime, response targets, service credits, dedicated support or incident-notification commitments should obtain a signed enterprise agreement or SLA. The signed agreement will control over this general website policy for the covered services.