48-hour response
Free accounts receive an initial ticket response within 48 hours.
- Support through the ticket system
- Initial response within 48 hours
- Technical guidance for documented service behaviour
Service levels you can plan around
Reliable by design. Accountable when it matters.
HoneyNotify combines a 99.999% network availability commitment with automatic failover, no-downtime maintenance design, clear support targets, and complete incident follow-up.
99.999%network availability commitment
2 hourspaid-plan initial response
24 / 7 / 365paid ticket coverage
Support response targets
The right response level for your plan.
Response targets measure the time to the first meaningful reply through the HoneyNotify ticket system. Resolution time depends on the incident and investigation required.
Two-hour response
Paid accounts receive priority ticket coverage every day of the year.
- Support through the ticket system
- Initial response within two hours
- 24 hours a day, seven days a week, 365 days a year
- Eligibility for service credits after qualifying downtime
Network commitment
99.999% availability, backed by resilient routing.
The availability commitment applies to the HoneyNotify-controlled network. Our multi-location architecture keeps traffic moving during maintenance and server failure.
Automatic failover
Another server takes the route
If a server fails, HoneyNotify immediately routes connections and push traffic through another available server so service remains available while engineers investigate and resolve the failed node.
No-downtime maintenance
Additional nodes carry the load
Before planned maintenance, HoneyNotify brings additional nodes online and moves traffic away from the affected infrastructure so engineers can complete the work without customer-visible downtime.
Global capacity
Six locations on 10 Gbps pipes
Traffic can use the closest available location across Europe, North America, and Asia Pacific, with every listed server location connected on a 10 Gbps pipe.
Explore server locations →Service credits
Paid customers receive credit for qualifying downtime.
If verified HoneyNotify-controlled downtime causes the paid network availability commitment to be missed, the affected paid customer is eligible for service credit against their account. The applicable credit is confirmed under the customer's subscription terms or Order Form.
Downtime verified
HoneyNotify confirms the affected service, impact window, and HoneyNotify-controlled cause.
Availability assessed
The incident is assessed against the 99.999% paid network availability commitment.
Credit applied
Any qualifying service credit is documented and applied to the affected paid account.
Credit scope: service credits apply to qualifying HoneyNotify-controlled downtime for paid service. Upstream push-provider availability and customer-controlled systems are outside HoneyNotify's network availability measurement.
Incident management
Clear communication from impact to resolution.
Customers should understand what happened, what was affected, how it was fixed, and what happens next.
Active incident updates
Material incidents are tracked through investigation, mitigation, recovery, and closure, with updates sent as meaningful information becomes available.
Full incident explanation
A completed incident report explains the timeline, customer impact, underlying cause, actions taken, and the point at which normal service was restored.
Prevention and follow-up
Post-incident communication includes corrective work, resilience improvements, and any follow-up actions relevant to affected customers.
SLA questions
The important details.
Does the response target guarantee resolution in two or 48 hours?
No. These are initial-response targets. HoneyNotify begins assessment and communication within the stated period, while resolution depends on the fault, affected systems, upstream providers, and remediation required.
How do paid customers contact support?
Paid SLA support is provided through the HoneyNotify ticket system, 24 hours a day, seven days a week, 365 days a year.
What happens during planned maintenance?
HoneyNotify brings additional nodes online and shifts traffic away from the infrastructure being maintained so planned work can be completed without customer-visible downtime.
What happens if a server fails?
Traffic is automatically rerouted through another available HoneyNotify server while engineers investigate, repair, and safely return the affected node to service.
Need priority support and SLA protection?
Choose a paid plan for two-hour ticket response coverage, 24/7/365 access, and qualifying downtime credits.